Group Manager, Customer Operations

**Organization Summary**:
If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Operations - and the value we deliver across Microsoft, our partners, and our customers. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development and recognizes and rewards great work. We make doing business with Microsoft easy.

Microsoft Enterprise Direct Services, within Microsoft Business Operations, provides direct and centralized operations services for Direct Enterprise Agreement customers to transact with Microsoft. We are accountable to design and execute transactional services across the Enterprise customer lifecycle. We relentlessly pursue process efficiency, timeliness, quality and compliance, all while providing world class Customer experience. We are looking for team members to join our team to focused on delivering an exceptional Customer experience with deep expertise in Contracting, Order Management, Billing and Supplier Management and Customer relationship experience.

**Position Description**:
In this management role you will be responsible for the delivery of a range of critical operational services that enable compliant contracting, accurate and timely billing, and world class support for our Stakeholders. As the leader of this team you will also be required to recruit, develop and support the careers of a talented and motivated team, leading them as the business evolves and changes in support of our customers. You will be expected to model our leadership principles and create an open and inclusive environment to allow individuals to do their best work.

As a critical member of the management team you will also be able to contribute to the strategic direction of the organization and help deliver innovations in our processes, policies and tools to make it easier to do business with Microsoft. The role will also provide fantastic opportunities to lead and shape next generation experiences for the field teams and end customers. You will lead an Operations team in Microsoft Business Operations and be at the center of the team’s transformation and success. You will touch our most valued customers and reach across our most important businesses. Are you ready to make an impact in this exciting and challenging role?

**Responsibilities**:
**People Management**
- Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
- Model - Live our culture; Embody our values; Practice our leadership principles.
- Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
- Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.

**Business Program Planning and Design**
- Leads teams to perform program landscape research and analysis (e.g., internal and/or external market, sales, delivery), forecasting, and examine business trends (e.g., customer feedback and expectations) to identify audience size and program scope, stay current, agile, and competitive, drive clarity, and deliver energy and results of outcomes impacting the broader unit. Helps teams understand overall business goals, objectives, and strategies, as well as short
- and long-term business priorities. Coaches teams to understand and identify current program risks, impact, and mitigation plans impacting the broader unit.
- Leads teams to work with cross-functional (e.g., organizational, product, business) stakeholders (e.g., Engineering) to design programs from initiation to delivery. Tactically delegates the need for delivery of collateral (e.g., proposals, strategy walking deck, internal and external pitch content) to incorporate stakeholder needs and ensure the business objectives are met. Simplifies complex inputs into program design.
- Leads teams to define and track the success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as quality, adoption, usage, impact, and effectiveness for the program.

**Buisness Program Excellence and Execution**
- Leads teams to define and execute on a landing and communication plan, such as the target audience(s) and communication strategy, and gets feedback from teams if communication has landed. Helps teams maintain the rhythm of business (ROB) during plan execution to ensure participants and stakeholders are communicating and responding according to the necessary cadence. Leads teams to work across teams (e.g., Landing, Design, Engineering, Supply Chain, Finance, Technical Program Management) to ensure all program requirements are understood and can be met.
- Leads teams to evangelize the program to stakeholders, partners, and customers to gain buy in. He