CLO Program Manager

The CLO (Customer Lifecycle Operations) Program Manager will oversee the design and delivery of outsourced global tele-services solutions, leveraging a network of top-tier global tele-sales and tele-services vendors. This role is pivotal in driving operational performance, ensuring the highest standards of compliance, and executing business strategies through exceptional outsourced service delivery. A critical aspect of this position is to ensure that supplier (global vendor) performance consistently meets and exceeds the expectations of both customers and stakeholders. The role requires significant executive stakeholder engagement and stakeholder management within a matrix organization.

This is a pivotal role in leading the success of CLO supported business motions, and the successful candidate will have the opportunity to make a significant impact on Microsoft’s future success.

Our hybrid work policy is built on flexibility, inclusiveness and productivity and will require a minimum of 60% office-based presence for this role.

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. 

Vendor Management:

• Program Strategy Execution: Ensure the highest standard of delivery and execution of the program strategy via the global vendor ecosystem.
• Performance Management: Manage outsourced global vendor performance and KPIs attainment, tracking vendor performance at both local and global levels.
• Business Rhythm Leadership: Own and lead the program rhythm of business, including Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) with global vendors and Microsoft executive stakeholders.
• Performance Verification: Verify the monthly performance results of the vendors.
• Financial Management: Own financial management and tracking of budgets and spend for the program, ensuring an accurate and compliant invoicing process.
• Headcount Management: Manage supplier headcount, maintaining full program coverage at all times to meet business outcomes.

Compliance:

• Performance and Compliance Objectives: Ensure all program performance and compliance objectives are met.
• Legal and Regulatory Compliance: Ensure compliance with legal and regulatory requirements, as well as Microsoft's policies and standards.
• Policy Adherence: Manage supplier headcount ensuring 100% compliance with outsourced policy.

Stakeholder Engagement:

• Relationship Development: Develop and maintain strong relationships with Microsoft business stakeholders and global tele vendors, ensuring alignment with Microsoft's goals and objectives.
• Cross-functional Collaboration: Collaborate with cross-functional teams to drive continuous improvement and innovation in the outsourced tele-sales program.
• Market Analysis: Monitor and analyze market trends and the competitive landscape to inform program strategy and direction.
• Change Management: Lead change management initiatives to drive the adoption of new program features and capabilities.
• Program Content Design: Contribute to the design and build of new program content and delivery/readiness plans for new services.