Customer Operations Manager

Last updated 14 hours ago
Location:Reno, Nevada
Job Type:Full Time

Microsoft Business Operation’s mission is to make it easy to do business with Microsoft and to deliver innovative and efficient operational solutions that create great customer experiences. The Partner Business Management team is chartered with enabling Microsoft to become more proactive and efficient in landing operational change with our managed partners. The Partner Business team, inside Americas Operations Center area is the organization is responsible for:

  • Enable the partner ecosystem to transact in our new Go-To-Market motions
  • Provide Program & Policy subject matter expertise & influence future capability & design through insights
  • Develop readiness plans to be delivered through a community model, including adoption & usage of self-serve tools to consume content
  • Ensure continuous improvement of partner operational excellence
  • Strategic partner management of key accounts to accelerate their transformation to Cloud
  • Drive & execute compliant Channel contracting processes

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 customers, and our 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.


The Operations Key Account Manager is responsible for enabling our top Partners as they transform to the Cloud. By using data and their deep understanding of Partner processes they will identify business insights and opportunities that accelerate their assigned partners’ transformation, optimize processes and increase Partner Productivity.

  • Voice of the Business
    • Provide partner feedback and help build business insights that contribute to overall VOB intake.
    • Loop back to partners on roadmap changes and help land in a way to maximise partner efficiencies
  • Coordinate Co-Design Opportunities to embed Partner input and experiences into key future capability roadmap development
  • Strategic Global Operational Planning & Business Growth Support
    • Sync Partners & Microsoft Global Ops Strategy (move to modern, ops experience)
    • Work with PDMs to facilitate “bulid with” activities form Ops standpoint
  • Support Global on-boarding/off-boarding activities for geo and portfolio expansion for key accounts.
  • Work with key MS and Partner stakeholders to address expansion blockers
  • Change management – accelerating time to value
  • Collaborates across multiple internal teams to drive new/improved operational capabilities that make it easier to do business with Microsoft
  • Operations Executive Engagement
    • Manage engagement at executive level between Partner and Microsoft.
    • Run key events (Summit, Inspire, Partner events…) throughout the year to keep Microsoft executives aligned with Partner Cloud maturity and growth strategies
  • Executive Escalations Support
    • Support executive escalations between key Partners and Microsoft stakeholders as needed
  • Develop and maintain structured ROB with Key Partner execs
  • Work with internal teams to understand roadmap deliverables and develop plans to integrate into Partner business model
  • Drive Partner Listening Forums and Co-Design sessions
  • Advise partners at various cloud maturity levels: start, grow, optimize
  • Account planning including stratification, COSs, Partner Profiles & CPE plans (COE)
  • Driving Global Operational Excellence strategy (global scorecard to Partner execs )


Basic Qualifications:

  • A minimum of a Bachelor’s degree in Operations, Business, Supply Chain, Finance, or a related field, or equivalent alternative education, skills, and/or practical experience is required.
  • 5 years' minimum experience in Operations, Program Management, or Project Management

Preferred Qualifications:

  • Have Microsoft Partners program knowledge (VL, CSP, for example) and/or experience working with partners in some capacity
  • Strategic relationship management skills and experience
  • Ability to develop creative solutions to complex problems by applying knowledge and judgment to identify approach and methods
  • Fluent English. Spanish and/or Portuguese are a plus.
  • Partner enablement, process optimization and strategic relationship development experience are desired as well.
  • Candidate to have field and/or partner knowledge and/or experience managing partners directly.
  • Excellent communication skills and ability to build solid relationships with individuals at all levels, in multiple geographies and business functions, both internally and externally
  • Ability to simplify complex situations, analytical and problem-solving skills
  • Demonstrated experience in Partner Channel Enablement Strategy definition and execution both on the Capacity and Capabilities areas
  • Ability to multi-task and project manage many tasks simultaneously. Ability to work under continual deadline constraints.
  • Strong project and process management with and ability to own planning, scheduling & coordinating
  • Ability to develop creative solutions to complex problems by applying knowledge and judgment to identify approach and methods
  • Experience in obtaining and using diverse partner & customer feedback and using partner & customer knowledge to optimize the design of agreement-to-cash processes



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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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.