Customer Operations Manager

Role Overview: As a Customer Operations Manager at Microsoft, you will be responsible for providing customer-facing licensing solutions while being a subject matter expert in Volume Licensing concepts and processes. Your role will involve offering direct transactional support for Microsoft Field sellers and customers, ensuring adherence to the Microsoft account plan, and delivering high-quality results on time. Additionally, you will have the opportunity to lead and innovate experiences for internal stakeholders and end customers, making a significant impact in a dynamic environment. Key Responsibilities: - Contracting and Order Management: - Manage the validation and execution of agreements and post-sales transactions to ensure accuracy and compliance with financial processes. - Maintain critical deal lists monthly and quarterly in alignment with sales expectations. - Billing Management: - Ensure accurate and compliant order and invoice approval and dispatch to optimize cash flow. - Manage credit approval processes for high-value credits and associated rebills. - Customer Service: - Act as the primary point of contact for operational customer service inquiries, concerns, and issues. - Oversee daily operations of the customer service team, monitoring metrics and implementing improvement strategies. - Handle escalated customer service issues and work with other departments to ensure a positive customer experience. - Operations Excellence and Process Improvement: - Drive consistency in processes, capabilities, and services to meet performance expectations. - Provide efficient operational solutions across a portfolio of accounts. - Stakeholder Management: - Utilize voice of customer frameworks to identify trends and influences across multiple customers and internal groups. Qualifications Required: - 4+ years of work experience in contracting & order management, pipeline management, & billing execution. - Expertise in contract validation, credit approval, and billing management with strong customer service skills. - Proficiency in data-driven decision-making, KPI monitoring, and operations excellence. - Bachelor's degree in business, Operations, Finance, or related field with relevant work experience. - On-site presence required a minimum of 3 days/week. Preferred Qualifications: - 2+ years of experience in customer service operations, process improvements, and managing escalations. - Familiarity with Microsoft licensing concepts, contract management, and sales lifecycle support. Kindly note that benefits and perks may vary depending on the nature of employment with Microsoft and the country of work.,