Business Program Manager - Ciudad de México - Microsoft

Microsoft

Empresa verificada

Ciudad de México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

The IC3 Calling team is on a mission to deliver world leading VoIP and Public Switch Telephone Network (PSTN) capabilities across Microsoft Teams, Skype, and Skype For Business products.

To accomplish this, the Global Carrier Services team requires a customer-focused individual to work directly with customers, an existing service desk, Microsoft engineering teams, and external telco carriers, to enable customers to successfully and smoothly transition to Microsoft Office Conferencing and Calling products.

The Service Desk is a critical component of the Global Carrier Services team working closely with enterprise customers.

The team is responsible for assisting customers porting their telephone numbers to Microsoft or helping them acquire global telephone numbers.

Come join our team and help global customers onboard world leading products, like Microsoft Teams.

This role requires rotating shifts, with potential weekend and public holidays work and a willingness to develop best-in-class practices and processes to make customer boarding a world class experience.

Responsibilities:

Language Support Requirements:

English - Full Professional Proficiency - Written and Spoken - Required

Spanish - Full Professional Proficiency - Written and Spoken - Strongly Preferred

Behavior and characteristics

Customer empathy, finds solutions to meet customers' needs whilst maintaining Microsoft's obligations
Strong leadership and a nurturing personality
Willingness to go the extra mile it takes to succeed, or help our customers succeed
Comfortable working cross group including with program managers, analysts, engineering, data scientists, 3rd party companies across the company, industry, and the world
Comfortable coordinating and running meetings with senior team members
Ability to implement others ideas and requests as well as generate your own
Selfmotivated, tenacious, strong team player
Ability to catalogue, structure, and priorities numerous reports and requests
Ability to plan and execute projects on behalf of a team with a wide range of tasks
Desire to learn and improve constantly
Desire to contribute to a world class team on a world class service for a world class company
Comfortable and confident talking with Microsoft's largest customers
Ability to make decisions with speed and confidence
Ability to lead discussions with customers and understand their needs
Ability to influence customers to optimize for successfully migrations to the cloud
Ability to learn and work quickly in an ambiguous and changing environment, with a strong attitude
Highly selfdriven with an ability to work independently
Highly organized with great project management skills
Ability to communicate effectively with enterprise customers, and defuse customer escalations
Meticulous with an analytical mindset, enjoys analyzing and interpreting data
Must be resilient to stress and versatile enough to transition between competing tasks and priorities with high frequency
Must have be balanced between speed and quality

Qualifications:

Desired experience and technical skills

Bachelor's degree preferably in International Business, Intelligence Studies, Management Information Systems, Computer Science. Other relevant experience considered in lieu of specific degree.
2+ years of experience working in a service desk or other relevant experience
1+ years of experience working with high value IT enterprise/corporate customers
1+ years of experience in a project or program management role
2+ years of experience working in a highpressure environment
2+ years of experience working in a business operations role
1+ years of experience in the telecommunications, fixed line or VOIP preferred
1+ years of experience managing a service desk team in the hightech industry preferred
2+ years incident and customer relationship management experience
Strong capabilities in Microsoft Office products
Telephone system, phone number management, phone number porting experience are a plus
Data analysis experience and strong Microsoft Excel or other data analysis tool knowledge
Proven experience using PowerShell, SQL or other development languages
ITIL/Six Sigma Certification is a plus

People management

This position is a not a direct people management role though it could be changed in the future in line with the needs of the business and team.

Budget control

The job holder has no budgetary responsibility but will adhere to budgetary restrictions.

Travel

Travel will be required on an occasional basis.

Job responsibilities:

Key responsibilities are:

Oversee and assist a team of vendors fulfilling customer number management orders, from Mexico City
Ongoing support, training, coaching, and guidance to a vendor order fulfilment team in Mexico City and Tallinn, Estonia
Handles sensitive data while adhering to strict security and privacy rules
Provide up to date and