Customer Operations Manager
hace 4 semanas
Overview
Microsoft is seeking a highly skilled Customer Operations Manager to join our team. As a key member of our operations team, you will be responsible for managing customer-facing licensing solutions and providing direct support for Microsoft Field sellers and our customers.
The ideal candidate will have a strong background in operations, program management, or process management, and will be able to demonstrate a high level of fluency in English and Spanish. Experience with Microsoft licensing concepts, including contracts, quotes, and invoices, as well as evaluation and review of complex proposals, agreements, and amendments, is highly desirable.
The Customer Operations Manager will be responsible for ensuring adherence with the Microsoft account plan, ensuring deliverables are executed on time and of high quality for our customers. This role will also provide opportunities to lead and shape next-generation experiences for internal stakeholders and end customers.
Responsibilities
Contracting and Order Management
- 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.
- 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
- Ensure accurate and compliant order and invoice approval and dispatch (standard and local) to maximize cash flow and collectability for all invoices.
- Manage credit approval and execution of all credits and associated rebills.
- Track and communicate 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
- Act 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)
- Use voice of customer frameworks and metrics to identify trends and influences across multiple customers and internal groups.
Benefits and Perks
- Industry-leading healthcare
- Educational resources
- Discounts on products and services
- Savings and investments
- Maternity and paternity leave
- Generous time away
- Giving programs
- Opportunities to network and connect
-
Customer Operations Manager
hace 3 semanas
San José, San José, Costa Rica Microsoft A tiempo completoOrganization OverviewAt Microsoft, we're driven by a passion for innovation and a commitment to excellence. Our Enterprise Direct Services team is responsible for providing direct and centralized operations services for Direct Enterprise Agreement customers, ensuring seamless transactions with Microsoft. We're seeking a talented individual to join our team...
-
Customer Lifecycle Operations Manager
hace 4 semanas
San José, San José, Costa Rica Microsoft A tiempo completoJob DescriptionOverviewMicrosoft Business Operations is seeking a highly skilled and motivated individual to join our team as a Customer Lifecycle Manager. This is an exciting opportunity to work on innovative global projects and contribute to the company's success.Position DescriptionThe Customer Lifecycle Operations (CLO) team is responsible for designing...
-
Customer Operations Manager
hace 2 semanas
San José, San José, Costa Rica Microsoft A tiempo completoAbout the RoleWe're seeking a highly skilled Customer Operations Manager to join our team at Microsoft. As a key member of our operations team, you'll be responsible for delivering exceptional customer experiences through strategic deal execution, volume licensing solutions, and operations excellence.Key ResponsibilitiesManage the validation and execution of...
-
Customer Support Specialist
hace 2 semanas
San José, San José, Costa Rica Igp Operations Ltd A tiempo completoAbout Us:We at iGaming Platform strive to create a positive and supportive work environment where our team members can grow and thrive. Our high-energy atmosphere is built on a foundation of collaboration, empathy, and a commitment to excellence. We encourage our team to take ownership of their work and to seek out challenges as opportunities for growth and...
-
Customer Service Operations Manager
hace 3 semanas
San José, San José, Costa Rica Uber A tiempo completo**ROLE OVERVIEW**At Uber, we're committed to delivering exceptional customer experiences. As a Senior Customer Support Supervisor, you'll play a critical role in ensuring our Greenlight areas operate efficiently and effectively.**KEY RESPONSIBILITIES**Provide top-notch customer service to new and existing Uber earners, resolving issues promptly and...
-
Customer Engagement Operations Manager
hace 2 meses
San José, San José, Costa Rica Microsoft A tiempo completoOverview Organization Summary At Microsoft Business Operations, we are committed to excellence and innovation that transforms how individuals and organizations interact with technology. Our diverse environment fosters talent development and recognizes outstanding contributions, allowing us to deliver exceptional value to our customers and partners...
-
Snacks Operations Manager
hace 1 mes
San José, San José, Costa Rica Kellanova A tiempo completoUnlock Your Potential as a Snacks Operations ManagerAre you passionate about driving business growth and enhancing brand visibility? We're seeking a skilled Snacks Operations Manager to join our Commercial Team at Kellanova. As a key member of our team, you'll be responsible for developing and executing customer-centric marketing strategies to drive sales...
-
Senior Customer Operations Analyst
hace 2 semanas
San José, San José, Costa Rica Sentinelone A tiempo completoAbout SentinelOneSentinelOne is a leading cybersecurity company that provides an XDR platform for preventing, detecting, and responding to threats in real-time. Our platform uses AI models to deliver autonomous protection, giving our customers full transparency into their network activity.Our Team CultureWe value names being known, results being rewarded,...
-
Customer Lifecycle Operations Manager
hace 3 semanas
San José, San José, Costa Rica Microsoft A tiempo completoMicrosoft Business Operations: A World of OpportunitiesIf 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...
-
Customer Lifecycle Operations Specialist
hace 2 semanas
San José, San José, Costa Rica Microsoft A tiempo completoOverviewMicrosoft 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...
-
Affiliate Marketing Manager for iGaming Operations
hace 3 semanas
San José, San José, Costa Rica First Class Customer Service A tiempo completoOur iGaming division is experiencing rapid growth and we are seeking a dedicated Affiliate Manager to join our dynamic team.Key Responsibilities:Identify and recruit affiliates to expand our networkBuild and maintain relationships with existing affiliatesNegotiate and manage affiliate agreements and commission structuresProvide ongoing support and assistance...
-
Technical Operations Manager
hace 4 horas
San José, San José, Costa Rica Airespring A tiempo completoCompany OverviewAireSpring is a leading provider of Cloud Communications, Managed Connectivity, and Managed Security. Founded in 2001, the company has earned a stellar reputation for delivering exceptional customer experiences.We aim to delight our clients by providing personalized service and helping them connect and communicate easily. Our mission is to...
-
Senior Marketing Operations Manager
hace 3 semanas
San José, San José, Costa Rica Intelliswift Software, Inc. A tiempo completoJob Title: Senior Marketing Operations ManagerJob Description:We are seeking an experienced Senior Marketing Operations Manager to join our team at Intelliswift Software, Inc. as a Marketing Program Manager.Key Responsibilities:• Lead the development and implementation of comprehensive operational plans to manage complete project lifecycles for complex...
-
Senior Operations Manager
hace 4 semanas
San José, San José, Costa Rica Microsoft A tiempo completoJob SummaryWe are seeking a highly skilled and experienced Senior Operations Manager to join our team at Microsoft. As a key member of our Operations team, you will be responsible for delivering critical operational services that enable compliant, accurate, and timely transactions and world-class support for our customers.Key Responsibilities* Lead a team of...
-
Customer Success Operations Manager
hace 2 semanas
San José, San José, Costa Rica Td Synnex A tiempo completo**Job Role Overview**:The Customer Success Supervisor is a key position at TD SYNNEX, responsible for overseeing and managing our Customer Success operations. This role plays a critical part in understanding and implementing customer success practices aligned with our vendors' strategies.**Key Responsibilities**:Oversee and supervise the customer success...
-
Operations Manager
hace 3 semanas
San José, San José, Costa Rica Transperfect A tiempo completoJob SummaryThe Operations Manager is responsible for the day-to-day management of the call center, ensuring all resources are in place to deliver exceptional service. This role requires strong leadership and communication skills to manage a team of supervisors and interpreters, driving performance and quality.Key ResponsibilitiesManage team performance,...
-
Restaurant Operations Manager
hace 2 días
San José, San José, Costa Rica D.C. Global Talent Inc. A tiempo completoJob OverviewD.C. Global Talent Inc. is seeking a highly skilled Restaurant Operations Manager to oversee the day-to-day operations of our multi-outlet establishments.About the RoleThis key position will be responsible for leading a diverse team, developing operational policies, collaborating with the culinary team, and maintaining high service standards and...
-
Assistant Store Manager
hace 4 días
San José, San José, Costa Rica Skechers A tiempo completoJob OverviewWe are seeking an experienced Assistant Store Manager to lead our retail operations team at Skechers.This is a unique opportunity for a customer-focused and results-driven individual to take on a leadership role in driving store performance and delivering exceptional customer experiences.
-
Group Manager, Operations Leader
hace 4 semanas
San José, San José, Costa Rica Microsoft A tiempo completoJob Title: Group Manager, OperationsJob Summary:We are seeking a highly skilled Group Manager, Operations to lead our team in delivering exceptional customer experiences. As a key member of our Microsoft Business Operations team, you will be responsible for driving process efficiency, timeliness, quality, and compliance while providing world-class customer...
-
Global Customer Experience Manager
hace 4 horas
San José, San José, Costa Rica Microsoft A tiempo completoOverviewAt Microsoft, we're dedicated to empowering every person and organization on the planet to achieve more.We're seeking a talented Customer Lifecycle Manager to join our team, driving operational performance and service delivery excellence through a network of world-class global tele vendors.The RoleAs a Customer Lifecycle Manager, you'll be...