Microsoft 365 Technical Support Operations Lead

2 months ago

India Upwork Full time

Company Description

Upwork, in collaboration with a leading American multinational technology company, is looking for English-speaking Microsoft 365 Operations Lead . Join the client on a mission to redefine excellence in technical support and advisory services for Microsoft 365 commercial customers worldwide. They are pioneers in leveraging the gig economy to provide innovative, customer-centric solutions that drive product-led growth. As part of our team, you will play a pivotal role in shaping the future of technical support, empowering businesses to maximize the value of Microsoft technologies


About Upwork:

Upwork is the world's largest marketplace connecting businesses with independent talent across the globe. We are thrilled to support our client’s New Product Playbook line of business, a game-changing initiative that will define the future of technology.


They're in search of an Operations Lead to oversee multiple team leads, ensuring that service delivery is consistent, efficient, and aligned with the client's global strategy for Microsoft 365 support, product led growth and advisory services. This individual will be responsible for operational excellence, driving product-led growth initiatives, and fostering a culture of innovation and continuous improvement across various teams and

regions.


Job Description

  • Oversee the performance of Team Leaders, ensuring alignment with organizational goals, support KPIs, operational efficiency, and customer satisfaction.
  • Drive the strategy for product-led growth across all technical support and advisory services, ensuring seamless integration with Microsoft technologies, insight gathering, innovation and experimentation to help improve customer experience and product excellence.
  • Foster a culture of innovation, flexibility, and continuous learning within the gig economy framework, enhancing our ability to adapt to changing customer needs and technology landscapes.
  • Champion diversity and inclusion at all levels, creating an empowering environment for all team members to thrive and contribute.
  • Lead cross-functional collaboration, sharing insights and best practices to drive continuous improvement across teams and services.
  • Implement and monitor outcome-based performance metrics, ensuring all teams are aligned with strategic objectives and delivering exceptional service to our customers.
  • Engage in high-level strategic planning, working closely with senior management to align operations with broader organizational goals and customer strategies.
  • Maintain a proactive approach to problem-solving, anticipating challenges, and implementing solutions that enhance service delivery and customer satisfaction


Qualifications

  • Proven experience in operational leadership, preferably within a remote or gig-based workforce environment.
  • Good understanding of Microsoft 365 technologies and the ability to drive product-led growth strategies.
  • Exceptional leadership skills, with a track record of developing high- performing teams and fostering a culture of excellence.
  • Strong analytical and strategic thinking skills, capable of driving innovation and operational improvements.
  • Excellent communication and collaboration abilities, with the skill to inspire and unite teams across diverse geographical locations.
  • Adaptability and resilience, with the capacity to thrive in a dynamic, fast-paced global operation.


Why Choose Us?

  • The opportunity to lead within a global, dynamic environment that values innovation, diversity, and inclusion.
  • A pivotal role with the potential to impact our clients' success and the growth of our organization significantly.
  • A competitive compensation package, comprehensive benefits, and opportunities for professional growth and personal development.

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