As member of the Asia Sales Enablement & Operations’ Senior Leadership team, responsible for growing Microsoft's enterprise support business through the following key strategic and operational initiatives:• Acceleration of customer's ROI on their cloud solution investments, and acceleration of customer's digital transformation through the offering and expansion of Microsoft's premium enterprise support solutions.• Planning and execution of Go-To-Market (GTM) strategies (incl. marketing, sales field enablement, account planning) for the company’s flagship Enterprise Support programs across all market segments (incl. Enterprise, SMB-C, Public Sector, and digital sales).• Drive new customer acquisition, customer retention, and business expansion through business intelligence analysis, demand-generation sales & marketing initiatives, and sales operations process improvements.• Drive cross-functional collaboration with other MS cloud solutions business owners to plan and execute joint cross-solution GTM marketing and sales initiatives (e.g. opportunity pipeline generation).• Partner with local, APAC regional and global key stakeholders to drive product and business operational improvements (incl. product offerings, sales territory planning, GTM readiness, field enablement, industry and competitive analysis).• Planning and execution of tele-sales project focused on demand generation for SMC segment.• Drive thought leadership through cross-functional marketing events.• Program-manage the launch readiness of new Enterprise Support offerings/programs and field marketing campaigns.• Program-manage the creation of Support business case studies and the creation/localization of sales & marketing assets.• New employee coaching & mentoring.

As member of the Executive Leadership team, responsible for leading company-wide digital transformation and business turnaround efforts.Head of Product & Engineering business unit responsible for the following functions:• Product Management / Go-To-Market Strategy (incl. product roadmap planning and risk assessment; business / technical requirements definition and prioritization; stakeholder management).• Software Engineering (incl. multi-regional (JP, US, EU, IN) product development; code refactoring; Agile methodology adoption).• Software Quality Assurance (incl. planning and execution of software reliability test programs).• Technical Support Operations (incl. deployment of software applications/platforms, client network support, remote work enablement, internal IT Help Desk operations).Directed migration of on-prem (legacy) Advertisement Media Platform to cloud-base (Azure) next generation media platform (incl. feature development and integration, UAT testing, field readiness, DevOps Scrum management, stakeholder management and escalations).

As member of the Executive Leadership team, responsible for leading company-wide digital transformation and business turnaround efforts.Head of Global Operations business unit responsible for the following functions:• Campaign Management – Sales support and management of mass/targeted campaign programs (incl. design, client proposal, in-flight monitoring and reporting). Industry verticals: CPG, Retail, Services.• Client Services – Setup and execution of omni-channel campaign programs (inc. print & digital).• Creative Design – Creation of print and digital media assets.• Store Network Operations – Management of IT systems and store operations network; supply management; vendor management (incl. Contact Center, Field Service, Help Desk, Refurb/Repair Centers); field enablement; client/customer escalation management.• Business Systems & Strategy - Strategic planning / implementation of enterprise-wide business systems (incl. Salesforce; Advertisement Media Platform; Digital Asset Management); product management and service launch readiness.• Business process optimization and productivity improvements.Special assignment (concurrent role): Program Director for the re-launch of new business-critical Azure cloud based global Advertisement Media Platform.

Regional head of customer support operations for Adobe's Digital Media business (incl. Consumer, SMB, and Enterprise):* Business transformation and change management (I.e. packaged SW to SaaS)* Customer contact center operations management (Japan / Greater China / Korea)* Strategic partnerships* New services / new product introduction and launch readiness* Product management (e.g. service automation)* Support delivery differentiation strategies * Service Quality management (incl. technical support and customer service)* Global project management (incl. CRM migration; messaging platform)* Customer advocacy* Customer Experience improvement (incl. self-help, self-learning, etc.)* Customer retention strategy and operations * Customer journey mapping* Knowledge Management strategy* Instructional / Training design program management* Social Media strategy (incl. SNS, community forums)* Operational process improvement / re-engineering (I.e. operational scalability)* Outsourced vendor management (i.e. regional contact center network)* Defect prevention / Contact volume reduction* Operational metrics & web analytics* Functional strategy & Organizational design* Sales operations / e-commerce support* Enterprise customer success management * Employee engagement/ success strategies * Hiring & Coaching

CS Operations Strategy and Planning:* Contact Center support operations* New services / new product introduction & Launch readiness / e-commerce * Project Management* Product management * Customer advocacy / Customer Experience management* Instructional Design strategy & delivery* Knowledge Management strategy* Social Media channel strategy & implementation* Operational process improvement (Kaizen)* Defect prevention* Operational metrics & web analytics* Functional strategy & Organizational design* Change management* Hiring & Coaching

Global CS operations management, including:* Planning / implementation of CS strategies worldwide* CS operations outsourcing initiatives* ODM vendor management (Taiwan / China)* SLA contract negotiations* Operational KPI's implementation* Global supply chain management* Logistics (Forward / Reverse) process improvements* Service cost reduction* Financial simulation* International project management* Worldwide business / technical support (Asia Pacific; Europe; Americas; China; Japan)* Commercial conflict resolution* Coaching

* Parts distribution management* Project management* Insourcing of warehouse and parts distribution operations* International project management* International logistics operations performance management* Financial analysis

* B2B distribution channel management (Notebook PC category)* Product portfolio management (Notebook PC category)* New product introduction & Sales field readiness* Product pricing and discount strategies* Market analysis (incl. market share / consumer demand)* Business operations process improvement* Account management* Sales & Marketing support

* Field service readiness* Notebook PC repair operations* Strategic business planning* Training development* Coaching

* Service operations improvement (Latin America)* Implementation and reporting of operational / cost KPI's* Service cost data analysis* Net Promoter Score (NPS) initiatives* Call center operations improvement* Business / technical support (Latin America / Caribbean Region)

* Post-Sales Service operations management* B2B & B2C Service Account Management (I.e. Tier 1 & 2 Telco wireless service providers)* SLA contract negotiations and management * Operational KPI's creation and evaluation* ASC Network management for mobile phone repairs* Forward / Reverse logistics process improvements

* New product launches (mobile phones)* NPI Field service readiness* Business / technical audits of mobile phone repair centers* Evaluation & Certification of phone repair ASC's in Asia Pacific, US, and Latin America* Outsourcing of mobile phone repair operations* International project management* Worldwide technical support* Technical training* Coaching

* International business liaison (John Deere - Hitachi)* Order fulfillment improvements* Logistics process analysis and improvements* Commercial agreement management* Market share analysis and reporting

* Product quality management* Manufacturing process quality management* New Product Introduction projects

* New product development* Prototype testing* Accelerated endurance tests of mechanical, hydraulic, and electrical components* Quality Assurance feedback to engineering design and parts vendors* Training of newly hired engineers

* New product launches* Manufacturing / Assembly operations process improvement* New design implementations* Assembly line efficiencies* Time studies* Ergonomics studies* New engineer training

Customer Service & AssistanceAirport ground operations supportHotel guest supportHospitalityservices