Customer Operations Manager

**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 executing 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**:
The role will also provide fantastic opportunities to lead and shape next generation experiences for internal stakeholders and end customers. Are you ready to make an impact in this exciting and challenging role?

**Responsibilities**:
**Business Program Planning and Design**
- Supports and contributes to performing program landscape research and analysis (e.g., internal and/or external market, sales, delivery), forecasting, and examining business trends (e.g., customer feedback and expectations) to identify audience size and program scope, and stay current, agile, and competitive. Collaborates with others to understand overall business goals, objectives, and strategies, as well as short
- and long-term business priorities. Understands and identifies current program risks, impact, and mitigation plans in collaboration with others.
- Works with cross-functional (e.g., organizational, product, business) stakeholders (e.g., Engineering) to design programs from initiation to delivery with guidance. Collaborates to produce collateral (e.g., proposals, strategy walking deck, internal and external pitch content) to incorporate stakeholder needs and ensure the business objectives are met.
- Supports and contributes 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**
- Collaborates to define and execute on landing and communication plans, such as the target audience(s) and communication strategy. Begins to maintain the rhythm of business (ROB) during plan execution to ensure participants and stakeholders are communicating and responding according to the necessary cadence. Begins to independently 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.
- Works with others to evangelize programs to stakeholders, partners, and customers to gain buy in. Leverages data and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]) to demonstrate the value of the program and show business impact with mínimal guidance. Begins to adapt communication style and storytelling strategy according to audience and business needs.

**Business Program Management**
- Assists others who overlook a portfolio of projects including the project plan, timelines, milestones, financial management, performance metrics, and/or resource needs for programs. Communicates the program status to relevant stakeholders and holds them accountable for following the established schedule, and risk mitigation plans and processes, with mínimal guidance.
- Demonstrates an understanding of mapping or how systems work and impact one another. Collaborates with others who work with other teams (e.g., Supply Chain, Engineering, Sales) to ensure program processes are rigorous and executed efficiently. Helps develop processes around scope and scheduled changes for programs, and communicates them to stakeholders.

**Business Program Evaluation and Improvement**
- Collaborates with others to conduct cost-benefit analyses to examine performance to value drivers (e.g., profit and loss [P&L], return on investment [ROI]). Begins to contribute to monthly business review (MBR) and begins to run rhythms regularly to identify what is working and what is not, and helps make improvements accordingly.
- Begins to independently collect and evaluate success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as ac