Customer Operation Manager

2 weeks ago

bangalore, India Microsoft Full time

Overview

Organization Summary:

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 Services, within Microsoft Business Operations, provides direct and centralized operations services for Direct Enterprise Agreement customers to transact with Microsoft. We are accountable to design and executing transactional services across the Enterprise 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 focused on delivering an exceptional Customer experience with deep expertise in Contracting, Order Management, Billing and Supplier Management and Customer relationship experience.

Position Description:

The Customer Operations Manager is responsible for customer-facing licensing solutions and must be a subject matter expert within our Volume Licensing concepts and processes. The Customer Operations Manager will provide direct, front line transactional support for Microsoft Field sellers and our customers. The Customer Operations Manager is responsible for ensuring adherence with the Microsoft account plan, ensuring deliverables are executed on time and of high quality for our customers.

The role will also provide fantastic opportunities to lead and shape next generation experiences for internal stakeholders and end customers. Are you ready to make an impact in this exciting and challenging role?

Qualifications

Required/Minimum Qualifications

Bachelor's Degree in Business, Operations, Finance or related field AND operations, program management or process management work experience OR equivalent experience. On site presence minimum 3 days/week.

Preferred Qualifications

Experience using multiple languages in a professional capacity: English, Spanish, and French among others. Candidate should be ready to support PST hours ((9pm to 6am IST hours) Experience in a customer service environment in a large, matrixed multinational company. Experience with similar industry Business Value deal constructions. Experience with Microsoft licensing concepts, including contracts, quotes and invoices, as well as evaluation and review of complex proposals, agreements, and amendments. Experience providing direct support for Microsoft Volume Licensing sales and support lifecycle.

Responsibilities

Contracting and Order Management  ​

Deal and Contract Validation:  Manage the validation and execution of agreements and post sales lifecycle transactions enabling accuracy in downstream financial processes followed by compliant issuance of customer contracts in accordance with Policies, Global and SOX approved deal financials. Pipeline Management:  Manage critical deal lists on a monthly and quarterly basis​ in alignment with expectations with the Sales, Sales Excellence and key Subsidiary sales stakeholders on all critical deals for the month​​.

Billing Management ​

Billing Execution:  ensuring accurate and compliant order and invoice approval and dispatch (standard and local) to maximize cash flow and collectability for all invoices.​ Credit Approval management:  including orchestration of all Finance exception approvals on high value credits and execution of all credits and associated rebills.​ Billing status and risk management:  including tracking and communicating contract billing status to key stakeholders highlighting risks with contractual requirements, customer PO coverage, customer sign offs and credit/payment status. ​

Customer Service

Serve as the primary point of contact for all operational customer service inquiries, concerns, and issues. Oversee the daily operations of the customer service team to ensure quality standards are met and maintained. Monitor customer service metrics and KPIs to identify areas of improvement and implement strategies to boost performance. Handle escalated customer service issues and complaints in a professional and efficient manner. Work closely with other departments to resolve customer issues and ensure a positive customer experience. Develop and implement processes and procedures to streamline the customer service operation. Stay up-to-date on industry trends and best practices to ensure the customer service team is providing the highest level of service possible. Generate reports on customer service metrics and activity for senior leader consumption and monthly business reviews.

Operations Excellence: Optimization and Process improvement​

Acts as a thought leader to drive consistency in processes, capabilities, and services meeting performance expectations for consistency, accuracy, simplification, and timeliness of delivery​. Trusted advisor for customers and internal clients on operational processes and capabilities, and provides efficient, scalable operational solutions across a portfolio of accounts​.

Stakeholder Management (Field, Partners, Customers) ​

Uses voice of customer frameworks and metrics to identify trends and influences across multiple customers and internal groups. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect

  • Customer Service/Operation Manager

    15 hours ago

    bangalore, India Reliance Retail Full time

    Company Overview Reliance Retail is India's largest and most profitable retailer with an omni-channel presence. Serving 193 million customers with 15,000+ stores and a strong digital commerce network. Job Overview Senior position with 7 to 10 years of experience in Bangalore, Mangaluru, Pune, Mohali, Ranchi, Bhubaneswar, or Patna. Full-Time employment...

  • Customer Support Operations

    2 weeks ago

    Bengaluru/ Bangalore, India timesjobs Full time

    Customer Support Operations Cricbuzz, the most popular destination for Cricket in India, provides all round coverage of international, domestic and T20 leagues from around the world. Cricbuzz's mobile applications for Android and iOS are the no. 1 cricket apps on the respective app stores.The Customer Support Operations team is responsible for payment...

  • Director - Customer IT Operations

    15 hours ago

    bangalore, India Alstom Full time

    We are seeking an experienced Information Technology leader with Service Management and Managed Services experience to help deliver the Digital Services objectives of Alstom on service quality and user satisfaction. Aligned with the 24x7 operating environment and global scope, this Managed Services role will interconnect the Digital Services ecosystem and...

  • Director - Customer IT Operations

    2 days ago

    Bangalore, India Alstom Full time

    We are seeking an experienced Information Technology leader with Service Management and Managed Services experience to help deliver the Digital Services objectives of Alstom on service quality and user satisfaction. Aligned with the 24x7 operating environment and global scope, this Managed Services role will interconnect the Digital Services ecosystem and...

  • Operations Manager

    1 month ago

    bangalore, India Bastian Solutions Full time

    Job Title Operations Manager Alternate Locations Salarpuria Sattva Magnificia, No. 78, Tin Factory Old Madras Rd, Dooravani Nagar,, Bangalore, IND-KA 560 038 Full-time/Part-time Full-time Job Description Operations Manager, Project Operations Overview Job Summary The Operations Manager of Project Operations is responsible for all aspects of...

  • Operations Manager

    3 weeks ago

    bangalore, India Bastian Solutions Full time

    Job Title Operations Manager Alternate Locations Salarpuria Sattva Magnificia, No. 78, Tin Factory Old Madras Rd, Dooravani Nagar,, Bangalore, IND-KA 560 038 Full-time/Part-time Full-time Job Description Operations Manager, Project Operations Overview Job Summary The Operations Manager of Project Operations is responsible for all aspects of...

  • Customer Operations Analyst

    3 weeks ago

    bangalore, India Ethos Full time

    About Ethos Ethos was built to make it faster and easier to get life insurance for the next million families. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones.  We leverage deep technology and data science to streamline the life insurance process, making it more...

  • Operations Manager

    3 weeks ago

    bangalore, India Athayog Living Full time

    Company DescriptionAthaYog Living is an institution of Yog (Yoga) based in Bengaluru. Our Yog studio is dedicated to preserving the legacy of Yog by propagating its true purpose, philosophies, and practices into daily lives. We aim to provide a sacred space where individuals can experience transformation and pursue higher living through a holistic Yogic...

  • Operations Manager

    2 months ago

    bangalore, India ReSource Pro Full time

    Job Title:Manager, Service Delivery, IndiaReport to:Director, Service Delivery, IndiaDepartment:Service Delivery UnitLocation:Bangalore, IndiaPurpose of the Position:In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company - a unique opportunity for the right candidate. Leading the Service...

  • Operations Manager

    3 weeks ago

    bangalore, India Bytes To Bots consultancy services Full time

    Role: Operations ManagerExperience: 16 - 19yrsLocation: BangaloreNotice Period: 20 - 30daysKey Responsibilities:Strategic Planning : Develop, implement, and oversee operational policies and strategies aligned with organizational objectives.Process Improvement : Analyze current operational processes and recommend efficiency improvements.Team Management :...

  • Operations Manager

    4 weeks ago

    bangalore, India Bytes To Bots consultancy services Full time

    Role: Operations ManagerExperience: 16 - 19yrsLocation: BangaloreNotice Period: 20 - 30daysKey Responsibilities:Strategic Planning : Develop, implement, and oversee operational policies and strategies aligned with organizational objectives.Process Improvement : Analyze current operational processes and recommend efficiency improvements.Team Management :...

  • Operations Manager

    15 hours ago

    bangalore, India WELLS FARGO BANK Full time

    About this role: Wells Fargo is seeking for an Operations ManagerIn this role, you will: Manage and develop one or more specialized customer service and operations functional teams within Operations area with complex and risk in functional area Develop strategies to improve staffing processes, ensure specialized functions meet regulatory guidelines in...

  • Manager – Ecommerce Operations

    2 months ago

    bangalore, India Titan Company Full time

    Job Description: Job Description: Operations Manager Job Description Unique Job Role Operations Manager Function Marketing Reporting to Lead Omni channel & Fulfilment Operations Business Watches & Wearables Grade Date --- Job Details The Role is responsible for overseeing all aspects of our e-commerce platform's operations, ensuring...

  • Manager – Ecommerce Operations

    3 weeks ago

    bangalore, India Titan Company Full time

    Job Description: Job Description: Operations Manager Job Description Unique Job Role Operations Manager Function Marketing Reporting to Lead Omni channel & Fulfilment Operations Business Watches & Wearables Grade Date --- Job Details The Role is responsible for overseeing all aspects of our e-commerce platform's operations, ensuring...

  • Operation Manager

    2 months ago

    bangalore, India White Force Full time

    Job Description: Key Responsibilities: Team Leadership: Lead and manage a team of operational staff.Provide guidance, support, and coaching to team members.Foster a positive and collaborative work environment. Operational Planning: Develop and implement operational strategies to optimize efficiency and meet organizational goals.Create and execute...

  • Customer Success Manager

    2 months ago

    bangalore, India ColorTokens Inc. Full time

    Title: Customer Success Manager Role Description Real Customer Success comes from the heart. You have the best customer management and business consultancy skills around. You’re passionate about engaging your customers and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work...

  • Manager - Sales Operations

    4 weeks ago

    bangalore, India Ohmium Full time

    COMPANY PROFILE :Ohmium Operations Pvt Ltd is one of the fastest growing companies in the global green hydrogen market. Our PEM electrolyzer solutions help customers achieve their sustainable energy goals. We are headquartered in the San Francisco Bay Area, with manufacturing facilities in Bangalore and Chennai India. We work with industrial, transportation,...

  • Manager - Sales Operations

    3 weeks ago

    bangalore, India Ohmium Full time

    COMPANY PROFILE :Ohmium Operations Pvt Ltd is one of the fastest growing companies in the global green hydrogen market. Our PEM electrolyzer solutions help customers achieve their sustainable energy goals. We are headquartered in the San Francisco Bay Area, with manufacturing facilities in Bangalore and Chennai India. We work with industrial, transportation,...

  • Assistant Operations Manager

    1 week ago

    bangalore, India Acquist Marketing & Information Solutions Private Limited Full time

    My LokalMarket is a fast growing E-Commerce start-up, specializing in delivering kitchen essentials including specialty staples, poultry, fish and meats, directly to our customers' doorsteps. We are looking to hire a dynamic Assistant Manager - Operations to join our team.Job Location: Bengaluru, KarnatakaSalary: INR 3 lac p.a - INR 4.5 lac p.aJoining:...

  • Operations Manager

    4 weeks ago

    bangalore, India Bytes To Bots consultancy services Full time

    Role: Operations Manager Experience: 16 - 19yrs Location: Bangalore Notice Period: 20 - 30days Key Responsibilities: Strategic Planning : Develop, implement, and oversee operational policies and strategies aligned with organizational objectives. Process Improvement : Analyze current operational processes and recommend efficiency improvements. Team...