The Operations Service Center, within Microsoft Business Operations (MBO), provides support for Volume Licensing, Industry Solutions and Unified customers to transact with Microsoft. We are accountable to drive and execute by pursuing process efficiency, timeliness, quality, and compliance, all while providing world class customer experience. We are looking for team members to join our team focused on delivering exceptional stakeholder and customer experience with deep expertise in contracting, order management, billing, supplier management and customer and partner engagement.
As a member of our team, you will coordinate and manage Americas business-critical revenue processing functions. Our goal is to ensure consistent, repeatable processes on a global level while displaying customer experience skills to our internal and external clients. You will be joining a team focused on results, working together to solve problems, and committed to developing people.
This role is flexible in that you can work up to 50% from home.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**:
- Maximize compliant by delivering Global Field Operations services from deal consultancy to contract closure across the Lead-to Order and Order to Cash processes.
- Drive deal pipeline to foster proactive deal support and consultation to field stakeholders and resolution of queries through the validations process with the Field stakeholders to maximize deal velocity. (Continuous vetting of deals and non-standard scenarios through Deal Desk).
- Ensure ongoing accuracy of the contract/order/engagement/agreement through delivery lifecycle working with relevant area and domain roles on contract amendments & order maintenance to ensure compliant operations.
- Support the business by displaying an appropriate level of businesses knowledge. When required, ensure proper support to Strategic Complex deals leveraging regional capabilities leads, including the recognition of deals that may represent challenges during invoicing and delivery phase.
- Work with our Strategic Ventures team to shape the future of deal construction and management.
- Develop impactful relationships with Sales and other business stakeholders to deliver a best-in-class deal management experience and maximize booked revenue.
- Collaborate with field/ subsidiary sales and stakeholders to track deal statuses & arrival dates.
- Provide the Processing team with accurate deal & order volume forecasts.
- Work with Credit Services to ensure adequate credit capacity to support the deal pipeline.
- De-risk complex and transformational deals and remove holds by leveraging Deal Desk, Trade and Compliance teams.
- Communicate expertly to align expectations with field / subsidiary sales and stakeholders when it comes to critical deals for expectations alignment (especially at month & quarter end).
- Act as the market(s) escalation point for issues related to agreement, contract, deal and order processing.
- Drive process & productivity initiatives to transform deal management processes, improve engagement with stakeholders and drive productivity savings.
- Seek opportunities to increase agility by identifying future needs to evolve processes, services, and solutions, to address compliance gaps and drive simplification.
- Continuously drive data driven insights and identify trends to improve process and experience for regional stakeholders.
- Act 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.
- Monitor customer service metrics and KPIs to identify areas of improvement and implement strategies to boost performance.
- Use voice of customer frameworks and metrics to identify trends and influences across multiple customers and internal groups.
- Embody our culture and values.
**Qualifications**:
**Required/Minimum Qualifications**
- Bachelor's Degree in Business, Operations, Finance, Supply Chain or related field AND 2+ years work experience in program management, process management, process improvement
- OR equivalent experience.
- Business level fluency to read, write and speak English and Spanish.
**Additional or Preferred Qualifications**:
- Bachelor's Degree in Business, Operations, Finance or related field AND 4+ years work experience in program management, process management, process improvement
- OR equivalent experienc