Onboarding Office365 People Manager

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Employer: Microsoft
Domain:
  • IT Software
  • Job type: full-time
    Job level: Manager
    Location:
  • BUCHAREST
  • Updated at: 08.02.2015
    Remote work: On-site
    Short company description

    It’s a time of exciting change and new thinking at Microsoft. We’re focused on improving the day-to-day lives of our customers, delivering meaningful impact through ground-breaking technology and providing a truly unified experience.

    Through incredible services like OneDrive and Xbox Live powering a Mobile First, Cloud First world, we deliver a positive blend of work and play across different devices, locations and users. Across digital life, we’re reinventing productivity.

    In order to fuel this change, we need people prepared to challenge convention, question the status quo and collaborate with likeminded individuals that don’t fear failure but see it as a necessary step toward making a mark on the world.

    If shaping a better, more exciting future is what motivates you, you’ll be in good company.

    Find out more about Jobs at Microsoft Romania and apply.

    Requirements

    Contacts:





    This position has contact with CSS Managers, Microsoft developers, Program Management, MCS, other support vendors, and regular contact with customers and executive management.





    Qualifications Recommended:





    The ideal candidate will have a four year degree or the equivalent in work experience and preferably 5 years prior management or related product/customer support experience. Demonstrated leadership skills are required. The successful candidate will have the ability to communicate effectively with corporate customers, possess an understanding of the onboarding process and demonstrate a vision for the future of Microsoft support. Candidate should also have excellent customer service skills, good oral and written communication skills, proven ability to handle difficult and sensitive situations involving the most critical and politically charged customer situations; to lead projects and to motivate others.





    Skills and qualifications:


    Advanced skills in troubleshooting, communication, and collaboration


    Working knowledge of Office 365 would be a plus


    Minimum of 3 years of experience in systems development, network operations, software support or I.T. consulting.


    Five or more years of industry experience with Microsoft Products and Services


    Solid understanding of client/server, networking, and Internet technologies fundamentals.


    Desired background in Technical Training. Education Bachelor's Degree in Comp. Science, Comp. Info. Sys., Math, Engineering, Business, or related field.


    Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings


    Responsibilities

    Responsibilities:


    Enhance the productivity of the Onboarding delivery team by working with the management team to set challenging performance goals.


    Enhance the goal of quality support by providing individual coaching feedback on how to improve customer service, communication skills, and technical ability.


    Lead, schedule, coordinate, and participate in daily work, meetings, and projects relevant to the onboarding team and address daily issues that affect support at the team.


    Act as worldwide escalation product owner for Office 365 onboarding. Responsibilities include ensuring consistency and follow-through for worldwide escalation processes and coordinating the development, scheduling, and implementation of the Onboarding team.


    Manage critical and high impact escalated problems for customers and ensure ownership of issues until resolved completely; manage issues in such a manner as to ensure no breakdowns in the communication or technical aspects of the issue; communicate with customers and executive management regarding escalated issues.


    Act as highest level of escalation management for customer problems within Global Business Support for problems involving Office 365 Onboarding.


    Act as key escalation management interface to Sustained Engineering and Development for the resolution of high impact or pervasive issues affecting Microsoft’s customers.


    Conduct interviews for Onboarding Relationship Managers, Onboarding Engineering Leads and Onboarding Engineers.


    Develop and enhance cooperative interdepartmental relations and communications within Global Business Services, Premier Field Engineering, MCS, CXP and throughout Microsoft, to proactively address issues that have potential for escalation to the Office 365 Onboarding engineering escalation teams.


    Help to hire and train new Onboarding Team Managers.


    Conduct performance appraisals and assist in the career development of team members.


    Maintain high level of open communication and employee morale within the team.


    Perform other management activities such as preparing justifications for major and/or non-budgeted expenses, arranging for equipment and supplies, identification and facilitation of necessary training, and preparation of monthly reports.

    Other info


    Do you want to be a key leader in Microsoft’s fastest growing business and help drive customer adoption and usage of the Microsoft Cloud?


    Are you passionate and excited about working directly with Microsoft customers and partners to ensure success as they transition their businesses to Office 365? If so, keep reading.


    Office 365 Onboarding Center is looking for a thoughtful, analytical, high energy People Manager to lead a new team that will be responsible for delivering onboarding support services for the next version of FastTrack. The Onboarding Team Manager lead a team of Onboarding Engineering Leads and Onboarding Relationship Managers that will help transform the traditional on-premises deployment approach to an automated Onboarding Service for all customers.


    The Onboarding Team Manager position is responsible for supervising and enhancing the performance of a team of highly skilled onboarding engineers and onboarding relationship managers who will drive execution and provide automation improvements to maintain customer and partner satisfaction during the FastTrack deployment phase. Areas of responsibilities include: building a customer focused culture, driving high customer satisfaction with the onboarding experience for Microsoft’s customers using Microsoft Office 365. The position is also responsible for world-wide escalation management for the Microsoft Office 365 Onboarding Center.

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