Overview
The?Customer Lifecycle Operations (CLO) Program Manager?will oversee the design and delivery of outsourced global tele-services solutions, leveraging a network of top-tier global tele-sales and tele-services vendors. This role is pivotal in driving operational performance, ensuring the highest standards of compliance, and executing business strategies through top-tier outsourced service delivery. A critical aspect of this position is to ensure that supplier (global vendor) performance consistently meets and exceeds the expectations of both customers and stakeholders. The role demands significant executive stakeholder engagement and adept stakeholder management within a matrix organization.
Our hybrid work policy is built on flexibility, inclusiveness and productivity and will require a minimum of 60% office-based presence for this role.
This is a pivotal role in leading the success of CLO supported business motions, and the successful candidate will have the opportunity to make a significant impact on Microsoft's future success.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
Vendor Management:
Program Strategy Execution :?Ensure the highest standard of delivery and execution of the program strategy via the global vendor ecosystem.
Performance Management :?Manage outsourced global vendor performance and KPI attainment, tracking vendor performance at both local and global levels.
Business Rhythm Leadership :?Own and lead the program rhythm of business, including Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) with global vendors and Microsoft executive stakeholders.
Performance Verification :?Verify the monthly performance results of the vendors.
Financial Management :?Own financial management and tracking of budgets and spend for the program, ensuring an accurate and compliant invoicing process.
Headcount Management :?Manage supplier headcount, maintaining full program coverage at all times to meet business outcomes.
Compliance:
Performance and Compliance Objectives :?Ensure all program performance and compliance objectives are met.
Legal and Regulatory Compliance :?Ensure compliance with legal and regulatory requirements, as well as Microsoft's policies and standards.
Policy Adherence :?Manage supplier headcount ensuring 100% compliance with outsourced policy.
Stakeholder Engagement:
Relationship Development :?Develop and maintain relationships with Microsoft business stakeholders and global tele vendors, ensuring alignment with Microsoft's goals and objectives.
Cross-functional Collaboration :?Collaborate with cross-functional teams to drive continuous improvement and innovation in the outsourced tele-sales program.
Market Analysis :?Monitor and analyze market trends and the dynamic landscape to inform program strategy and direction.
Change Management :?Lead change management initiatives to drive the adoption of new program features and capabilities.
Program Content Design :?Contribute to the design and build of new program content and delivery/readiness plans for new services.
Other:
Embody our culture and values.
Qualifications
Required Qualifications
Bachelor's degree in Business, Operations, Finance or related field AND 4+ years work experience in program management, change management and process improvement
OR equivalent experience.
2+ years experience working in a matrixed, global organization.
Preferred Qualifications
Master's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement
OR Bachelor's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement
OR equivalent experience.
Experience in Sales Operations, Business Operations or a similar industry.
Demonstrated leadership skills in diverse and highly complex environments.
Experience communicating and influencing with executive level stakeholders.
Compliance knowledge and experience, particularly in managed outsourced contract environments.
Experience in Continuous Improvement (CI) and AI to improve or automate manual processes.
Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 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 $123,500 - $206,400 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 December 3, 2025.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 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 $123,500 - $206,400 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
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations 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)
