With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

The Resource Manager is part of the Global Customer Fulfillment (GCF) as a global function, under GDWP organization, to own and manage resourcing for the Customer Experience & Success (CE&S)/Customer Success Unit (CSU) organization. Our team is responsible for efficiently and effectively staffing talents to deliver customer outcomes and enable CE&S to achieve its financial and customer satisfaction goals. We do this by enabling the hiring and staffing of CSAs across areas & global delivery teams and provide strategic staffing insights & work-force recommendations to the field management team.

We are hiring a Resource Manager in Asia. Our RM team is partnering across all areas as well as Global pools, but the concentration for this role is partnering with the CSA Global Delivery and/or Area teams in Asia.

This position is responsible for making prioritized staffing decisions, navigating through technical, political, and organizational complexity, and resolving conflicts to drive customer satisfaction. Fulfilling demand for Cloud Solutions Architect (CSA) & Customer Success Account Manager (CSAM) within defined service levels, maintaining data integrity throughout the resourcing process, and highly capable of converting the daily operations into strategic insights while providing sound business recommendations are core requirements for the Customer Success Resource Manager role. The role will also be the strategic resourcing partner with the field managers in resolving escalations, and assessing individual engineer skills, and provide recommendations/guidance for developing engineer readiness plans with CSU management team, in order to increase the skills to meet the demands of the business.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

The Resource Manager is a trusted advisor to area CSU management team, as well as a member of their extended team, ensuring constant understanding of the business needs and insights in order to provide timely staffing advises. This role is ultimately responsible for formulating and implementing our resource strategies across the aligned areas, with aspirational alignment as the virtual lead in assigned focus. Persons in this role shall demonstrate and maintain strong partnership across all levels, strong business acumen, and the ability to formulate and execute a detailed plan to meet business goals and customer needs. In addition, the ability to be flexible, take on challenges outside of current knowledge, and skill sets to meet CE&S/CSU evolution will be critical to achieve success.

Required/minimum qualifications

• Bachelor's Degree in related field AND 4+ years experience in consulting, client/project management, services delivery, or business development OR equivalent experience.

Additional or preferred qualifications

Bachelor's Degree in related field AND 5+ years experience in consulting, client/project management, services delivery, or business development OR equivalent experience.

• Extensive years of business experience in a global team setting within Professional Services/Customer Support organizations.
• Relevant industry & technical knowledge, self-motivated & result-oriented.
• Comfortable with hands-on operations (including but not limited to daily staffing transactions, escalations, reporting, and data analysis) in a fast-paced matrixed organization.
• Solid experience applying analytical methods to business problems, presenting the story behind the data in a structured way, and driving improved decision-making and outcomes.
• Passion for automation and innovation.
• Ability to manage ambiguity in an evolving and dynamic environment and the ability to challenge stakeholder requirements and drive good trade off decisions.
• Strong attention to detail and the ability to balance and prioritize multiple tasks to reach results within deadline.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.