Customer Operations Manager

If you aspire to achieve excellence and are motivated by the opportunity to address challenges that shape how the world lives, works, and plays, Microsoft Operations offers an exciting path forward. Here, we deliver value across Microsoft, our partners, and our customers, while providing unique opportunities to contribute to impactful global projects.

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.

We are looking for a Customer Operation Manager to join the team. The Customer Operations Manager is responsible for customer-facing licensing solutions and must be a subject matter expert within our Volume Licensing concepts and processes. The Customer Operations Manager will provide direct, front line transactional support for Microsoft Field sellers and our customers. The Customer Operations Manager is responsible for ensuring adherence with the Microsoft account plan, ensuring deliverables are executed on time and of high quality for our customers.

Joining Microsoft Operations means becoming part of a diverse and inclusive environment that emphasizes talent development and recognizes exceptional work. Our focus is on simplifying business processes while empowering individuals to lead and design transformative experiences for both internal stakeholders and end customers.

This role presents an outstanding opportunity to drive innovation and make meaningful contributions in a dynamic and fast-paced setting. Are you prepared to take on this challenge and create a lasting impact? Your journey begins here.

Contracting and Order Management ​

• Deal and Contract Validation: Manage the validation and execution of agreements and post sales lifecycle transactions enabling accuracy in downstream financial processes followed by compliant issuance of customer contracts in accordance with Policies, Global and SOX approved deal financials.
• Pipeline Management: Manage critical deal lists on a monthly and quarterly basis​ in alignment with expectations with the Sales, Sales Excellence and key Subsidiary sales stakeholders on all critical deals for the month​​.

Billing Management​

• Billing Execution: ensuring accurate and compliant order and invoice approval and dispatch (standard and local) to maximize cash flow and collectability for all invoices.​
• Credit Approval management: including orchestration of all Finance exception approvals on high value credits and execution of all credits and associated rebills.​
• Billing status and risk management: including tracking and communicating contract billing status to key stakeholders highlighting risks with contractual requirements, customer PO coverage, customer sign offs and credit/payment status. ​

Customer Service

• Serve as the primary point of contact for all operational customer service inquiries, concerns, and issues.
• Oversee the daily operations of the customer service team to ensure quality standards are met and maintained.
• Monitor customer service metrics and KPIs to identify areas of improvement and implement strategies to boost performance.
• Handle escalated customer service issues and complaints in a professional and efficient manner.
• Work closely with other departments to resolve customer issues and ensure a positive customer experience.
• Develop and implement processes and procedures to streamline the customer service operation.
• Stay up-to-date on industry trends and best practices to ensure the customer service team is providing the highest level of service possible.
• Generate reports on customer service metrics and activity for senior leader consumption and monthly business reviews.

Operations Excellence: Optimization and Process improvement​

• Acts as a thought leader to drive consistency in processes, capabilities, and services meeting performance expectations for consistency, accuracy, simplification, and timeliness of delivery​.
• Trusted advisor for customers and internal clients on operational processes and capabilities, and provides efficient, scalable operational solutions across a portfolio of accounts​.

Stakeholder Management (Field, Partners, Customers) ​

• Uses voice of customer frameworks and metrics to identify trends and influences across multiple customers and internal groups.

Other 

• Embody our and