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 Business Operations and the value we deliver across Microsoft, to our customers and partners. 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.

The Customer Lifecycle Operations (CLO) team is responsible for design and management of global tele sales solutions on behalf of Microsoft's Corporate and Field teams, that increase customer retention, accelerate transition to modern offers, increase selling time, retain & grow revenue through a world class vendor ecosystem. We manage a portfolio of outsourced digital tele sales services across SMC and Enterprise with more than 2,500 agents globally. We are currently looking for Customer Lifecycle Operations Director to join the team.

The Customer Lifecycle Operations (CLO) Director will lead the launch of global renewal tele solutions across multiple parts of the business, identifying and leading process improvement and deploying AI solutions to optimise revenue & retention, increase Return on Investment (ROI) and reduce time to launch services.

The role will provide strategic insight and direction to Operations, Corporate and Field stakeholders, identifying and implementing continued improvements to our digital tele services while taking on the management of a CLO functional team.

The individual will manage a team of Microsoft employee’s, an outsourced managed service solution and the delivery of up to $1bn revenue in partnership with our business stakeholders. Cross team collaboration is required across a broad range of teams from Operations, Microsoft Customer and Partner Solutions (MCAP)’s, Finance, Procurement and Corporate, External, and Legal Affairs (CELA) with an ability to effectively influence decisions, direction and outcomes.

Our new Customer Lifecycle Operations Director will be someone looking to learn and contribute to Microsoft Business Operations transformation journey. You bring diverse perspectives designing solutions that delight our customers, partners and stakeholders. You are passionate for problem solving, and driving impactful change in a dynamic environment. You see opportunities when others see failures. You can build alliances with stakeholders and you value diversity and are a great listener. You want to be part of a great team, seeking and solving new challenges in a fun environment.

You will be a key member of the CLO Leadership Team.

The opportunities to lead and shape next generation customer experiences are nothing short of amazing. You will be right at the centre of the Company’s Cloud transformation and future success. You will touch our most valued global customers and reach across our most important businesses. There could not be a more exciting and challenging role. Are you ready for the challenge? Are you ready to make an impact?

Responsibilities

• Lead a CLO Digital Tele solutions team in the next growth phase in capability & impact.

• Deliver the best industry operations experience for enterprise customers in professional services.

• Deliver $1bn in revenue with our business partners through outsourced tele sales solutions

• Lead & Manage a team. Finely tuned delegation, feedback & motivational skills required.

• Expected to role model leadership characteristics and deliver impact

• A positive, energetic, creative, challenging and mature management style is imperative.

• Ensure all performance engine and compliance objectives are met and exceeded.

• Drive year over year cost-to-serve efficiencies while transforming performance.

• Own a key global strategic initiative with transformative outcomes.

• Partner with the stakeholders & business program owners & execs to execute our strategic plan.

• Partner with the leadership team to develop systematic mechanisms and roadmaps for the new workloads of the future. Invest in and develop capabilities accordingly

• Develop effective stakeholder relationships with the leading Sales, Marketing and Delivery leaders across the regions and with the key Subsidiary leaders.

• Create synergies with other Operations divisions/teams via partnership

• Lead initiatives at your site impacting beyond CLO

Other

· Embody our culture (https://careers.microsoft.com/v2/global/en/culture) and values (https://www.microsoft.com/en-us/about/corporate-values)

Qualifications

Basic Qualifications:

• Bachelor's Degree in Business, Operations, Finance or related field AND 8+ years work experience in program management, process management, process improvement

• OR equivalent experience.

• 6+ years management (e.g., people, project, process, vendor, change) experience.

Preferred Qualifications

• 10 years of experience in managing in a shared service centre environment with a proven track record of consistent performance at this level

• 5 years working with Tele Sales, Sales or BPO business models

• A proven track record as an impact Operations transformational leader working in complex large multi-national environments

• An experienced team Manager. A leader with a proven track record of talent attraction and retention

• Proven experience in complex, global program management where design, development and implementation of new processes, systems and organizations are required

• Proven experience of influencing an organization, across more than one geography, and influencing other organizations where their support is critical to success

• MBA is a plus

• Operations and broader business management experience

Business Program Management M6 - The typical base pay range for this role across the U.S. is USD $129,200 - $273,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $162,000 - $299,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until Monday September 23, 2024.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .