Customer Engagement Operations Manager

hace 2 meses

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

Overview

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 globally.

We strive to simplify the experience of doing business with Microsoft.

Position Description

The Customer Lifecycle Operations (CLO) team is integral to the design and management of global tele sales solutions that enhance customer retention, facilitate transitions to modern offerings, and maximize revenue through a robust vendor ecosystem. We oversee a diverse portfolio of services across Small and Medium Customers (SMC) and Enterprise sectors, collaborating with over 1,500 supplier teams worldwide.

As a Customer Lifecycle Manager (CLM), you will be at the forefront of operational performance and service delivery excellence, leveraging a network of premier global tele vendors.

Your responsibilities will include the design, implementation, and execution of tele service operations for programs such as Solution Assessment and Enterprise Services, ensuring that supplier performance consistently meets and surpasses the expectations of customers and stakeholders.

You will provide timely and relevant information to business stakeholders and sponsors, working collaboratively across various teams, including Operations, Sales, Policy, and Finance.

Your role will involve identifying opportunities for process improvement and redesign initiatives that optimize costs, enhance ROI, and drive continuous performance improvements.

Candidate Profile

You are eager to learn and contribute to the transformative journey of Microsoft Business Operations. Your diverse perspectives will help design solutions that delight our customers, partners, and stakeholders. You possess a passion for problem-solving and driving meaningful change in a fast-paced, dynamic environment. You see potential where others may see obstacles and excel at building alliances with stakeholders through effective communication. You value diversity and are an attentive listener, seeking to be part of a collaborative team that tackles new challenges in an engaging atmosphere.

The chance to lead and shape the next generation of customer experiences is unparalleled. You will play a crucial role in the Company's Cloud transformation, engaging with our most valued global customers and contributing to Microsoft's ongoing success. This is an exciting and challenging opportunity. Are you ready to make a significant impact?

Qualifications

Required/Minimum Qualifications

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

Preferred Qualifications:

  • Bachelor's degree or equivalent work experience.
  • 5+ years of experience in Microsoft sales, operations, or a similar discipline.
  • Experience in managing vendor performance and KPIs.
  • A proven track record of delivering impactful results in complex environments.
  • Strong communication and influencing skills.
  • Ability to simplify complex situations through strong analytical and problem-solving capabilities.
  • Proven experience in managing complex programs requiring the design, development, and implementation of new processes, systems, and tools.
  • Strong project and process management skills with the ability to plan, schedule, and coordinate across diverse teams.
  • Ability to develop creative solutions to complex challenges by applying knowledge and judgment to identify appropriate approaches and methods.
  • An MBA is a plus.
  • Experience in Tele Sales, Sales, or Global Business Process Outsourcing.

Responsibilities

  • Oversee supplier performance, ensuring regional execution excellence and achievement of KPIs.
  • Manage program Review of Business (ROB) meetings across operations, suppliers, and business stakeholders.
  • Oversee supplier headcount management, including financial aspects (invoice approvals).
  • Ensure that all program performance and compliance objectives are consistently met and exceeded.
  • Contribute to the design and development of new program content and delivery plans for emerging services.
  • Manage program budgets, collaborating with Business Process Outsourcing (BPO), Finance, and Suppliers to maintain strict control over program financials, including Proof of Execution (POE).
  • Foster and manage excellent stakeholder engagement across Sales, Operations, Finance, and Business Intelligence teams.
  • Define and establish best practices for program delivery and execution in partnership with global peers.
  • Identify and enable synergies that continuously enhance and mature program capabilities.

Benefits and perks may vary depending on your employment nature with Microsoft and the country of work, including industry-leading healthcare, educational resources, product discounts, savings and investment options, maternity and paternity leave, generous time off, giving programs, and networking opportunities.

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