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Job # 306608 1063966
Locations China, Wuxi
Job families Business programs & operations
Teams Applications an d services
Microsoft Services mission is to empower every person an d every organization on the planet to achieve more. In Microsoft Services Business Operations （SBO）, our goal is to power One Services through a common operating model that simplifies an d improves customer an d employee experiences. Our team drives a broad range of shared services functions that include Operations delivery through Service Center, Data an d BI, Role Excellence, Business Solutions & Tools, an d Readiness for both the Enterprise Services an d Customer Support an d Services Business.
In alignment with the Services Transformation, the Services Business Operations （SBO） organization is taking steps to globalize Service Center an d expand their scope to support Services Sales, AcＣount Aligned, an d Domain Aligned Delivery teams. Service Center reduces randomization an d administrative tasks performed by field teams today by standardizing an d centralizing delivery of these workloads, with the ultimate goal of making the lives of our customer-facing employees easier so they can focus on what matters most, their customers.
The Business Program Manager is acＣountable for high-quality delivery of a set of services to assist the AcＣount an d Domain-Aligned field resources in attaining their business objectives through a team of contingent staff resources. This requires building an d maintaining an effective delivery team, networking an d collaboration, operational excellence an d getting results through others.
The Business Program Manager will assist with identifying continuous opportunities for process improvements, workflow processes an d appropriate onboarding an d support of delivery staff resources to ensure a high-quality service is delivered. Specifically, this position will support a new service s to deliver high-quality, consistent experiences to Microsoft sales personnel as they explore an d pursue leads in the sales lifecycle. Successful Sales Assist BPMs have a deep desire to align needs to solutions. Operating within a fast-paced, ever-growing start-up culture, our specialists thrive in ambiguity while working to share experiences an d opportunities with others to broaden impact to the business. The ideal candidate will bring energy, creativity, an entrepreneurial mindset, an d impressive critical thinking abilities that support acceleration of key deliverables within our Lead-to-Order （L2O） processes.
Key Deliverables & Responsibilities:
R26; Triage inbound requests from Microsoft Services sellers, driving an interview-style conversation to understand seller needs & status within the Sales Lifecycle.
R26; Routing sellers to appropriate content Ｏr specialized resources to support lead qualification Ｏr offering alignment.
o Depending on the seller’s needs, endpoints may include:
=607; Collateral available on internal sites that can help shape further customer discussions, detail Microsoft solutions, etc.
=607; Specific standard offerings that may align to customers’ needs
=607; Domain subject matter experts
=607; Collateral preparation team（s）
=607; Other Lead-to Order （L2O） processes
R26; Write, edit, proofread, design, an d format assigned customer-facing artifacts, including Budgetary Estimates, Proposals, Statements of Work, an d other specialized artifacts such as marketing collateral an d guidance documents.
R26; Support an d work with other team members to develop an d complete high-quality artifacts an d other specific proposal tasks:
o Set up an d manage collaboration sites on SharePoint
o Facilitate status calls
o Create/manage schedule, author process/guidance documents, an d maintain templates/artifacts associated with this position.
o Produce final customer deliverables
o Contribute an d maintain database/knowledgebase/archive of reusable guidance, templates, references, an d other pre-approved, customer-facing content.
o Complete weekly report on requests/opportunities
R26; Assist Microsoft Sales personnel in providing a world-class service to enterprise customers an d partners.
o Provide quality delivery of service center catalog items in line with catalog process descriptions an d SLAs through attention to detail, ownership of issues an d follow-through. Deliver on service center pilot services, per prescribed guidelines.
o Carry out regular quality reviews to ensure the processes are being followed an d verify the quality of deliverables.
o Ensure services are delivered to the agreed OLAs/SLAs. Where issues occur, log them an d take action per defined processes.
o Ramp quickly on changes to tools an d processes to ensure there is business/delivery continuity through changes.
o Alignment with Asia timezones to support service delivery as a second-tier escalation point for unique scenarios, special handling, an d quality-related concerns
R26; Collaboration with Offerings, Sales Readiness an d Operations teams to manage ongoing business changes
o Proactive engagement to identify necessary training for the broader team
o Ownership of change management processes for the service
o Develop an understanding of the broader business landscape to contribute/maintain IP that transcends Service Center services an d ES
R26; Compile, analyze an d share service performance an d trend information
o Connectivity back to Offerings, readiness an d Sales teams to propose data-backed changes/opportunities; this may include insight on common seller questions, offering feedback, etc.
o Service Reviews; Weekly, monthly service Ｕpdates
2. Building Relationships
o Work with Service Center delivery leads an d delivery managers to resolve escalations an d to improve internal processes & policies.
o Collaboration with Microsoft Delivery personnel to deliver consistent an d predictable delivery of services in the catalog that contributes to high customer satisfaction.
o Promote teamwork an d collaboration through a positive attitude an d effective communication. Participate in meetings an d other activities as required in order to support operations an d service delivery.
o Promote cross-region collaboration an d support the global community, by sharing best practices an d operational improvement opportunities to improve Service Center Services.
3. Business & Technology Insights
o Understand the goals of the Service Center an d the Service（s） you provide.
o Understand current business processes & tools which impact our service delivery an d work with the necessary owners internally to resolve any issues, an d fix processes.
o Identify issues that are systemic an d report on key trends.
o Provide feedback, recommendations an d data that contributes to refinement of processes, an d deliverables.
o Possess good technical expertise in relevant Microsoft technologies to quickly understand incidents an d provide a high-level review to all stakeholders.
Qualifications an d Experience:
- Experience working within Lead-to-Order/Pre-sales teams
- Experience with lead qualification/scoping an d alignment of customer needs to solutions
- Experience in an enterprise support and/or customer service environment（s） with a strong understanding an d knowledge of support, customer service delivery and/or the consulting industry an d processes.
- Advanced skills in Microsoft Office applications （Excel, Work, PowerPoint, etc.）
- Passion for an d track record of delivering great customer experiences.
- Consistently practices an d demonstrates strong organizational, communication, project/change management, negotiation, stakeholder management an d problem-solving skills.
- ITIL Foundation Certificate an d Microsoft Certified Professional certification desirable.
- Bachelor Degree in business Ｏr equivalent experience desirable.
- Excellent written an d oral English language skills. Bilingual （Mandarin English） at near-native proficiency levels is highly desirable.
One Microsoft, One Services
Microsoft Services is dedicated to delivering on Microsoft’s mission to empower every person an d every organization on the planet to achieve more. As one of the largest divisions inside Microsoft - with over 21,500 employees worldwide - this diverse team includes architects, consultants, support professionals, sales, an d business leaders who serve customers in 191 Ｃountries an d 46 languages. Simply put, we help customers get the most out of their technology investments. We are proud to be the face of Microsoft to many of our customers an d partners. The power of that connection, in addition to understanding how they use our products, helps us deliver the voice of our customers back to our business groups to make our technology an d Microsoft even better.
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