Customer Operations Manager

Role Overview

Customer Operations

• Manage customer-facing licensing solutions and provide transactional support to Microsoft sellers and customers.
• Ensure account-plan deliverables are completed on time and at high quality.
• Validate agreements and manage post-sales lifecycle transactions.
• Manage critical deal lists with sales and subsidiary stakeholders.

Billing and Customer Service

• Execute compliant order and invoice approvals and dispatches.
• Coordinate high-value credit approvals, credits, and rebills.
• Track billing status, contractual risks, purchase order coverage, sign-offs, and payment status.
• Lead customer service operations, escalations, metrics, reports, and process improvements.

Operations Excellence

• Drive consistency, accuracy, simplification, and timeliness across processes, capabilities, and services.
• Advise customers and internal clients on scalable operational solutions.
• Use customer voice frameworks and metrics to identify trends across customers and internal groups.

Required Qualifications

• At least 4 years of experience in contracting and order management, pipeline management, and billing execution.
• Expertise in contract validation, credit approval, billing management, customer service, and process optimization.
• Proficiency in data-driven decision-making and KPI-based performance monitoring.
• Bachelor’s degree in a relevant field plus related operations or process experience, or equivalent experience.
• Onsite presence is required at least three days per week.
• The position follows a 6:30 PM to 3:30 AM IST evening shift.

Preferred Qualifications

• At least 2 years of customer service operations experience involving escalations, service metrics, and process improvements.
• Experience with Microsoft licensing concepts, contracts, quotes, invoices, proposals, agreements, and amendments.
• Experience supporting Microsoft Volume Licensing sales and support lifecycles.

Workplace

• The role requires onsite presence a minimum of three days per week.
• The position follows an evening shift in India.