Job # 1008255
Locations China, Wuxi
Job families Customer service & support
Teams Supply chain & operations management

Site Program 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 multiple sites supporting customers, we are looking for Site Program Managers with demonstrated experience in/understanding of site management for specific location for CSS within the Location Management and Planning team for CSS.

This role will be location specific and will be responsible for site management/administration of specific site/ location within a region.

Core Responsibilities:

• Single advocate for each CSS site, overseeing both FTE/ Staff augmentation sites and outsourced supplier sites in the region.
• 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:

• Lack of repeated complaints or issues regarding site administration for a specific location
• 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 services and support experience; self-motivated, confident working with senior leaders and comfortable working in a matrixed organization.
• Demonstrated 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 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.

Travel may be required as needed.