Customer Operations Manager

Responsibilities

• Manage the validation and execution of agreements and post-sales lifecycle transactions to ensure accuracy and compliance.
• Oversee pipeline management by tracking critical deal lists in alignment with Sales and Sales Excellence stakeholders.
• Execute billing processes, including order and invoice approval, to maximize cash flow and collectability.
• Manage credit approvals and orchestration of finance exception approvals for high-value credits.
• Serve as the primary point of contact for operational customer service inquiries and handle escalated issues.
• Monitor customer service metrics and KPIs to identify and implement performance improvement strategies.
• Act as a thought leader to drive consistency, accuracy, and simplification in operational processes.
• Use voice of customer frameworks to identify trends and influence internal groups and stakeholders.

Requirements

• Bachelor's Degree in Business, Operations, Finance, or a related field.
• Proven experience in operations, program management, or process management.
• Demonstrated experience in project or program management.

Preferred Qualifications

• Experience in a customer service environment within a large, matrixed multinational company.
• Knowledge of Microsoft licensing concepts, including contracts, quotes, and invoices.
• Experience with continuous improvement methodologies such as Lean, Six Sigma, or Kaizen.
• Strong data analytics skills with the ability to derive actionable recommendations from complex datasets.
• Ability to build solid relationships and collaborate across boundaries at all levels of an organization.

About the Company

Microsoft Enterprise Direct Solutions provides direct and centralized operations services for Direct Enterprise Agreement customers. We are dedicated to designing and executing transactional services across the customer lifecycle, relentlessly pursuing process efficiency, quality, and compliance to deliver a world-class customer experience.