Customer Experience Operations Specialist
hace 3 semanas
Microsoft Business Operations Transformation Journey
We are seeking a highly skilled Customer Lifecycle Manager to join our Microsoft Business Operations team. This role offers an exciting opportunity to lead operational performance and service delivery excellence through a network of world-class global tele vendors.
The ideal candidate will have 4+ years of experience in program management, process management, or process improvement, and a proven track record delivering impactful results in a complex environment.
About the Role
This is a pivotal position within our Customer Lifecycle Operations (CLO) team, responsible for designing and managing global tele sales solutions on behalf of Microsoft's Corporate and Field teams. The successful candidate will be responsible for leading regional execution excellence and KPI attainment, managing supplier performance, and contributing to the design and build of new program content and delivery plans for new services.
Responsibilities
- Manage supplier performance, ensuring regional execution excellence and KPI attainment.
- Manage program ROB (MBRs/QBRs) across operations, supplier and business stakeholders.
- Management of 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.
Qualifications
- 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.
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
Estimated Salary: $120,000 - $180,000 per year
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