重庆招聘

Job # 1008252
Locations China, Shanghai
Job families Customer service & support
Teams Supply chain & operations management

Geo Site PM Manager, Location Management & Planning, Customer Service and Support (CSS), Worldwide Services

With over 21,000 employees worldwide, the Microsoft Services team includes IT architects, consultants, support engineers, sales, and business leaders who serve our customers in 191 countries and 46 languages, providing best-in-class platforms and productivity services. Our Customer Services and Support (CSS) team is on the front lines with our customers - Consumer and Enterprise - helping them get the most from their technology investments.

With CSS spread across multiple sites and 3 time zones, we are looking for Site Managers with demonstrated experience in/understanding of management and administration of sites covering multiple sites within a given time zone.

This role will be location specific and will be responsible for site management/administration of multiple sites within a time zone.

Core Responsibilities:

• Ensure the appointment and activity of the site PMs at different sites, define what the norms are for the site administrators in the context of the business

• Responsibility for overall site administration, working with site administrators and core on-site team to ensure quality delivery of: Logistics (eg, IT), Health & safety, Legal, Site affiliation / culture program, Employee experience (appoint 'Voice of Employees' owner per site)

• Develop, monitor, and maintain a 'site administration scorecard' to support a fact-based measurement of site performance and capability to proactively identify emerging issues

• Single advocate for the time zone, overseeing both FTE/ Staff aug sites and outsourced supplier sites

• Define, document and implement site administration requirements and objectives

• Partner with on-site managers from Microsoft RE&F and global Security (GS) to ensure effective business operations for CSS team including facilities and office space management and business support operations, and compliance and adherence to local regulations & standards, insurance, and health & safety

• On-site accountability for ensuring an active local culture & affiliation portfolio including local site events, LT onsite visits, social gatherings, people updates, off –sites and retreats, and cultural integration/ onboarding of new hires & MACH hires (e.g. local buddy and mentorship programs).

• Develop, monitor, and maintain a 'site administration scorecard' to support a fact-based measurement of site performance and capability to proactively identify emerging issues

• Business continuity management, collaborating with RE&F, Security and delivery teams to ensure smooth transition of operations during local disruption and continuity situation

Success Criteria: includes:

• Higher than benchmark and consistent site performance (eg, 'site administration scorecard')

• Higher than benchmark feedback on employee experience at all the sites (through MS Poll – employee listening system at Microsoft)

• Lack of repeated complaints or issues regarding site administration across a time zone

• Consistent and thorough measurement of site performance (eg, 'site administration scorecard')

• Strong positive feedback from a multitude of stakeholders (site leads, site employees, direct reports, EG leaders, and CSS peers)

Skills & Qualifications:

• 10+ years of management experience; self-motivated, confident working with senior leaders and comfortable working in a matrixed organization.

• Demonstrated management experience in/understanding of site and location management

• Strong global culture awareness, communication and collaboration skills, across a complex matrixed network in CSS with multiple stakeholders in multiple locations.

• Demonstrated people remote management skills, appropriately guiding and developing resources to meet site needs appropriately.

• Demonstrated business acumen, being able to understand how site management links to key business objectives for a customer service organization.

• Demonstrated skills in delivering success, proactively thinking ahead and solving for potential problems, and ensuring resolution of current issues/complaints effectively.

• Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels

• Relevant Bachelor’s degree or experience commensurate with job expectations for this position is required.

Given the role will be at a time zone level, Travel may be required as needed.

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。