Customer Operations Manager

Logistics, Sales & Operations · Sales & Business Development · Sales Operations · Business Analysis · Customer Success

In short

The Customer Operations Manager is a subject matter expert in Microsoft's Volume Licensing concepts and processes, providing front-line transactional support for sellers and customers. This hybrid role, requiring 3 days/week in-office presence, focuses on contract and order management, billing execution, credit management, and ensuring a positive customer experience, with an evening shift requirement (6:30 PM - 3:30 AM IST).

Responsibilities

Manage deal and contract validation and execution for post-sales lifecycle transactions.
Manage critical deal lists and ensure alignment with sales stakeholders.
Ensure accurate and compliant order and invoice approval and dispatch to maximize cash flow.
Manage credit approval processes and execution of credits and associated rebills.
Track and communicate contract billing status, highlighting risks.
Serve as the primary point of contact for operational customer service inquiries, concerns, and issues.
Oversee daily operations of the customer service team to ensure quality standards.
Monitor customer service metrics and KPIs to identify areas for improvement.
Handle escalated customer service issues and complaints.
Work closely with other departments to resolve customer issues.
Develop and implement processes and procedures to streamline customer service operations.
Act as a thought leader to drive consistency in processes, capabilities, and services.
Serve as a trusted advisor for customers and internal clients on operational processes.

Requirements

4+ years of work experience in contracting & order management, pipeline management, & billing execution.
Expertise in contract validation, pipeline management, credit approval, and billing management.
Strong capabilities in customer service, stakeholder engagement, process optimization, and operations excellence.
Proficiency in data-driven decision-making using KPIs.
Bachelor’s degree in business, Operations, Finance or related field OR equivalent experience.
On site presence minimum 3 days/week.
Ability to work from 6:30 PM to 3:30 AM IST.

Desired Qualifications

2+ years of experience in customer service operations, managing escalations, improving service metrics, & implementing process improvements.
Experience with similar industry Business Value deal constructions.
Experience with Microsoft licensing concepts, including contracts, quotes and invoices.
Experience providing direct support for Microsoft Volume Licensing sales and support lifecycle.

Skills

Contract ManagementOrder ManagementBillingCustomer ServiceProcess ImprovementStakeholder ManagementData AnalysisKPIs

#Customer Operations#Licensing Solutions#Contracting#Order Management#Billing#Supplier Management#Customer Relationship Management#Process Efficiency#Compliance#Customer Experience

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