Team Manager(职位编号：810665)
微软全球技术支持中心 （APGC CSS）
- 公司规模：500-1000人
- 公司行业：计算机软件
职位信息
- 发布日期：2012-11-13
- 工作地点：上海
- 招聘人数：1
- 工作经验：五年以上
- 学历要求：本科
- 语言要求：英语精通
- 职位类别：4S店经理/维修站经理
职位描述
Job Category: Customer Service & Support
Location: China, Shanghai
Job ID: 810665
Product: (Not Product Specific)
Division: Services & Support
Job Summary
Microsoft Technology Network (TechNet) provides the most abundant and most easily accessible technology information about commercial products from Microsoft for IT Professional. TechNet community/forum is the key component of TechNet. It covers all of the Microsoft commercial products and technologies and accessible from 60+ countries around the world.
We are hiring the Team Manager for TechNet Community/forum who is aspired to contribute to the Community & Online Support Strategies and with major responsibility in delivering world class community support for the IT Professional in Global English and APGC Local Languages (Simplified/Traditional Chinese, Thai, Bahasa) through a team of support engineers based in Shanghai.
This role will have key responsibilities around people, operational precision, vendor management, financial accountabilities and business development/growth. Leadership capabilities and experience will be core, with the eagerness to innovate and try new ways of driving higher customer satisfaction and reducing customer effort. This role will also help driving initiatives towards improving cost effectiveness and customer satisfaction in Microsoft Community & Online space. Alignment and interaction with senior management both in the APGC Region and Corporate will be required and effective communication and collaboration will be critical.
The major responsibilities for this role include:
(1) TechNet community support business scorecard - both in operation effectiveness and efficiency; key success factors include, but not limited to, response and answer rate in forum; cost and efficiency management through outsourced vendors.
(2) Product Quality - Share product feedback to Product Group, as well as develop intellectual property (IP) that will further help drive product and support improvements and solutions with developer audience.
(3) Reduce Effort for and build loyalty from IT professionals - through the insight from TechNet communities along the development cycle - from analysis, design, deployment, testing, operation, to migration and retirement. .
(4) People Management - Make the team a great place to work, learn and develop with major commitment to attract, develop and retain the employees.
(5) Outsource Vendor Management - Standardize the outsourcing business-operation foundation. Regularly interlock with vendor company/leads to drive vendor performance metrics, service level, finance and other metrics. Ensure the compliance of outsourced projects. Be strong stewards of security and privacy.
This role requires strong collaboration with three aspects:
The role will have a dotted line relationship to the Global Engineering and Community Online (ECO) Organization in CSS Worldwide. The lead is expected to strategically represent the APGC region with objective to drive strong partnership for business growth; share best practice as regional center of excellence.
Collaboration with DPE in SMSG in the region to incubate and expand regional developer community by integrating your efforts into the local software economy and maximizing outreach to developers. Retain and build developer loyalty by engaging with the broad community and driving excitement around Microsoft technologies with breadth marketing programs.
Collaboration with Microsoft Global Outsource (MGO) to drive outsourced vendor compliance, service level and cost effectiveness.
Competencies
- Impact and Influence
- Confidence
- Cross-Boundary Collaboration
- Interpersonal Awareness
- Enabling Change
- Dealing with ambiguity
- Planning, organizing and coordinating
- Communication skills
- People management
- Leadership
- creative thinking and innovation skills
Qualifications
- Experience in IT service industry and roles requiring customer, partner interactions and empathy (10+ years’ experience)
- Experience in people management and leadership (5+ years’ experience)
- Experience with managing budgets and operations (5+ years’ experience)
- Experience with vendor outsourcing management
- Bachelor’s degree in Information Technology or Computer Science and MBA is preferred.
- Excellent verbal and written skills in both Mandarin and English.
Microsoft is an equal opportunity employer and supports workforce diversity.
Location: China, Shanghai
Job ID: 810665
Product: (Not Product Specific)
Division: Services & Support
Job Summary
Microsoft Technology Network (TechNet) provides the most abundant and most easily accessible technology information about commercial products from Microsoft for IT Professional. TechNet community/forum is the key component of TechNet. It covers all of the Microsoft commercial products and technologies and accessible from 60+ countries around the world.
We are hiring the Team Manager for TechNet Community/forum who is aspired to contribute to the Community & Online Support Strategies and with major responsibility in delivering world class community support for the IT Professional in Global English and APGC Local Languages (Simplified/Traditional Chinese, Thai, Bahasa) through a team of support engineers based in Shanghai.
This role will have key responsibilities around people, operational precision, vendor management, financial accountabilities and business development/growth. Leadership capabilities and experience will be core, with the eagerness to innovate and try new ways of driving higher customer satisfaction and reducing customer effort. This role will also help driving initiatives towards improving cost effectiveness and customer satisfaction in Microsoft Community & Online space. Alignment and interaction with senior management both in the APGC Region and Corporate will be required and effective communication and collaboration will be critical.
The major responsibilities for this role include:
(1) TechNet community support business scorecard - both in operation effectiveness and efficiency; key success factors include, but not limited to, response and answer rate in forum; cost and efficiency management through outsourced vendors.
(2) Product Quality - Share product feedback to Product Group, as well as develop intellectual property (IP) that will further help drive product and support improvements and solutions with developer audience.
(3) Reduce Effort for and build loyalty from IT professionals - through the insight from TechNet communities along the development cycle - from analysis, design, deployment, testing, operation, to migration and retirement. .
(4) People Management - Make the team a great place to work, learn and develop with major commitment to attract, develop and retain the employees.
(5) Outsource Vendor Management - Standardize the outsourcing business-operation foundation. Regularly interlock with vendor company/leads to drive vendor performance metrics, service level, finance and other metrics. Ensure the compliance of outsourced projects. Be strong stewards of security and privacy.
This role requires strong collaboration with three aspects:
The role will have a dotted line relationship to the Global Engineering and Community Online (ECO) Organization in CSS Worldwide. The lead is expected to strategically represent the APGC region with objective to drive strong partnership for business growth; share best practice as regional center of excellence.
Collaboration with DPE in SMSG in the region to incubate and expand regional developer community by integrating your efforts into the local software economy and maximizing outreach to developers. Retain and build developer loyalty by engaging with the broad community and driving excitement around Microsoft technologies with breadth marketing programs.
Collaboration with Microsoft Global Outsource (MGO) to drive outsourced vendor compliance, service level and cost effectiveness.
Competencies
- Impact and Influence
- Confidence
- Cross-Boundary Collaboration
- Interpersonal Awareness
- Enabling Change
- Dealing with ambiguity
- Planning, organizing and coordinating
- Communication skills
- People management
- Leadership
- creative thinking and innovation skills
Qualifications
- Experience in IT service industry and roles requiring customer, partner interactions and empathy (10+ years’ experience)
- Experience in people management and leadership (5+ years’ experience)
- Experience with managing budgets and operations (5+ years’ experience)
- Experience with vendor outsourcing management
- Bachelor’s degree in Information Technology or Computer Science and MBA is preferred.
- Excellent verbal and written skills in both Mandarin and English.
Microsoft is an equal opportunity employer and supports workforce diversity.
公司介绍
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。
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。