Business Operations Manager(职位编号：786880)
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：2012-08-23
- 工作地点：上海
- 招聘人数：1
- 工作经验：十年以上
- 学历要求：本科
- 职位类别：营运经理 商务经理
职位描述
Job Category: Operations
Location: China, Shanghai
Job ID: 786880
Product: (Not Product Specific)
Division: Services & Support
Standard Job Title: Business Operations Manager
Job Posting Title: Business Operations Manager
Location: Shanghai
Do you want to join a great team with customer focus culture, aiming providing high-quality service to Microsoft enterprise level customers in 15 different countries with 5 different languages, and realizing customer potential through adopting Microsoft technologies? Do you want to be the key person to look into the business strategies and operations of a big team with 300+ FTEs and in 3 sites? Do you want to work on a job which can practice your knowledge on people, business operations, finance, project management etc.? Are you looking for an opportunity to join and contribute to a climate of teamwork, trust and cross-group collaboration to help empower a high-performing organization with a great people oriented culture? Do you want to work directly with the lead of Microsoft APGC CSS Enterprise/Developer Support and his talented leadership team to drive the business successful? If you have answers “YES” to these questions, then you owe it to yourself to explore this opportunity!
Organization Summary: APGC Customer Service and Support Enterprise/Developer Support (APGC CSS Ent/Dev) is a big team with more then 300+ FTEs. The team provides enterprise level support on almost all Microsoft enterprise level technologies to customers who have annual premier service contract with Microsoft. Ent/Dev has 3 different sites in Shanghai, Taipei and Seoul, and serves customers from 15 different countries in across 6 time zones.
Role Summary: APGC CSS Ent/Dev has an immediate opening for a Business Operations Manager supporting to Ent/Dev segment lead, who is charge of the whole APGC Microsoft enterprise level support business. This important role supports team on overall operations on customer support quality and efficiency, finance and headcount planning and forecast, operation expense tracking, business review, stakeholder communication, business reporting and analysis, support team readiness on technologies and language, APGC CSS level and Ent/Dev level project management etc. With the role, the BM will have readiness manager, project manager and business analyst in operations team.
Key Responsibilities and Job Scope:
Operations
Drive regular business review within Ent/Dev, with APGC CSS leader and with corporate Commercial Technical Support (CTS) leader. Dig into the issues and drive corresponding teams for improvement actions, especially on service quality, working efficiency and any process/tool broken.
Drive operations, process and tool changes for the issues which are common and consistently happening to all teams.
Drive quarterly China Site All Hands meeting to recognize people, update business status and follow-up actions on employee feedback, update key employee events such as kick-off, annual party etc.
Operational and Finance Planning, Forecasting and Monitoring
Work closely with Finance Manager, Business Analyst and Ent/Dev management team on:
Drive smooth operational and finance planning for full fiscal year to ensure budget and headcount are adequate to business for next fiscal year with Global Planning and Operations team. Not just on Ent/Dev, but also on all the business lines related to CTS.
Drive smooth operational and finance forecasting quarterly to adjust the budget and headcount plan based on the current business status, leveraging the forecast opportunity to optimize budget and resource.
Closely monitor the OPEX and headcount monthly basis, dig out issue and assess the impact to business, and take actions to drive for improvement.
Business Reporting and Analysis
Work closely with the Business Analyst on:
Ensure the regular business reporting can fulfill support business needs on finding issues and making business decisions.
Accept regular and adhoc requests on business analysis on finding issues and making business decisions.
Simplify business review and drive business review efficiency.
Stakeholder Communication
Drive smooth regular communication with the global and regional stakeholders:
As the single point of contact, drive all communication between corporate CTS with APGC, including business planning, business operations, business management, tools and process etc.
As the single point of contact, drive all communication between regional stakeholders from CSS, premier, PFE, EPG.
Host customer executive visits to Ent/Dev
Strategies, Project and Initiatives Management
Work closely with Ent/Dev lead and management teams on:
Drive clear organizational directions and strategy framework.
Drive good project and initiative planning which can well adapt to business direction and strategy framework.
Look into all the project and initiatives across worldwide, APGC CSS and Ent/Dev to ensure progress and solid output.
Package all projects and initiatives with business value/impact and drive executive level communication.
Support Team Readiness
Work closely with Readiness Manager and management teams on:
Ensure the planning, implementation and reporting of all technical trainings are smooth to enable support team capability on supporting Microsoft technologies, especially for new technologies.
As the business has the requirement to improve on engineers’ English language capabilities and customer culture understanding, and language specialist team (native speakers) reports to readiness manager, ensure the English language and culture training program are well implemented into the daily to daily operations.
Requirements
- At least 10 year working experience in IT industry
- At least 3 year experience on business operations in a big organization
- At least 5 year experience on project management, having PMP certification is a plus
- At least 3 year experience as a people manager
- At least 5 year experience on IT service, customer support etc.
- Demonstrated excellent analytical, problem resolution and decision-making skills
- Superior judgment, team building, budgeting, presentation skills, and the ability to work under deadline pressure
- Strong oral and written executive communication skills, including slide concept creation, requirements documents and presentation-building (i.e. email/team communications, all hands meetings preparation, executive presentations, etc.)
- Strong networking and interpersonal skills with ability to build positive working relationships across senior leadership teams
- The ability to work effectively in a loosely structured team environment that demands a high degree of cooperation, flexibility, teaming, cross group and real-time responsiveness
- Strong project management and negotiation skills while working within established business priorities and constraints
- An undergraduate B.A. or B.S. degree (or equivalent experience) is required.
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。