Friday, January 28, 2011

Group Manager Job

Job Category: Services & Consulting
Location: Singapore, SG
Job ID: 745587-34417
Division: Services & Support

CSS - ACS (Advertising, Consumer Support).

Group Manager APGC

Core duties

Are you an experienced operational manager, who loves to drive and innovate service and support offerings and deliver against customer expectations? Do you have a passion for defining and executing global, scalable operational processes and working with key partners to build fantastic service strategies? Would you like to shape the Microsoft online advertising services that will enable Microsoft to reach $15B in global advertising revenue this year and help improve the quality of our support offerings and support strategy? Do you Yahooo!

CSS (Customer Service and Support), ACS (Advertising and Consumer Support) team is looking for a Senior Group Manager in Advertising Service and Support . The Online Advertising Service and Support team in CSS is seeking an experienced services manager to own the end to end APGC support functions including support of our search editorial and SMB offerings in the combined Yahoo Microsoft marketplace. This has core responsibilities of managing both internal and outsourced environment, driving for customer experience excellence, thinking globally, managing the overall service strategy, communication and execution of operations. Dealing with mixed support models, variable sourcing strategies, local, regional and global stakeholders as well as support providers based all-round the globe.

This role will report into Redmond and partner with key Online Service Division (OSD) Consumer and Online (C&O), Services, Product Engineering and other CSS organizations that provide world class support of products such as Windows and Office, as well as peer groups in AdSS

To meet this end, this position will partner closely with business groups, vendor strategic units, vendors globally, internal management, internal and external stakeholders:

o Build the strategy that optimizes for customer experience, market share and operational efficiency and risk mitigation

o Operationalize the strategy leveraging all tools and resources (internal/external, insource, outsource)

o Own and drive the numbers (customer satisfaction, cost, quality)

o Drive continuous improvement and innovation (both of experience and model)

Core Responsibilities include:

Leadership of an overall line of business

Lead a team that manages both the operation, support quality and drives continuous improvement to process and overall customer experience

Work to identify 3-5 year strategic outlook, including innovative ways of support the environment where possible

Manage expectations to budget and maximize cost to serve opportunities

Develop a total understanding of the end to end customer experience and work with all stakeholders to optimize the experience

Provide strategic direction to how the support business model should evolve including support models, vendors, location etc, managing any migration activity with minimal impact to customer experience

Lead/participate in monthly and quarterly business reviews with and be able to explain trends, budget comparisons with valid explanations.

Partner with Microsoft Global Outsourcing (MGO) to drive change to the business where needed (RFP/RFI) and ensure our SOWs are being adhered to on a monthly basis and develop new ways of doing business.

Champion best practice across service offerings (Windows/Office) and externally in customer experience forums/conferences

Work with outsource vendor partners and internal partners to optimize experience and exceed KPIs.

Provide the voice of customer to the business teams as needed to raise awareness and facilitate decisions

Ensure close communication with Product Group, including ongoing communication/trend analysis regarding volumes categories, process changes and information relating to new releases.

Champion content and training needs and overall readiness

Coordinate and oversee the delivery of new releases into the contact centers as well as operating procedures/boundaries produced for the delivery centers.

Qualifications/Competencies

The ideal candidate is someone who has:

Proven Leadership (both direct, indirect and remote), demonstrated organizational agility

Proven People Management

Strategic and tactical ownership of operational environments

Accountability, drive for results and execution prowess (ability to drive strategy, people, operations and financials)

Problem solving and innovative skills

Minimum of 8 years experience in a customer service and support operational environment focused on customer experience

Bachelor's degree in Business or equivalent.

The ability to work independently, and the ability to influence others without having direct authority.

Clear communication skills both written and oral
Job Segments: Advertising, Consulting, Creative, Customer Service, Customer Service Representative, Engineer, Engineering, Management, Manager, Marketing, Marketing Manager, Technology, Web Design


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