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 senior position from top software company |
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mlg
头衔: 海归少校
加入时间: 2005/11/21
文章: 145
海归分: 18033
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作者：mlg 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
If you are intersted in this chance ,please send your CV to
MSN: [email protected]
E-mail: [email protected]
Title: Internet based Support (IBS) Group Manager
Organization: GTSC Commercial Group
Location: Shanghai
Role Description:
Internet based Support (IBS) Group Manager is responsible for managing a centralized team that provides Online support such as US Professional incident support, MSDN Developer community forum support, TechNet IT Pro community forum support, and Partner newsgroup and forum support. The main responsibility of this position is ensuring the group provides high quality of services to Microsoft customers and partners to achieve high Customer Satisfaction. Another unique responsibility is ensuring group provides timely product feedback to the product group for product improvement because we are the frontline for Microsoft. Other responsibilities include people management and development, operational excellence, cross team collaboration and be financial responsible.
This role is a manager’s manager role, and it is reporting directly to the Sr. Director of Commercial Segment.
Key areas of focus include the following:
o Develops 3 year strategic plan and annual execution plan to ensure execution efficiency for Internet based Support Group.
o Monitors the use of technology, including tools and applications necessary to deliver high quality customer support.
o Conduct day to day operations with limited interaction with manager. Relies on manager counsel for larger strategic business decisions.
o Analyzes and incorporates customer feedback and statistical quality and quantity metrics into all areas of service delivery planning.
o Accountable for improving customer satisfaction. Increases 'Very Satisfied’ customers and decreases “Dissatisfied” customers as directed by group.
o Creates annual budget and manages fiscal responsibilities for spending and cost recovery goals for the group.
o Gains improvement in delivery per minutes per head as directed by group.
o Achieves Support Professional utilization increase over fiscal year as directed by group.
o Manages and strives for a high level of employee satisfaction and commitment.
o Creates yearly hiring plans to meet service delivery productivity goals for the group.
o Allocates headcount between projects and teams to maximize organizational productivity.
o Hires team managers, and oversees Support Professional hiring.
o Arranges for TM training, budgets and oversees SP development.
o Ensure open communication channel throughout the organization to foster constant, positive, and trusting discussions on business improvements.
o Partners with the product improvement and readiness teams to represent customer input, supportability issues and cost impact on the full product cycle.
o Drives and delivers business reviews with global and local key stakeholders to ensure support strategies and deliverables are commensurate with goals and expectations.
o Frequent contact with management in corporate organizations such as product group, CSS MVP group and CSS Partner group.
o Attends and/or sponsors local industry events requiring a management representative from the MS support organization.
o Improve partnerships with Outsourcing providers to deliver world class support.
o Works across CSS to create and maintain strategic customer programs, content and pre-release contributions to support strategies.
o Has input into CSS APGC strategic management initiatives.
o May own implementing pieces of strategic programs of CSS APGC.
Job Requirement
Individual is expected to have --
A bachelor degree in Computer Science or related field is required and MBA is preferred.
At least 10 years experience in technical and/or service business related industry.
At least 3 – 5 years of technical staff management experience.
Exceptional communication skills in both English and Chinese when dealing with customers and internal organizations.
Ability to proactively engage customers and partners to avoid potential future problems.
Ability to work independently and resolve most complex problems effectively without escalation.
Strong ability to communicate cross site and cross organization to achieve organizational success.
Ability to communicate and lead direct reports and influence other group managers to execute a mission statement.
Thorough knowledge of Microsoft strategies and how to achieve them from an operation standpoint.
Strong ability to reduce risk exposure to Microsoft.
Proven project skills and leadership abilities.
Strong organizational, planning and analytical skills.
Global understanding of support quality for MS, vendors and defined customer sets and taxonomies
作者：mlg 在 海归招聘 发贴, 来自【海归网】 http://www.haiguinet.com
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 senior position from top software company -- mlg - (4826 Byte) 2007-10-31 周三, 10:13 (1678 reads)
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