Job # 1088301
Locations China, Shanghai
Job families Customer service & support
Teams Core Services Engineering

Do you have a passion for supporting and serving customers using Microsoft Consumer products? Do you enjoy working in a dynamic and fun environment? Do you enjoy big challenges, working with and learning from a high-performance team? The Customer Service & Support (CSS) Global Consumer Support Asia team is looking for a highly motivated Team Manager who understands the meaning of world-class customer service and support. We are looking for an experienced leader to manage the Outsource Vendors (Call Center) operations for the Asian Languages for Consumer Support Business. In this role, you will lead the assisted customer support experiences through our Outsourced Vendors and have a true impact on the consumer audience for Microsoft.




Responsibilities:

As the Senior Manager of Asia time zone, you will lead the customer support operations for Microsoft’s most exciting consumer products. Your prior experience in driving efficient and effective Outsource Vendor (Call Center) operations will help achieve consistent and repeatable customer experiences. As the leader of the Service Delivery operation, you will need to create the sourcing strategy, balance the right investments in the customer experience, manage a P&L, execute daily on creating superior customer experiences and ensuring KPI’s are met and/or exceeded. As a manager, lead your team WHI, ensuring that the team remains passionate and committed to the serving our valued consumer customers.

Primarily executing the operations through Outsourced Vendors, the successful candidate will need to build robust communications to ensure alignment between the strategic direction and business needs of the Consumer business. This role will effectively lead & grow their team to deliver world class support experiences for consumers across Asia markets via several support channels (phone, online & social) . This role will deliver record CPE results and efficiently manage an annual support budget including YoY optimizations to identify savings to invest in the future. Will also co-create strategies with internal partners to grow consumer loyalty and revenue (where applicable) across common customer scenarios (product & service sales, accounts & billing inquiries, installation and setup questions, and technical support interactions). Will drive Answer Desk support offering in the region, will also engage and partner with key subsidiaries and HQ counterparts (CPE Leads, peer support teams and other stakeholders as required) providing insight into the customer support experience.

Responsibilities will include but not be limited to:

Drive resolution of customer issues at the lowest level possible, as quickly as possible.

Lead operational efficiency and effectiveness. Ensuring operational metrics are met or exceeded.

Manage the assisted support call center P&L. Look for opportunities to drive efficiency, which can be reinvested in the customer experience.

Provide oversight and direction to 3+ Outsource Vendors.

Develop a strategy for support locations, while balance P&L impacts.

Balance resources (both Microsoft and external vendor resources) to enable projects and continuity of operations.

The ideal candidate has the following qualifications:

Required Competencies:

Excellent collaboration skills. You will need to leverage your staff, as well as several peer groups to effectively execute the needs of the role.

Strong combination of operational, strategic leadership and business capabilities.

Proven track record of achieving results in fast paced environment and managing remote teams.

Organizational agility and credibility - strong impact & influencer.

Ability to translate customer needs into an actionable plan

Prior management experience required and demonstrated ability to manage/supervise remote and diverse groups and organizations across a broad cultural background.

Experience in Account or Project Management.

Ability to maintain flexibility and openness to a rapidly changing environment

Exceptional representation abilities; open, confident communicator effective at senior levels of engagement (GM and VP levels).

Organizational agility and credibility - strong impact & influencer.

Strong working knowledge of and ability to interpret complex analysis, budgeting, and business information.

Previous experience and working knowledge of COPC, Six Sigma, and/or Quality Management Framework practices and procedures preferred

The chosen candidate will need to work well in a team environment, yet also be a responsible self-starter

Candidate will need to demonstrate considerable understanding of Microsoft products and internal company structure

Required Skills:

Excellent oral and written communication in English and one Asian language

Ability to travel and understanding of Asian Business Culture

5-10 years of global call center management experience in an outsourced environment.

A BA/BS degree in business, accounting, mathematics or related field.

Strong working knowledge of vendor selection and RFP processes.

Experience in consumer business and support/service operations at scale (high volume).

Demonstrated ability to manage large projects/programs.

Strong working knowledge of domestic and/or international outsourced business practices.

Proven ability to translate operational needs into a Statement of Work/Contracting instrument.

Preferred Qualifications:

Working knowledge of the COPC standard

PMP Certification

Microsoft is an equal opportunity employer and supports workforce diversity.