Release Program Manager(职位编号：816390)
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：三年以上
- 学历要求：本科
- 职位类别：项目经理
职位描述
Job Category: Operations
Location: China, Shanghai
Job ID: 816390
Division: Services & Support
Workgroup’s Purpose:
- One of the largest service and support networks in the industry, Microsoft Customer Service and Support (CSS) helps nearly 1 billion customers around the world each year. The organisation is responsible for providing the product groups with customer feedback and making sure customers are receiving world-class support and non-technical advice in currently 46 languages.
- As part of the APGC Customer Service and Support organization the Release Services Team is the preferred supplier of release-, content provision- and training services for customer facing staff across the APGC Customer Service (CS) and Consumer Software (CSW) organisation.
Job’s Purpose:
- The Release Program Manager contributes to the overall CS & CSW readiness by driving the implementation of new product/program releases or initiatives within the APGC CS & CSW organization by establishing and coordinating the activities necessary to ensure standards and service level requirements are met for our customers, partners and subsidiaries.
Primary role purpose includes the following:
- Ensure coordinated scheduling and timely completion of the release/project activities across all work streams. Manage milestones and drive releases to on-time delivery and completion, allowing for successful implementation across all APGC CS & CSW vendor sites.
- Ensure high forecasting is supported with relevant contingency planning, and processes that ensure customer experience is not affected in the event of a problem.
- Define and maintain all regional processes and procedures as part of new release/initiative working closely together with regional Policy and Process & Tools PMs.
- Ensure core vendor activity is updated in Statement Of Work (SOW) if the change is big enough, and provide ample warning to Service Delivery if infrastructure requires adjusting.
- Coordinate the implementation of global Product or Program training within the outsourced vendor locations and ensure timely completion of this activity.
- Communicate release status to clients and stakeholders according to established service level agreements. Ensure timely and appropriate generation, collection, dissemination, storage, and ultimate disposition of release information.
- Produce and own the master schedule of releases and initiatives for respective Line of Business, ensuring that all interdependencies are identified and factored into the master schedule.
- Seek out cross-project synergies (across global initiatives, regional plans and inter-dependent projects) and ensure leveraged opportunities across all project initiatives.
- Build & maintain strong and effective relationships with global release and program counterparts, regional Service Delivery functions and work stream owners.
Key Accountabilities
The Release Manager is responsible for the planning and execution of all key release and project/program management tasks, including:
- Defining scope of release/project: Define and control what is included and not included in the release/project
- Identifying stakeholders: Identify which stakeholders are impacted by the release
- Coordinating work stream meetings: Use work stream meetings to drive deliverables & milestone completion.
- Risk/issue Management: Identify, analyze, respond to, and track release issues and risks.
- Change Management System: Effectively use the Change Management System to implement and communicate any changes to the business.
- Training coordination: Coordination of training roll out and consumption within vendor locations.
- Overall integration: Ensure the various elements of the release are properly coordinated.
- Stakeholder communication: Ensure ongoing communication of progress of release/program to relevant stakeholders.
Experience:BA and/or equivalent experience required. 3-5 Years of related work experience in customer service and project/program management
Education:What education is typically required for the job?
Required Preferred Required Preferred
High School Master’s Degree
Associate’s Degree PhD
Bachelor’s Degree or equivalent experience
Professional Training and Certification:PMI certification, COPC, Six Sigma, and/or ISO9000 is preferred
Knowledge, Skills, and Abilities: Desire and commitment to working in fast-paced, ever changing, mission critical, call center environment
Excellent demonstrated Communication Skills - Spoken and written English
Possess the ability to work on and supervise multiple initiatives under continual deadline constraints.
Must have demonstrated ability to successfully manage complex projects from planning through deployment.
Demonstrated ability to effectively interact with all levels of management and staff.
Works well in a team environment
High level of initiative and ability to work independently.
A broad knowledge of overall Microsoft operations, product lifecycle and business practices preferred. This includes:
- Microsoft sales, partner and marketing programs
- Knowledge of the various forms of support provided by Microsoft and relevant technologies
Microsoft is an equal opportunity employer and supports workforce diversity.
Location: China, Shanghai
Job ID: 816390
Division: Services & Support
Workgroup’s Purpose:
- One of the largest service and support networks in the industry, Microsoft Customer Service and Support (CSS) helps nearly 1 billion customers around the world each year. The organisation is responsible for providing the product groups with customer feedback and making sure customers are receiving world-class support and non-technical advice in currently 46 languages.
- As part of the APGC Customer Service and Support organization the Release Services Team is the preferred supplier of release-, content provision- and training services for customer facing staff across the APGC Customer Service (CS) and Consumer Software (CSW) organisation.
Job’s Purpose:
- The Release Program Manager contributes to the overall CS & CSW readiness by driving the implementation of new product/program releases or initiatives within the APGC CS & CSW organization by establishing and coordinating the activities necessary to ensure standards and service level requirements are met for our customers, partners and subsidiaries.
Primary role purpose includes the following:
- Ensure coordinated scheduling and timely completion of the release/project activities across all work streams. Manage milestones and drive releases to on-time delivery and completion, allowing for successful implementation across all APGC CS & CSW vendor sites.
- Ensure high forecasting is supported with relevant contingency planning, and processes that ensure customer experience is not affected in the event of a problem.
- Define and maintain all regional processes and procedures as part of new release/initiative working closely together with regional Policy and Process & Tools PMs.
- Ensure core vendor activity is updated in Statement Of Work (SOW) if the change is big enough, and provide ample warning to Service Delivery if infrastructure requires adjusting.
- Coordinate the implementation of global Product or Program training within the outsourced vendor locations and ensure timely completion of this activity.
- Communicate release status to clients and stakeholders according to established service level agreements. Ensure timely and appropriate generation, collection, dissemination, storage, and ultimate disposition of release information.
- Produce and own the master schedule of releases and initiatives for respective Line of Business, ensuring that all interdependencies are identified and factored into the master schedule.
- Seek out cross-project synergies (across global initiatives, regional plans and inter-dependent projects) and ensure leveraged opportunities across all project initiatives.
- Build & maintain strong and effective relationships with global release and program counterparts, regional Service Delivery functions and work stream owners.
Key Accountabilities
The Release Manager is responsible for the planning and execution of all key release and project/program management tasks, including:
- Defining scope of release/project: Define and control what is included and not included in the release/project
- Identifying stakeholders: Identify which stakeholders are impacted by the release
- Coordinating work stream meetings: Use work stream meetings to drive deliverables & milestone completion.
- Risk/issue Management: Identify, analyze, respond to, and track release issues and risks.
- Change Management System: Effectively use the Change Management System to implement and communicate any changes to the business.
- Training coordination: Coordination of training roll out and consumption within vendor locations.
- Overall integration: Ensure the various elements of the release are properly coordinated.
- Stakeholder communication: Ensure ongoing communication of progress of release/program to relevant stakeholders.
Experience:BA and/or equivalent experience required. 3-5 Years of related work experience in customer service and project/program management
Education:What education is typically required for the job?
Required Preferred Required Preferred
High School Master’s Degree
Associate’s Degree PhD
Bachelor’s Degree or equivalent experience
Professional Training and Certification:PMI certification, COPC, Six Sigma, and/or ISO9000 is preferred
Knowledge, Skills, and Abilities: Desire and commitment to working in fast-paced, ever changing, mission critical, call center environment
Excellent demonstrated Communication Skills - Spoken and written English
Possess the ability to work on and supervise multiple initiatives under continual deadline constraints.
Must have demonstrated ability to successfully manage complex projects from planning through deployment.
Demonstrated ability to effectively interact with all levels of management and staff.
Works well in a team environment
High level of initiative and ability to work independently.
A broad knowledge of overall Microsoft operations, product lifecycle and business practices preferred. This includes:
- Microsoft sales, partner and marketing programs
- Knowledge of the various forms of support provided by Microsoft and relevant technologies
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。