重庆招聘

Job Category: Operations

Location: China, Shanghai

Job ID: 795481

Division: Services & Support

Job Title: Process and Tools Manager for CS & CSW

Department / Org: Business Planning Operations Group

Job Description:

- If you share our same vision to build customer and partner loyalty for a lifetime, then read on.

- The Business and Planning Operations team in Customer Services and Support Organization, Asia Pacific and Greater China Region (APGC CSS) is seeking a Process and Tools Manager for Customer Service and Consumer technical support. This role will partner with our regional CS and CSW LOB as well as global teams to help shaping and driving the future customer service and consumer technical support experience for our customer and partner audience in our APGC regions, comprised of countries with diverse cultural background, languages and technical need.

- Supporting our customers to answer their inquiries and resolve their technical issue, every moments of truth are critical to deliver a positive experience and earn their loyalty, the Process and Tools Manager plays a critical role to make this happens: the Process and Tools Manager is expected to act as a trusted advisor to deliver world class customer service and support through our technology with seamless process; execute key initiatives and enable the business to continually improve. The major role and responsibilities includes, but not limited to:

- Responsible for the governance of the processes and tools (including IVR & phone strategy) used for customer service agents and consumer technical support team in APGC region delivered via all channels. On a daily basis, you will interact with the Service delivery managers, release managers, customer service managers; partner tech leads as well as CS & CSW leadership team to ensure adoption & compliance of the process & tools.

- Represent our region, engage with counterparts from global team to ensure our regional voice is heard; key requirements are implemented; major risks/challenges mitigated; and collaborate with other regions to share best practices with goals to increase internal efficiency and deliver the best experience for our customers and partners.

- Engage with global tools teams, IT groups in identifying and analyzing tools issues, feature request, function feasibility and drive for closure with resolution on a timely manner.

This position is an excellent opportunity for people with strength on technical and process engineering; you will need proven business analysis and project management skills and the ability to collaborate and build successful positive partnerships with Global and regional teams.

In Services Organization, our mission is to lead and serve our customers and partners as they realize their full potential through software and services, we are looking for customer advocates, with high energy ‘can do’ attitude, who thrive in a fast paced environment and are passionate in defining and delivering world class experiences to earn customer loyalty.

Responsibilities include:

- Navigate the end to end experience for our customers and support agents; identify root causes and propose changes that improve the business with impact in terms of internal efficiency and effectiveness; and customers experience

- Represent the APGC Region and partner with Global counterparts for development and deployment of support tools & processes

- Manage Global Tools deployments/retirement/upgrades in the region and partner with related teams; communicate Global updates of process and tools to service delivery team, release team and other relevant stakeholders

- Build and maintain the governance model; develop and refine process and tools documentation; ensure changes are communicated across all stakeholders in a timely manner.

- Troubleshoot and analyze tools related issues and drive closure of issues with respective IT or global tools teams

- Manage changes requests made by stakeholders for tools/process

- Be the Subject Matter Expert on existing process and tools, supporting all org wide project as the process & tools advisor

- Partner with release team, service delivery team, VIS team to provide budget requirement for outsourced partner tools UAT, training, implementation and etc. to ensure business operations smoothly

- Build and maintain APGC CS & CSW IVR & phone governance model, coordinating with service delivery and customer services team to ensure IVR & phone strategy align with customer needs and evolve with business needs

Competencies:

- Impact and Influence

- Confidence

- Cross-Boundary Collaboration

- Interpersonal Awareness

- Enabling Change

- Analytical Problem Solving

- Dealing with ambiguity

- Planning, organizing and coordinating

- Communication skills

Qualifications:

- 3-5 years of experience working in a Systems or Process Analysis or Program management role or similar.

- Bachelor’s degree in Information Technology, Information Management, or Computer Science and MBA is preferred.

- Understanding of SDLC, process analysis.

- Self-starter with excellent verbal and written skills in both Mandarin and English.

- Proactive in identifying problem areas and possible solutions for addressing them.

- Be proficient in productivity tools such as Microsoft Office and have a good experience with the use of Microsoft Word, Outlook, Visio, Excel and SharePoint.

- Proven history of performance excellence to include customer focus, team building and collaboration.

- Familiar with the Project Management and/or Six Sigma accreditation and experience in driving medium scale Tools deployment is also an advantage.

Microsoft is an equal opportunity employer and supports workforce diversity.

微软亚太区全球技术支持中心为个人用户、开发者、it专业人员到合作伙伴和企业级用户提供全方位、多元化的服务和技术支持。我们为微软所有上百个包括提供给企业级用户和个人用户的微软产品提供服务和技术支持。我们业务范围覆盖大中华区、亚太区、日本、美国、欧洲、中东、非洲；支持英语、普通话，粤语，泰语，韩语，北印度语 ，越南语，印度尼西亚语/马来语，塔加拉语等十种语言服务。通过直接与客户及合作伙伴联系，我们已经成为微软客户及合作伙伴体验（customer partner experience，cpe）的核心推动者，不断提升客户满意度。我们通过包括电话和在线等方式获得全球客户及合作伙伴的反馈，以此来不断完善策略、优化流程。
微软亚太区全球技术支持中心是一个于2007年8月新组建的组织,由前微软大中华区和亚太区全球技术支持中心合并共同组成。1997年11月，微软投资在上海设立微软大中华地区技术支持中心，（微软大中华区全球技术支持中心前身）这是全球500强企业在中国设立的***个全球中心。2001年10月该中心再度被提升为为微软全球技术中心，开始服务于全球的企业用户、合作伙伴和个人用户。2005年6月，增加投资在客户服务部门，客户服务部门正式加入全球技术支持中心。2007年年底，全球技术支持中心迎来了在中国的十周年庆典，并在2009年2月荣获赛迪集团颁发的“2008-2009中国技术支持服务年度成功企业”奖 。2010年3月，组织荣获赛迪集团颁发的“辉煌十年，卓越企业”奖。2010年2月至6月，参与亚太顾客服务协会的杰出顾客关系服务奖的评选，一举获得“***全球支持服务”和“***顾客满意质量体系”两项殊荣。
中心于2010年7月创建云计算技术支持与服务的专门团队，向分布于亚太各国家和地区的微软云计算服务用户提供领先于业界的高质量的技术支持和服务。2011年8月，赛迪集团为嘉奖中心在云计算技术支持及中小企业服务领域的突出成就，授予“2011年云服务创新典范企业奖”和“2011年中国中小企业服务绩效典范奖”。
作为微软全球四大技术支持中心之一，微软亚太区全球技术支持中心拥有来自21个不同的国家和地区的员工超过900人，分布在亚洲的14个城市中。