Customer Lifecycle Operations Specialist

hace 2 semanas


San José, San José, Costa Rica Microsoft A tiempo completo

Overview

Microsoft Business Operations is driving innovation and excellence across the globe, and we're looking for a talented Program Manager for Global Tele Sales to join our team

We're the ones making doing business with Microsoft easy, and we're committed to delivering exceptional customer experiences. As a Program Manager for Global Tele Sales, you'll play a pivotal role in leading operational performance and service delivery excellence through a network of world-class global tele vendors.

You'll design, create, and execute tele service operations regionally for programs including Solution Assessment and Enterprise Services, ensuring supplier performance continually meets and exceeds customer and stakeholder expectations. You'll 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.

Our ideal candidate is passionate about problem-solving, driving impactful change in a fast-paced dynamic environment. You'll have diverse perspectives designing solutions that delight our customers, partners, and stakeholders. With strong analytical and problem-solving skills, you'll identify process improvement and business process redesign initiatives that optimize cost, increase ROI, and continually improve performance.

Responsibilities

  • Manage supplier performance, ensuring regional execution excellence and KPI attainment.
  • Manage program ROB (MBRs/QBRs) across operations, supplier, and business stakeholders.
  • Manage 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.
  • Manage program 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 peers.
  • Identify and enable synergies that continually mature and improve program capabilities.


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