上海招聘

Job ID 901536
Location China, Shanghai
Job Category Customer Service & Support
Division Services & Support

Would you like to be at the heart of an exciting evolution in the Customer Service and Support (CSS) operations organization? Are you passionate about helping customers realize full potential and productive use of Microsoft products and services through next-generation support services? Do you have the strategic insight, process design skill, and leadership courage to help a healthy business change to accelerate its growth? Do you enjoy trying to figure out how support services will evolve over the next 10 years to support growing enterprise and commercial customer demand and how this evolution will drive the economic frameworks for cloud and onsite support services? If so, this is the role for you.

The Operational Process & Tools team is a global team that sits with the Business Programs and Operations (BPO) business and part of the broader Customer Service and Support (CSS) Operations business. Our team's commitments include leading global process improvements and participating in driving global initiatives impacting process, tools operations, and process/tools workflows within the CSS Business organization. Partnering closely with CSS Area Time Zone (TZ) delivery teams, CSS Global Process Quality (GPQ) team, ECO (MSIT), Resource Coordination Management (RC), and business partners within the Premier, Offerings, and Advanced Services Delivery (ASD) businesses to drive consistency and improvements to our global processes operations and procedures that enable our teams to delivery world class services to our customers each and every day.

Job's Purpose:

The Operational Process & Tools team is seeking an experienced Business Program Manager to lead process operation efforts for our Proactive (PFE) and Reactive (SE) line of businesses supporting the Asia TZ businesses. Providing relevant process operations management expertise to both the Asia region as well as our global business contributing to our goal of a consistent service delivery experience for our customers as well as consistent guidance for our engineers and leaders. Being a key part of a global process lead community, you will help manage global governance and process change management of the policies, processes and procedures utilized. Helping to land key initiatives and projects impacting global/regional processes and tools to a successful outcomes, and proactively driving improvements of our process and tools that help drive improved quality of the service will enable the CSS vision “To deliver a customer experience that is perfect every time; an experience that is easy, insightful, and trusted.”

Responsibilities

- Partner with regional P&T leads as well as the shared services Resource Coordination Management team to manage global governance of processes and procedures for the Proactive (PFE) and Support Engineering (SE) businesses representing both the Asia TZ and global businesses.

- Navigate the end to end experience for our customers and engineers; identify root causes and propose changes that improve the business with impact in terms of improved customer experience, internal efficiency and effectiveness.

- Help maintain the PFE process portal and SE OneStop portal and update the appropriate process documentation and field guilds ensuring information is relevant and current.

- Partner with CSS P&T leads to share best practices and work towards the goal of building greater consistency, discoverability and agility; aligning to the CSS Business Process Management framework.

- Collaborate and partner closely with the CSS Global Process Quality team to be a CSS Asia TZ process advisor, enabling CSS process adherence to the SE and PFE businesses as well as manage up issues and risks.

- Drive process work stream ownership of all projects and initiatives impacting global SE or PFE processes and tools.

- Partner with the ASD, Premier HQ and Offerings teams as it relates to operationalizing the impact of new tools, initiatives, programs and/or offering as it relates to the SE and PFE business.

- Build strong collaboration relationships and communication channels within the CSS Asia TZ and BPO business to become the trusted advisory for Process & Tools; effectively present and manage communications on behalf of your business to key stakeholders and senior leaders.

- Partner with CSS Business BPO (BOM, BI, Planning, CPE, RM) and Readiness/CMO teams to implement effective change management as it relates to Processes and Tools for the Proactive (PFE) and Reactive (SE) businesses.

- Partner with ECO to drive proactive improvements in our tools as it relates to integration of process, workflows and discoverability of processes.

Qualifications

- BA or Master’s degree or equivalent work experience

- 5+ years of related experience

- Passion for delivering great service to our customers each and every day!

- Excitement for process improvement and quality a must!

- Knowledge of the PFE operations, tools (Axis), and or programs strongly preferred.

- Knowledge of Support Engineering operations, tools (MS Solve, CAP) and or programs strong preferred.

- Strong organizational and interpersonal skills.

- Excellent oral and written communications skills in English are required.

- Demonstrated leadership and capability to manage large, global, complex projects/programs.

- Project Management fundamentals (e.g. PMI or equivalent) and Six Sigma accreditation and experience in driving medium scale Tools deployment are a plus.

- Proficiency in Microsoft applications (PowerPoint, Excel, SharePoint, Project).

- Possess the ability to work on and supervise multiple initiatives under continual deadline constraints.

- Possess a high level of initiative and ability to work independently but at the same time, work well in a team environment.

- Possess a broad knowledge of overall Microsoft operations, product lifecycle and business practices preferred. This includes:

o Microsoft sales, partner and marketing programs

o Knowledge of the various forms of support provided by Microsoft and relevant technologies

- Strong cross-group collaboration skills and ability to have impact through influence.

- Strong executive presence and demonstrated ability to build, extend and maintain senior management relationships.

- An ability to deal with adversity, ambiguity and last minute course adjustments.

- Strong knowledge of how Microsoft does business in the field and with partners.

- Effective negotiation skills to drive for results.

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。