We are looking for a thoughtful and mature business program manager who is highly experienced with service desk operations, specific experience working in or with telecoms or the technology industry is highly desired. The candidate must have established customer engagement skills, experience working in a fast-paced ticket driven environment, and a focus on customer empathy and customer support. 

The Service Desk is a critical component of the Carrier Operations team working closely with enterprise customers, Microsoft engineering teams, external telecommunication partners, Microsoft customer support teams, Microsoft account management / sales teams, and other vendor companies. The team is responsible for assisting customers porting their telephone numbers to Microsoft, and with helping customers acquire global telephone numbers.

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

Responsibilities

Key responsibilities are:

• Handles sensitive data while adhering to strict security and privacy rules.

• Provide up to date and actionable briefings to the leadership chain regarding current business operations, customer incidents, and tolling/process issues.

• Actively participate in service desk daily work

• Proactively identifies process gaps /issues, and present solutions for resolution.

• Contribute to and evolve a playbook of processes, keeping them current and useful.

• Propose preventative measures, process enhancements and improved tolling functionality.

• Work as a subject matter expert, and partners with program managers to enhance the customer experience through change.

• Adhere to, closely monitor, and report on KPIs including time to action, and port order completion timelines.

• Maintain a portfolio of customers and tickets associated with these customers.

• Contributes to the development of code to automate business process flows.

• Contributes to the backlog of development activities.

• Representing and modifying the Service Desk product catalog for new service offering.

• Works with ticketing queue to ensure customer requests are closed on time and with quality.

Behavior and characteristics:

• Willingness to go the extra mile it takes to succeed, or help our customers succeed.

• Comfortable working cross functionally 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 other’s ideas and requests as well as generate your own.

• Self-motivated, 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.

• 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.

• Highly self-driven with an ability to work independently.

• Highly organized with great task and time 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.

Qualifications

Qualifications:

Languages:

Must be fluent in English both spoken and written.

Must be fluent in at least one other of the languages below.

Korean

Japanese

Malaysian

Mandarin

Cantonese

Indonesian

Filipino

Vietnamese

Fluency in multiple languages is highly desired.

Desired experiences 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 performing or coordinating business analysis.

2+ years of experience working in a business operation role.

1+ years of experience in the telecommunications, fixed line or VOIP preferred.

2+ years of experience working in a service desk team in the high-tech industry preferred.  

2+ years incident and customer relationship management experience

Strong capabilities in Microsoft Office products

Experience with Microsoft Dymanics365 a plus

Telephone system, phone number management, phone number porting experiences a bonus

Data analysis experience and strong Microsoft Excel, PowerBI, or other data analysis tool knowledge a plus

Experience writing code, creating automation, and building dashboards a BIG Plus.

Familiarity with DB, programming, and scripting languages like PowerShell, SQL, Java, Python, and other coding experience a BIG Plus.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.