Overview
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 Operations - and the value we deliver across Microsoft, our partners, and our customers. 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.
Microsoft Enterprise Direct Operations, within Microsoft Business Operations, provides direct and centralized operations services for customers to transact with Microsoft. We are accountable for designing and executing services across the customer lifecycle. We relentlessly pursue process efficiency, timeliness, quality and compliance, all while providing world class Customer experience. We are looking for team members to join our team to focus on delivering an exceptional Customer experience with deep expertise in Contracting, Order Management, Billing and Supplier Management and Customer relationship experience. Our organization focuses on order to cash lifecycle for Microsoft products and services. The process team's mission is to drive significant and transformative changes that align with the organization's long-term strategic goals while maintaining a culture of continuous improvement.
Position Description:
In this management role you will lead a Process Management team, providing end-to-end leadership for process performance, program strategy, governance, portfolio execution, and continuous improvement. This leader will manage and develop a team responsible for designing and executing complex programs, documenting compliant processes and controls, anticipating risks and dependencies, and translating business priorities into clear plans, requirements, milestones, and measurable outcomes. The Group Manager will partner across engineering, operations, finance, field, and other stakeholders to establish effective rhythms of business, align resources, strengthen accountability, and ensure successful change adoption. The leader will use customer feedback, benchmarking, KPIs, scorecards, dashboards, and cost-benefit analysis to improve efficiency, quality, compliance, customer experience, and business value. They will also champion continuous improvement, AI, automation, and proven methodologies while building team capability and delivering results in a complex, matrixed, and dynamic environment
As the leader of this team, you will also be required to recruit, develop and support the careers of a talented and motivated team, leading them as the business evolves and changes in support of our customers. You will be expected to model our leadership principles and create an open and inclusive environment to allow individuals to do their best work. As a critical member of the management team, you will also be able to contribute to the strategic direction of the organization and help deliver innovations in our processes, policies, and tools to make it easier to do business with Microsoft. The role will also provide fantastic opportunities to lead and shape next generation experiences for our customers. You will lead an Operations team in Microsoft Business Operations and be at the center of the team's transformation and success. You will reach our most valued customers and support our most important businesses. Are you ready to make an impact in this exciting and challenging role?
Responsibilities
People Management
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.
Process Stewardship:
Curate in-depth understanding of the Quote-to-Cash (Q2C) end-to-end process, performance, pain points, issues, and risks.
Engagement, alignment, optimization & governance of cross-functional teams engaged throughout the process.
Participate in internal/external forums, engaging partners to help them digitally transform.
Architecture:
Leads long-term vision for process architecture. Manages ordinal list of process improvements addressing immediate pain points/issues, and long-term process optimization for scale.
Define process framework from L0 to L4 level, including cost, volume and resource profiles.
Capability & Extensibility:
Use the Business Process Management (BPM) maturity model to benchmark as-is process, plan roadmap, and define scorecard to measure, improve, and achieve multiple stages (short-, medium-, long-term) of impacts.
Review digital workflow and automation opportunities as the process evolves.
Assess process performance metrics with industry peers and identify process improvement opportunities.
Drive process improvements for broad, lasting business impacts and scale across Microsoft.
Portfolio Management:
Lead prioritization, investment planning, and resourcing for continued process improvement roadmap, contributing to overall prioritized efforts with forecasted improvements centered on digital transformation.
Accountable for the delivery of business process design throughput.
Understand process compliance and design operations & process controls.
Provide risk assessment and signoff on tollgates and change management decisions.
Determine optimal resource strategy for all cost reduction and re-investment decisions.
Qualifications
Required/Minimum Qualifications:
Bachelor's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement OR equivalent experience
4+ years management (e.g., people, project, process, vendor, change) experience.
Additional or Preferred Qualifications:
People leadership/management experience including performance management and development of team members.
Demonstrated excellence in thought leadership, decision-making, influence and process execution management
Outstanding analytical and problem-solving skills and proficiency working with large data sets (structured and unstructured) and relational databases. Track record of successful delivery of complex global solutions to support enterprise business objectives.
Experience in use of BPM, Six Sigma, Lean, Agile and/or Scrum Methodologies modeling as-is and to-be processes.
Demonstrated process and project management skills.
Industry experience in Technology, Cloud and/or Supply Chain, Compliance/controls a plus.
Experience working in a customer service environment and in a large matrixed multinational company.
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.
Business Program Management M5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 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 $148,400 - $222,600 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)
