重庆招聘

Job ID 820261
Location China, Shanghai
Job Category Customer Service & Support
Division Services & Support

The CS&CSW department in Asia Pacific & Greater China (APGC) Customer Service and Support (CSS) is seeking a capable Service Delivery Manager (SDM) to manage the Social Media and Microsoft Community service operations, who owns end to end responsibility of operational and CPE KPIs for both social media and Community operation in the region.

The SDM will be accountable for the day-to-day operation for defined social media and Community service delivery, reviewing major technical issues and lead support channel enablement effort to meet the customer satisfaction targets and ensure cost-efficient delivery from our Outsource Vendors. In addition, the SDM will represent APGC CS&CSW from operational prospect to work together with APGC CSS Social Media PM and global stakeholders to ensure we have a world class service operation.

Primary Job Responsibilities:

- Daily Operation: Manage vendors’ performance, activities, and initiatives on daily basis and ensure operation, CPE KPIs and vendor Quality Management Framework are on the right track.
- Planning and vendor management: Participate and drive planning process with vendors – Including launch preparation, knowledge build-up, defining hiring profile, volume forecast/review, work with MGO on vendor transition/resource adjustment, work with tool/report team on infrastructure, tool and reporting.
- Act as the escalation point to both internal business groups and the vendor’s management team regarding performance issues.
- Team up with APGC CSS Social Media PM to ensure operation excellence in Social Media service, with the goal to build as CoE for a world class social media support operation.
- Work with internal stakeholders and global team to further define long-term Community strategy and drive implementation.
Competencies and Qualifications:
- Minimum of 2-5 years of demonstrated work experience in an operational support environment. Internet-related operation is preferred.
- Bachelor’s Degree holder (B.S./B.A.) with major in business management or operations management.
- Exceptional English proficiency in verbal & written communication
- Ability to interpret complex analysis, budgeting, and business information
- Strong demonstrated ability to write, speak and present information effectively and persuasively across communication settings
- Ability to maintain flexibility and openness to a rapidly changing environment
- The chosen candidate will need to work well in a team environment, yet also be a responsible self-starter
- Must demonstrate problem-solving abilities, particularly when confronted with time-sensitive issues that require collaborative evaluation and resolution across multiple team boundaries
- Customer focused – collaborate as a business partner to listen, interpret and meet business needs.

Microsoft Competencies:

- Business Acumen
- Dealing with Ambiguity
- Analytical Problem Solving
- Interpersonal Awareness
- Cross-Boundary Collaboration
- Communication Skills
- Enabling Change
- Project Management
- Strategic Insight
- Impact & Influence

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。