Customer Investments & Offerings Operations Program Manager

Are 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 mission of Customer Investments & Offerings (CIAO) at Microsoft is to facilitate precision execution for End Customer Investment Funds (ECIF) and Azure Credit Offers (ACO) compliantly and efficiently for Microsoft’s field sellers to enable sales and consumption of Microsoft products. ECIF is the cost of services delivered to end customers in support of Microsoft products. ACO is a Microsoft initiative designed to win and accelerate Azure consumption by offering customers flexible use of Azure credits. Both are critical tools in accelerating transformational workloads. CIAO team manages approximately $3B of payments to 3rd parties annually. CIAO operations are outsourced as managed service and serve ~150 subsidiaries worldwide.

In this role you will be responsible for the execution of Asia time-zones regional operating model to help increase seller’s efficiency that drives consumption and close business, decrease processing cycle times and execute key controls that protect our customers and Microsoft. 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 the Asia time-zone countries of all levels and functions, including Business Group leadership, Finance, Controls and Compliance, Procurement, 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.

Responsibilities

Core Job Responsibilities:
• Subject matter expert for all aspects of operations for your programs regionally and/or functionally - understanding the end-to-end flow, how the business rules are executed and ensuring compliance is the top priority.
• Accountable for high quality, compliant end to end program optimization and Instrumentation for the operational processes supporting your program - work with your peers to ensure integrity of your end-to-end process/program and ability to deliver on programmatic goals through operational processes.
• Primary point of contact for the regional MCAPS program sponsor(s). Build, develop and maintain highly collaborative and effective working relationships with key stakeholders to facilitate proactive planning, agreement on cross group delivery plan of record, smooth communication and risk/issue tracking and resolution.
• Accountable for the on-going transactional support and programs maintenance and ensures on-going operational efficiencies and compliance.
• Reporting & Analytics: Define end-to-end reporting requirements, analytics and ROI capabilities. Responsible for BI reporting back to the Asia time zone stakeholders.
• Collaborate with teams and vendors to monitor program efficacy and compliance. 
• Ensure execution to SLA, understanding how changes upstream or downstream of programmatic operational processes will impact overall E2E cycle times.
• Consulting/coaching and point of escalation for Asia time zone stakeholders, field sellers and Solution Area program sponsors. 
• Own the operating model work instruction documentation.
• Accountable for managing vendor teams.
• Design, implement and lead strategic changes through simplification and automation for transactional processes.
• Identify requirements for program change from policy stakeholders, assess feasibility to deliver, create a working plan of record/roadmap items for enhancements/change, drive change control, proactively identify and manage risks and issues, strong focus on escalation management/future mitigation, triage, cross group coordination and milestone management.
• Drive governance and execution of compliance controls, policies and procedures

Qualifications

Requirements & Experiences
• 2+ years of relevant work experience in business/finance operations, program management, process management, process improvement
• Bachelor’s degree in business management, finance or other related disciplines (or equivalent experience)
• Have a strong understanding of Microsoft's business, product, and technical strategies, and proven cross-group program/project leadership and management skills.
• Solid strategic and tactical business skills
• Must be comfortable working with ambiguity and adept at using data to influence business decision making
• A demonstrated ability to communicate clearly and effectively with all levels within an organization
• Proven ability to establish trust quickly and create win-win situations
• Experience with Microsoft Office, with advanced Excel Skills preferred. Solid knowledge of PowerPoint and the ability to prepare and deliver leadership presentations
• Demonstrated ability to implement change
• Core Competencies: Problem solving; planning, organizing and coordinate, cross-group collaboration, influence without authority

At Microsoft, we believe that diversity enriches our performance and products, the communities where we live and work, and the lives of our employees. As our workforce evolves to reflect the growing diversity of our communities and the global marketplace, our efforts to understand, value, and incorporate differences become increasingly important. Come explore diversity at Microsoft.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations