Group Manager, Microsoft Enterprise Direct Solutions
Microsoft · Posted Oct 15
Software, cloud computing, artificial intelligence, and hardware services
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About the role
Microsoft Enterprise Direct Solutions (MsEDS), within Microsoft Business Operations, provides direct and centralized operations services for Direct Enterprise Agreement customers to transact with Microsoft, designing and executing transactional services across the Enterprise customer lifecycle. The team focuses on process efficiency, timeliness, quality and compliance with deep expertise in Contracting, Order Management, Billing and Supplier Management. This management role leads an Operations team of Customer Operations Managers delivering compliant, accurate and timely transactions and world class customer support, while recruiting, developing and supporting the team and contributing to the organization's strategic direction.
What you will do
- 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.
- Coaches team to identify and resolve root problems (e.g., root-cause analysis), define the program strategy, gather program requirements, identify resource needs, create the project plan and targets, and work across teams to align on the plan of record.
- 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.
- Leads teams to evangelize the program to stakeholders, partners, and customers to gain buy in. Helps teams leverage 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. Helps teams adapt communication style and storytelling strategy according to audience and business needs.
- Helps teams drive monthly business review (MBR) and helps teams run rhythms regularly to identify what is working and what is not and make improvements accordingly.
- Leads teams to collect and evaluate success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as acquisition, usage, impact, effectiveness, and customer feedback to use scorecards and dashboards to monitor programs and ensure all activities align with business and program objectives, and to report up to leadership and create leadership visibility.
- Provide leadership across a team of Customer Operations Managers supporting our customer’s licensing lifecycle, with a focus on the following services:
- Customer Relationship Management across our pre- and post-sale services
- Contracting and Order Management: deal & contract validation, pipeline management
- Billing Management: billing execution monitoring, credit approval management, risk management
- Customer Service: management of all operational customer service inquiries
- Stakeholder Management: (field, partners, customers)
Skills used in this role
What the employer is looking for
- Bachelor’s degree in Business, Operations, Finance or related field AND work experience in program management, process management, process improvement OR equivalent experience.
- Management experience (e.g. people, project, process, vendor, change).
- English language proficiency (verbal and written).
- Working hours are aligned ro PST timezone.
Preferred qualifications
- People management experience.
- Experience working in a customer service environment and in a large matrixed multinational company.
- Technical, Business, Financial and Marketing background to drive pipeline management, support services, process improvement and business analytics.
- 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 in complex, global programs where design, development, and implementation of new processes, systems and organizations are required.
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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