Customer Lifecycle Operations Manager
hace 4 semanas
Microsoft Business Operations: A World of Opportunities
If you're passionate about driving innovation and excellence, we invite you to explore the world of Microsoft Business Operations. Our team delivers value across Microsoft, to our customers and partners, through unique opportunities to work on global projects in a diverse and talent-focused environment.
Position Overview
The Customer Lifecycle Operations (CLO) team is responsible for designing and managing global tele sales solutions on behalf of Microsoft's Corporate and Field teams. We aim to increase customer retention, accelerate transition to modern offers, and retain & grow revenue through a world-class vendor ecosystem.
Key Responsibilities
- Lead operational performance and service delivery excellence through a network of world-class global tele vendors.
- Design, create, and execute tele service operations regionally for programs including Solution Assessment and Enterprise Services.
- Manage supplier performance, ensuring regional execution excellence and KPI attainment.
- Manage program ROB (MBRs/QBRs) across operations, supplier, and business stakeholders.
- 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.
- Drive and manage excellent stakeholder engagement across Sales, Operations, Finance, and BI teams.
Requirements
- 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.
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