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CLO Services Support Leader

Company: Microsoft Corporation
Location: Reston
Posted on: June 10, 2021

Job Description:

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 Business Operations and the value we deliver across Microsoft, to our customers and partners. 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.

Basic Qualifications:

  • Bachelor's degree or equivalent work experience
  • 10 years of experience in managing in a shared service centre environment with a proven track record of consistently strong performance at this level
  • 5 years working with Tele Sales, Sales or BPO business models
  • A proven track record as a high impact Operations transformational leader working in complex large multi-national environments
  • An experienced team Manager. A leader with a proven track record of strong talent attraction and retention
  • An ambitious leader ready to create and execute game-changers
  • Highly developed communication and influence skills
  • International experience
  • Proven experience in complex, global program management where design, development and implementation of new processes, systems and organizations are required
  • Proven experience of influencing an organization, across more than one geography, and influencing other organizations where their support is critical to success

Preferred Qualifications:

  • MBA is a plus
  • Outsourced Solutions, Services or Operations and broader business management experience

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. 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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Position Description:

The Customer Lifecycle Operations team is responsible for design and management of global tele sales solutions on behalf of Microsoft's Corporate and Field teams, that increase customer retention, accelerate transition to modern offers, increase selling time, retain & grow revenue through a world class vendor ecosystem.. We manage a portfolio of services across SMC and Enterprise with more than 1,500 agents globally.

The Services Support Leader will lead the launch of new global tele solutions, identifying and leading process improvement and business process redesign initiatives to optimise cost, Increase ROI and reduce time to launch for Enterprise Support services.

The role will provide strategic insight and direction to Operations, Corporate and Field stakeholders, identifying and implementing continued improvements to Enterprise tele services while also taking on the management of the SMC Services team.

The individual will manage a team of Microsoft employee's, an outsourced managed service solution and the delivery of $1bn revenue in partnership with our Premier Support business stakeholders. Strong cross team collaboration is required across a broad range of teams from Operations, Sales, Policy, Finance, BPO and Microsoft Services with an ability to effectively influence decisions, direction and outcomes.

Candidate Profile - You are looking to learn and contribute to Microsoft Business Operations transformation journey. You bring diverse perspectives designing solutions that delight our customers, partners and stakeholders. You are passionate for problem solving, and driving impactful change in a fast paced dynamic environment. You see opportunities when others see failures. You can build alliances with stakeholders and are an excellent communicator. You value diversity and are a great listener. You want to be part of a great team, seeking and solving new challenges in a fun environment.

You will be a key member of the CLO Leadership Team. This role has scope to be hired at or become Director level.

The opportunities to lead and shape next generation customer experiences are nothing short of amazing. You will lead be right at the centre of the Company's Cloud transformation and future success. You will touch our most valued global customers and reach across our most important businesses. There could not be a more exciting and challenging role. Are you ready for the challenge? Are you ready to make an impact?

Responsibilities:

  • Lead CLO Support Services Digital Tele solutions in the next growth phase in capability & impact.
  • Deliver the best industry operations experience for enterprise customers in professional services.
  • Deliver ~$1bn in Premier Support revenue
  • Lead & Manage a senior team. Finely tuned delegation, feedback & motivational skills required.
  • Expected to role model leadership characteristics and deliver impact
  • A positive, energetic, creative, challenging and mature management style is imperative.
  • Ensure all performance engine and compliance objectives are met and exceeded. Drive year over year cost-to-serve efficiencies while transforming performance.
  • Own a key global strategic initiative with transformative outcomes.
  • Influence, challenge, support and 'team' strongly with Regional Operating Centre (ROC) leaders in US, EMEA and Asia Pacific.
  • Partner with the stakeholders & business program owners & execs to execute our strategic plan.
  • Partner with the leadership team to develop systematic mechanisms and roadmaps for the new workloads of the future. Invest in and develop capabilities accordingly
  • Develop highly effective stakeholder relationships with the leading Sales, Marketing and Delivery leaders across the regions and with the key Subsidiary leaders.
  • Create synergies with other Operations divisions/teams via partnership
  • Lead initiatives at your site impacting beyond CLO

Keywords: Microsoft Corporation, Reston , CLO Services Support Leader, Other , Reston, Virginia

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