Customer Lifecycle Operations - Program Manager

Share job

The CLO (Customer Lifecycle Operations) Program Manager will oversee the design and delivery of outsourced global tele-services solutions, leveraging a network of top-tier global tele-sales and tele-services vendors. This role is pivotal in driving operational performance, ensuring the highest standards of compliance, and executing business strategies through exceptional outsourced service delivery. A critical aspect of this position is to ensure that supplier (global vendor) performance consistently meets and exceeds the expectations of both customers and stakeholders. The role demands significant executive stakeholder engagement and adept stakeholder management within a matrix organization.

• • Executive Communication:
  • Excellent executive-level communication experience with strong business-focused storytelling capabilities.
  • Ability to pivot seamlessly between strategic and tactical perspectives.
  • Relationship Building and Collaboration:
  • Proven ability to build and maintain strong relationships across functions.
  • Leads by listening and incorporating diverse opinions and backgrounds.
  • Excellent relationship-building skills and cross-functional collaboration.
  • Continuous Improvement and Best Practices:
  • Active sharing of best practices and a continuous improvement mindset.
  • Pre-emptive approach to problem identification and partnering with others to solve issues.
  • Agility and Innovation:
  • Agile workstyle, adept at removing barriers to launching and enabling new business projects within the team.
  • Previous experience in using AI/Copilot to improve, restructure, or automate manual processes and programs.
  • Negotiation and Influence:
  • Skilled negotiator with a proven track record in influencing outcomes that add value to overall delivery outcomes.
  • Industry Knowledge:
  • Knowledge of Microsoft Sales Process or similar tech industry sales processes.
  • Compliance knowledge and experience, particularly in managed outsourced contract environments.

  This is a pivotal role in leading the success of CLO supported business motions, and the successful candidate will have the opportunity to make a significant impact on Microsoft’s future success.

Vendor Management:

• Program Strategy Execution: Ensure the highest standard of delivery and execution of the program strategy via the global vendor ecosystem.

• Performance Management: Manage outsourced global vendor performance and KPIs attainment, tracking vendor performance at both local and global levels.

• Business Rhythm Leadership: Own and lead the program rhythm of business, including Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) with global vendors and Microsoft executive stakeholders.

• Performance Verification: Verify the monthly performance results of the vendors.

• Financial Management: Own financial management and tracking of budgets and spend for the program, ensuring an accurate and compliant invoicing process.

• Headcount Management: Manage supplier headcount, ensuring 100% compliance with outsourced policy.

Compliance:

• Performance and Compliance Objectives: Ensure all program performance and compliance objectives are met.

• Legal and Regulatory Compliance: Ensure compliance with legal and regulatory requirements, as well as Microsoft's policies and standards.

• Policy Adherence: Manage supplier headcount ensuring 100% compliance with outsourced policy.

Stakeholder Engagement:

• Relationship Development: Develop and maintain strong relationships with Microsoft business stakeholders and global tele vendors, ensuring alignment with Microsoft's goals and objectives.

• Cross-functional Collaboration: Collaborate with cross-functional teams to drive continuous improvement and innovation in the outsourced tele-sales program.

• Market Analysis: Monitor and analyze market trends and the competitive landscape to inform program strategy and direction.

• Change Management: Lead change management initiatives to drive the adoption of new program features and capabilities.
  Program Content Design: Contribute to the design and build of new program content and delivery/readiness plans for new services.