New 
Customer Investments & Offerings Operations Program Manager
 Microsoft | |
 United States, Georgia, Atlanta | |
 Feb 25, 2025 | |
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OverviewAre you passionate about being a part of a high performing global team that values collaboration, process excellence and innovation? Do you want to impact the execution of compliant processes to support Microsoft customer investments and offerings? The unique accountabilities of Customer Investments & Offerings (CIAO) at Microsoft are to facilitate precision execution for End Customer Investment Funds (ECIF) and Azure Credit Offers (ACO) and Industry Solutions Delivery (ISD) sub-contracting and external contracting compliantly and efficiently for Microsoft's field sellers to enable yield and consumption of Microsoft products. CIAO team manages approximately $3.6B of payments to 3rd parties annually. CIAO operations are outsourced as managed service and serve ~150 subsidiaries worldwide.
ResponsibilitiesIn this role you will be responsible for the execution of global program management and processes for ACO and ISD. ACO is a Microsoft initiative designed to win and accelerate Azure consumption by offering customers flexible use of Azure credits, which is a critical tool in accelerating transformational workloads. ISD sub-contracting and external contracting involve the compliant and efficient management of third-party vendors to support Microsoft's field sellers, enhancing customer engagement and driving the consumption of Microsoft products. You will oversee vendor team performance who are responsible for on-going transactional support of our sellers to ensure ongoing operational efficiencies and compliance. The role requires stakeholder management across all levels and functions, including Microsoft Customer and Partner Solutions, Finance, Controls and Compliance, and IT groups. You will have deep understanding of existing processes and systems supporting the end-to-end execution of your programs, drive improvements to the same, and support definition of future state requirements.Build, develop, and maintain highly collaborative and effective working relationships with key stakeholders, facilitate proactive planning, agreement on cross-group delivery plan of record, smooth communication, and risk/issue tracking and resolution.Hold deep insights into program performance and program execution health. Leverage these insights to address gaps and opportunities with the goal to deliver greater program performance yield and utilization.Be a subject matter expert for all aspects of operations for your portfolio - understand the end-to-end flow, how the business rules are executed, and ensure compliance is the top priority.Translate business and operational strategies into actionable process improvement efforts with defined outcomes.Engage in proactive planning, partnering with stakeholders, responds effectively to build their confidence, and takes full accountability for driving issues to close end-to-end.Accountable for the ongoing transactional support and programs maintenance and ensures ongoing operational execution to SLAs, driving efficiencies and ensuring compliance.Define end-to-end reporting requirements, analytics, and ROI capabilities. Responsible for BI reporting back to your key stakeholders.Accountable for managing BPO vendor teams, including owning the operating model work instruction documentation, CR submission process, etc.Drive governance and execution of compliance controls, policies, and procedures. | |