Customer Lifecycle Operations Manager

hace 4 semanas


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

Overview

Microsoft 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 Description

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. The Customer Lifecycle Manager will play a pivotal role in leading operational performance and service delivery excellence through a network of world-class global tele vendors.

Key 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 and 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.

Requirements

  • Bachelor's Degree in Business, Operations, Finance, or related field, and 4+ years of work experience in program management, process management, process improvement, or equivalent experience.
  • 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, and coordinate across diverse teams.
  • Ability to develop creative solutions to complex problems by applying knowledge and judgment to identify approach and methods.

Benefits

  • 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.


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