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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 Business Operations and the value we deliver across Microsoft, to our customers and partners. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development, recognizes, and rewards great work.

We make doing business with Microsoft easy.

Position Description

The Customer Lifecycle Operations (CLO) team is responsible for design and management of global tele sales solutions on behalf of Microsoft’s Corporate and Field teams, that increase customer retention, accelerate transition to modern offers, increase selling time, retain & grow revenue through a world class vendor ecosystem. We manage a portfolio of services across SMC and Enterprise with more than 1,500 supplier teams globally.

The Customer Lifecycle Manager (CLM) plays a pivotal role, leading operational performance and service delivery excellence through a network of world-class global tele vendors.

The role will lead the design, creation and execution of tele service operations regionally for programs including Solution Assessment and Enterprise Services, ensuring supplier performance continually meets and exceeds customer and stakeholder expectations.

You will deliver the right information at the right time to business stakeholders and sponsors, collaborating across a broad range of teams including Operations, Sales, Policy and Finance.

You will identify process improvement and business process redesign initiatives that optimise cost, Increase ROI and continually improve performance.

Candidate Profile - You are looking to learn and contribute to Microsoft Business Operations transformation journey. You bring diverse perspectives  designing solutions that delight our customers, partners and stakeholders. You are passionate for problem solving and driving impactful change in a fast-paced dynamic environment. You see opportunities when others see failures. You can build alliances with stakeholders and are an excellent communicator. You value diversity and are a great listener. You want to be part of a great team, seeking and solving new challenges in a fun environment.

The opportunities to lead and shape next generation customer experiences are nothing short of amazing. You will be at the center of the Company’s Cloud transformation, touching our most valued global customers and contributing to Microsoft’s future success. There could not be a more exciting and challenging role. Are you ready for the challenge? Are you ready to make an impact?

Responsibilities

Responsibilities

• Manage supplier performance, ensuring regional execution excellence and KPI attainment.

• Manageprogram ROB (MBRs/QBRs) across operations, supplier and business stakeholders.

• Management of Supplier headcount, including financials (invoice approvals).

• Ensure all program performance and compliance objectives are continually met and exceeded.

• Contribute to the design & build of new program content and delivery plans for new services.

• Manageprogram budget, partnering with BPO, Finance and Suppliers to maintain tight control of program financials including Proof of Execution (POE).

• Drive and manage excellent stakeholder engagement across Sales, Operations, Finance, and BI teams.

• Define and build best practices for program delivery and execution in partnership with global piers.

• Identify and enable synergies that continually mature and improve program capabilities.

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Business, Operations, Finance or related field AND 4+ years work experience in program management, process management, process improvement

• OR equivalent experience.

Preferred Qualifications:

• Bachelor’s degree or equivalent work experience.

• 5+ years of experience in MS sales, operations, or similar discipline.

• Experience managing Vendor performance and KPIs.

• A proven track record delivering impactful results in a complex environment.

• Strong communication and influencing skills.

• Ability to simplify complex situations with strong analytical and problem-solving skills.

• Proven experience in complex program management where design, development and implementation of new processes, systems and tools are required.

• Strong project and process management with proven ability to plan, schedule & coordinate across diverse teams.

• Ability to develops creative solutions to complex problems by applying knowledge and judgment to identify approach and methods.

• MBA is a plus.

• Experience in Tele Sales, Sales or Global Business Process Outsourcing.

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) .