Customer Lifecycle Operations (CLO) Program Manager at Microsoft

San José, , Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

05 Mar, 26

Salary

0.0

Posted On

05 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Vendor Management, Program Strategy Execution, Performance Management, Financial Management, Compliance, Stakeholder Engagement, Cross-functional Collaboration, Change Management, Program Content Design, Leadership, Communication, Continuous Improvement, Market Analysis, Process Improvement, Tele-sales, Tele-services

Industry

Software Development

Description

Overview The Customer Lifecycle Operations (CLO) 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. Our hybrid work policy is built on flexibility, inclusiveness and productivity and will require a minimum of 60% office-based presence for this role, three days per week. 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. Responsibilities 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, maintaining full program coverage at all times to meet business outcomes. 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. Qualifications Minimum/Required Qualifications Bachelor’s degree in Business, Operations, Finance or related field AND 4+ years work experience in program management, change management and process improvement. OR equivalent experience. Compliance knowledge and experience, particularly in managed outsourced contract environments. Preferred Qualifications Experience in Sales Operations, Business Operations or a similar industry. A Master’s degree or MBA is preferred. Demonstrated leadership skills in diverse and highly complex environments. Experience communicating and influencing with executive level stakeholders. Experience in Continuous Improvement (CI) and AI to improve or automate manual processes. This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Responsibilities

The CLO Program Manager will oversee the design and delivery of outsourced global tele-services solutions, ensuring operational performance and compliance. This role includes managing vendor performance, financial tracking, and stakeholder engagement.