Job # 1008252
Locations China, Shanghai
Job families Customer service & support
Teams Supply chain & operations management

Geo Site PM Manager, Location Management & Planning, Customer Service and Support (CSS), Worldwide Services

With over 21,000 employees worldwide, the Microsoft Services team includes IT architects, consultants, support engineers, sales, and business leaders who serve our customers in 191 countries and 46 languages, providing best-in-class platforms and productivity services. Our Customer Services and Support (CSS) team is on the front lines with our customers - Consumer and Enterprise - helping them get the most from their technology investments.

With CSS spread across multiple sites and 3 time zones, we are looking for Site Managers with demonstrated experience in/understanding of management and administration of sites covering multiple sites within a given time zone.

This role will be location specific and will be responsible for site management/administration of multiple sites within a time zone.

Core Responsibilities:

• Ensure the appointment and activity of the site PMs at different sites, define what the norms are for the site administrators in the context of the business
• Responsibility for overall site administration, working with site administrators and core on-site team to ensure quality delivery of: Logistics (eg, IT), Health & safety, Legal, Site affiliation / culture program, Employee experience (appoint 'Voice of Employees' owner per site)
• Develop, monitor, and maintain a 'site administration scorecard' to support a fact-based measurement of site performance and capability to proactively identify emerging issues
• Single advocate for the time zone, overseeing both FTE/ Staff aug sites and outsourced supplier sites
• Define, document and implement site administration requirements and objectives
• Partner with on-site managers from Microsoft RE&F and global Security (GS) to ensure effective business operations for CSS team including facilities and office space management and business support operations, and compliance and adherence to local regulations & standards, insurance, and health & safety
• On-site accountability for ensuring an active local culture & affiliation portfolio including local site events, LT onsite visits, social gatherings, people updates, off –sites and retreats, and cultural integration/ onboarding of new hires & MACH hires (e.g. local buddy and mentorship programs).
• Develop, monitor, and maintain a 'site administration scorecard' to support a fact-based measurement of site performance and capability to proactively identify emerging issues
• Business continuity management, collaborating with RE&F, Security and delivery teams to ensure smooth transition of operations during local disruption and continuity situation

Success Criteria: includes:

• Higher than benchmark and consistent site performance (eg, 'site administration scorecard')
• Higher than benchmark feedback on employee experience at all the sites (through MS Poll – employee listening system at Microsoft)
• Lack of repeated complaints or issues regarding site administration across a time zone
• Consistent and thorough measurement of site performance (eg, 'site administration scorecard')
• Strong positive feedback from a multitude of stakeholders (site leads, site employees, direct reports, EG leaders, and CSS peers)

Skills & Qualifications:

• 10+ years of management experience; self-motivated, confident working with senior leaders and comfortable working in a matrixed organization.
• Demonstrated management experience in/understanding of site and location management
• Strong global culture awareness, communication and collaboration skills, across a complex matrixed network in CSS with multiple stakeholders in multiple locations.
• Demonstrated people remote management skills, appropriately guiding and developing resources to meet site needs appropriately.
• Demonstrated business acumen, being able to understand how site management links to key business objectives for a customer service organization.
• Demonstrated skills in delivering success, proactively thinking ahead and solving for potential problems, and ensuring resolution of current issues/complaints effectively.
• Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels
• Relevant Bachelor’s degree or experience commensurate with job expectations for this position is required.

Given the role will be at a time zone level, Travel may be required as needed.