Manager, Microsoft Operational Excellence

Role overview

People and operations leadership

• Leads, coaches, develops, and retains the Microsoft Operations team; sets objectives, accountabilities, and development plans.
• Manages staffing, workload allocation, scheduling, and coverage; serves as an escalation point for operational, customer, compliance, and people matters.
• Oversees licensing transactions and ensures accuracy, timeliness, and compliance with program, customer, and internal requirements.
• Establishes workflows, priorities, ownership, escalation paths, and reporting for service levels, productivity, quality, and operational performance.
• Interprets Microsoft program changes and translates requirements into internal procedures, controls, training, and practices.
• Maintains transaction documentation and audit evidence; reviews adherence, records findings and exceptions, escalates issues, and monitors remediation.
• Improves processes, controls, documentation, reporting, and tools; uses operational data, audit results, and stakeholder feedback to prioritize changes.
• Partners with IT and improvement teams on system changes; ensures changes are tested, documented, communicated, adopted, and measured.
• Coordinates with Microsoft and internal Sales, Customer Success, Finance, Legal, Compliance, IT, Enablement, and other stakeholders.
• Identifies and mitigates operational, compliance, financial, and customer risks; maintains scorecards, process documentation, control ownership, and leadership reporting.

Qualifications

• At least three years of progressive experience in licensing operations, customer operations, sales operations, or a related technology environment.
• People-leadership experience, including coaching, performance management, talent development, and workload planning.
• Strong experience managing complex, high-volume, transaction-based operations.
• Practical knowledge of software licensing, contract processing, quoting, ordering, renewals, and agreement maintenance.
• Experience interpreting external program or partner requirements and translating them into internal processes and controls.
• Experience supporting compliance reviews, audits, operational controls, or risk-management activities.
• Strong analytical and problem-solving skills; ability to work cross-functionally and communicate operational risks to senior stakeholders.
• Customer focus balanced with compliance, accuracy, financial risk, and contractual obligations.
• Post-secondary education in business, operations, technology, or a related discipline, or equivalent relevant experience.
• Relevant business improvement, project management, risk, compliance, or process-management certification is an asset.
• Microsoft or comparable software-vendor program experience is strongly preferred; public sector or education customer experience is an asset.

Compensation

• Estimated Canadian base pay range is $100,000 to $110,000 annually, plus 12% target incentives.
• Actual compensation depends on location, experience, skills, education, and related certification; ranges may vary by geography.

Benefits

• Full-time employees receive medical and dental care, employee and family assistance, retirement savings matching, life and disability insurance, paid leave, and an employee discount.

Workplace information

• The posting does not specify a work arrangement. It states that new employees are onboarded remotely.

Pre-employment checks

• The employer conducts a criminal record check, verifies education, and checks references before employment.