Customer Operations Manager
Microsoft · Posted Oct 6
Software, cloud computing, artificial intelligence, and hardware services
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About the role
Microsoft Enterprise Direct Services, within Microsoft Business Operations, provides direct and centralized operations services for Direct Enterprise Agreement customers to transact with Microsoft, accountable for designing and executing transactional services across the Enterprise customer lifecycle with a focus on process efficiency, timeliness, quality, compliance and customer experience. The Customer Operations Manager acts as a subject matter expert in Volume Licensing concepts and processes, providing front-line transactional support for Microsoft Field sellers and customers. The role covers contracting and order management, billing and credit management, customer service oversight, operations excellence and stakeholder management across a portfolio of accounts.
What you will do
- Deal and Contract Validation: Manage the validation and execution of agreements and post sales lifecycle transactions enabling accuracy in downstream financial processes followed by compliant issuance of customer contracts in accordance with Policies, Global and SOX approved deal financials.
- Pipeline Management: Manage critical deal lists on a monthly and quarterly basis in alignment with expectations with the Sales, Sales Excellence and key Subsidiary sales stakeholders on all critical deals for the month.
- Billing Execution: ensuring accurate and compliant order and invoice approval and dispatch (standard and local) to maximize cash flow and collectability for all invoices.
- Credit Approval management: including orchestration of all Finance exception approvals on high value credits and execution of all credits and associated rebills.
- Billing status and risk management: including tracking and communicating contract billing status to key stakeholders highlighting risks with contractual requirements, customer PO coverage, customer sign offs and credit/payment status.
- Serve as the primary point of contact for all operational customer service inquiries, concerns, and issues.
- Oversee the daily operations of the customer service team to ensure quality standards are met and maintained.
- Monitor customer service metrics and KPIs to identify areas of improvement and implement strategies to boost performance.
- Handle escalated customer service issues and complaints in a professional and efficient manner.
- Work closely with other departments to resolve customer issues and ensure a positive customer experience.
- Develop and implement processes and procedures to streamline the customer service operation.
- Stay up-to-date on industry trends and best practices to ensure the customer service team is providing the highest level of service possible.
- Generate reports on customer service metrics and activity for senior leader consumption and monthly business reviews.
- Acts as a thought leader to drive consistency in processes, capabilities, and services meeting performance expectations for consistency, accuracy, simplification, and timeliness of delivery.
- Trusted advisor for customers and internal clients on operational processes and capabilities, and provides efficient, scalable operational solutions across a portfolio of accounts.
- Uses voice of customer frameworks and metrics to identify trends and influences across multiple customers and internal groups.
Skills used in this role
What the employer is looking for
- 4+ years of work experience in contracting & order management, pipeline management, & billing execution, with a focus on financial accuracy, compliance, and risk management.
- Expertise in contract validation, pipeline management, credit approval, and billing management, with strong capabilities in customer service, stakeholder engagement, process optimization, and operations excellence.
- Proficiency in data-driven decision-making, using KPIs to monitor performance, and acting as a trusted advisor to internal and external customers.
- Bachelor’s degree in business, Operations, Finance or related field AND operations, program management or process management work experience
- OR equivalent experience.
- On site presence minimum 3 days/week.
- This position follows an evening shift and requires the ability to work from 6:30 PM to 3:30 AM IST.
Preferred qualifications
- 2+ years of experience in customer service operations, managing escalations, improving service metrics, & implementing process improvements to streamline operations.
- Experience with similar industry Business Value deal constructions.
- Experience with Microsoft licensing concepts, including contracts, quotes and invoices, as well as evaluation and review of complex proposals, agreements, and amendments.
- Experience providing direct support for Microsoft Volume Licensing sales and support lifecycle.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Microsoft
Microsoft Corporation is a multinational technology company that develops, licenses, and supports a wide range of software products, services, and hardware devices. Best known for its Windows operating systems, Microsoft 365 productivity suite, and Xbox gaming consoles, the company has expanded heavily into enterprise cloud computing via Azure and advanced artificial intelligence solutions. As one of the world's most valuable public enterprises, it empowers individuals and businesses globally through innovative digital transformation.
- Industry
- Software
- Company size
- 228,000+ employees
- Founded
- April 4, 1975
- Location
- Redmond, Washington, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Vice Chair and President
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