Customer Operations Manager | Microsoft | 7,026 reviews
Local Jobs Microsoft posted 1 week ago in Customer Support & Success ShortlistJob Description
- Enable the partner ecosystem to transact in our new Go-To-Market motions
- Provide Program & Policy subject matter expertise & influence future capability & design through insights
- Develop readiness plans to be delivered through a community model, including adoption & usage of self-serve tools to consume content
- Ensure continuous improvement of partner operational excellence
- Strategic partner management of key accounts to accelerate their transformation to Cloud
- Drive & execute compliant Channel contracting processes
Responsibilities
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Voice of the Business
- Provide partner feedback and help build business insights that contribute to overall VOB intake.
- Loop back to partners on roadmap changes and help land in a way to maximise partner efficiencies
- Coordinate Co-Design Opportunities to embed Partner input and experiences into key future capability roadmap development
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Strategic Global Operational Planning & Business Growth Support
- Sync Partners & Microsoft Global Ops Strategy (move to modern, ops experience)
- Work with PDMs to facilitate “bulid with” activities form Ops standpoint
- Support Global on-boarding/off-boarding activities for geo and portfolio expansion for key accounts.
- Work with key MS and Partner stakeholders to address expansion blockers
- Change management – accelerating time to value
- Collaborates across multiple internal teams to drive new/improved operational capabilities that make it easier to do business with Microsoft
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Operations Executive Engagement
- Manage engagement at executive level between Partner and Microsoft.
- Run key events (Summit, Inspire, Partner events…) throughout the year to keep Microsoft executives aligned with Partner Cloud maturity and growth strategies
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Executive Escalations Support
- Support executive escalations between key Partners and Microsoft stakeholders as needed
- Develop and maintain structured ROB with Key Partner execs
- Work with internal teams to understand roadmap deliverables and develop plans to integrate into Partner business model
- Drive Partner Listening Forums and Co-Design sessions
- Advise partners at various cloud maturity levels: start, grow, optimize
- Account planning including stratification, COSs, Partner Profiles & CPE plans (COE)
- Driving Global Operational Excellence strategy (global scorecard to Partner execs )
Qualifications
Basic Qualifications:
- A minimum of a Bachelor’s degree in Operations, Business, Supply Chain, Finance, or a related field, or equivalent alternative education, skills, and/or practical experience is required.
- 5 years’ minimum experience in Operations, Program Management, or Project Management
Preferred Qualifications:
- Have Microsoft Partners program knowledge (VL, CSP, for example) and/or experience working with partners in some capacity
- Strategic relationship management skills and experience
- Ability to develop creative solutions to complex problems by applying knowledge and judgment to identify approach and methods
- Fluent English. Spanish and/or Portuguese are a plus.
- Partner enablement, process optimization and strategic relationship development experience are desired as well.
- Candidate to have field and/or partner knowledge and/or experience managing partners directly.
- Excellent communication skills and ability to build solid relationships with individuals at all levels, in multiple geographies and business functions, both internally and externally
- Ability to simplify complex situations, analytical and problem-solving skills
- Demonstrated experience in Partner Channel Enablement Strategy definition and execution both on the Capacity and Capabilities areas
- Ability to multi-task and project manage many tasks simultaneously. Ability to work under continual deadline constraints.
- Strong project and process management with and ability to own planning, scheduling & coordinating
- Ability to develop creative solutions to complex problems by applying knowledge and judgment to identify approach and methods
- Experience in obtaining and using diverse partner & customer feedback and using partner & customer knowledge to optimize the design of agreement-to-cash processes
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