Organization Summary:

If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Operations - and the value we deliver across Microsoft, our partners, and our customers. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development and recognizes and rewards great work. We make doing business with Microsoft easy.

Microsoft Enterprise Direct Services, within Microsoft Business Operations, provides direct and centralized operations services for Direct Enterprise Agreement customers to transact with Microsoft. We are accountable to design and execute transactional services across the Enterprise customer lifecycle. We relentlessly pursue process efficiency, timeliness, quality and compliance, all while providing world class Customer experience. We are looking for team members to join our team to focused on delivering an exceptional Customer experience with deep expertise in Contracting, Order Management, Billing and Supplier Management and Customer relationship experience.

Position Description:

In this management role you will be responsible for the delivery of a range of critical operational services that enable compliant, accurate and timely transactions and world class support for our customers. As the leader of this team you will also be required to recruit, develop and support the careers of a talented and motivated team, leading them as the business evolves and changes in support of our customers. You will be expected to model our leadership principles and create an open and inclusive environment to allow individuals to do their best work.

As a critical member of the management team you will also be able to contribute to the strategic direction of the organization and help deliver innovations in our processes, policies, and tools to make it easier to do business with Microsoft. The role will also provide fantastic opportunities to lead and shape next generation experiences for our customers. You will lead an Operations team in Microsoft Business Operations and be at the center of the team’s transformation and success. You will touch our most valued customers and reach across our most important businesses. Are you ready to make an impact in this exciting and challenging role? 

Responsibilities

People Management

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.

• Model - Live our culture; Embody our values; Practice our leadership principles.

• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.

• Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.

Business Operations Planning

• Coaches teams to identify and resolve root problems (e.g., root-cause analysis), define the program strategy, gather program requirements, identify resource needs, create the project plan and targets, and work across teams to align on the plan of record.

• Leads teams to define and track the success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as quality, adoption, usage, impact, and effectiveness for the program.

• Leads teams to evangelize the program to stakeholders, partners, and customers to gain buy in. Helps teams leverage data and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]) to demonstrate the value of the program and show business impact. Helps teams adapt communication style and storytelling strategy according to audience and business needs.

• Helps teams drive monthly business review (MBR) and helps teams run rhythms regularly to identify what is working and what is not and make improvements accordingly.

• Leads teams to collect and evaluate success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as acquisition, usage, impact, effectiveness, and customer feedback to use scorecards and dashboards to monitor programs and ensure all activities align with business and program objectives, and to report up to leadership and create leadership visibility.

Business Operations Execution

Provide leadership across a team of Customer Operations Managers supporting our customer’s licensing lifecycle , with a focus on the following services: * * ​

• Customer Relationship Management across our pre- and post-sale services

• Contracting and Order Management: deal & contract validation, pipeline management

• Billing Management: billing execution monitoring, credit approval management, risk management

• Customer Service: management of all operational customer service inquiries

• Stakeholder Management: (field, partners, customers) 

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Business, Operations, Finance or related field AND work experience in program management, process management, process improvement

• OR equivalent experience.

• Management experience (e.g. people, project, process, vendor, change).

• English language proficiency (verbal and written).

Additional or Preferred Qualifications

• People management experience.

• Experience working in a customer service environment and in a large matrixed multinational company.

• Technical, Business, Financial and Marketing background to drive pipeline management, support services, process improvement and business analytics.

• Experience with similar industry Business Value deal constructions.

• Experience with Microsoft licensing concepts, including contracts, quotes and invoices, as well as evaluation and review of complex proposals, agreements, and amendments.

• Experience in complex, global programs where design, development, and implementation of new processes, systems and organizations are required.

This role will require office presence of minimum 3 days/week.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .