Microsoft Customer Operations Manager 

Taiwan, Taoyuan City 

340809119

Required Experience/Minimum Qualifications

• Bachelor's Degree in Business, Operations, Finance, or related field AND 2+ years experience in program management, process management, or process improvement OR equivalent experience.
• 2+ years’ experience with one or more of the following: contract management, billing, or order management.
• 2+ years’ experience using data to drive decision making and using Key Performance Indicators (KPIs) to monitor performance.
• 1+ years’ experience in a consulting or advisor capacity for internal or external stakeholders.
• This role requires proficiency in written, reading, and conversational English and Spanish as all business operations as well as customer communications are conducted in English and Spanish.

Preferred Qualifications

• Master's Degree in Business, Operations, Finance, or related field AND 3+ years experience in program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 5+ years experience in program management, process management, or process improvement OR equivalent experience.
• 4+ years of work experience in contracting & order management, pipeline management, & billing execution, with a focus on financial accuracy, compliance, and risk management.
• 2+ years of experience in customer service operations, managing escalations, improving service metrics, & implementing process improvements to streamline operations.
• 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

Microsoft will accept applications until

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 leadership consumption and monthly business reviews.

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• 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​.

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• Uses voice of customer frameworks and metrics to identify trends and influences across multiple customers and internal groups.