Manager, Operational Excellence, Microsoft Licensing Operations

Role overview

People and operational leadership

• Lead, coach, develop, and retain the Microsoft Operations team; set clear objectives, expectations, and accountabilities.
• Manage staffing, workload allocation, scheduling, and coverage; serve as an escalation point for complex operational and customer matters.
• Monitor service levels, productivity, quality, and other performance indicators; address recurring issues and capacity risks.

Compliance and continuous improvement

• Translate Microsoft requirements into internal procedures, controls, training, and practices; maintain transaction documentation and audit evidence.
• Review transactions and controls, document and escalate findings, and monitor remediation through completion.
• Improve workflows, documentation, reporting, controls, and tools; support automation while maintaining effective oversight.
• Keep standard operating procedures current and ensure process or system changes are tested, documented, communicated, and adopted.

Partnership and governance

• Partner with Microsoft and internal Sales, Customer Success, Finance, Legal, Compliance, IT, and other teams on program changes and escalations.
• Clarify operational handoffs and requirements, including considerations for public sector and education customers.
• Identify operational, compliance, financial, and customer risks; maintain mitigation plans, scorecards, reporting, and audit records.
• Contribute to operational and capacity planning, technology roadmaps, and business cases.

Qualifications

• At least three years of progressive experience in licensing operations, customer operations, sales operations, or a related technology environment.
• Demonstrated people leadership, including coaching, performance management, talent development, and workload planning.
• Experience managing complex, high-volume transaction-based operations and practical knowledge of software licensing, contracts, quoting, ordering, renewals, and agreement maintenance.
• Experience translating partner requirements into controls and processes and supporting compliance reviews, audits, or risk management.
• Strong analytical, problem-solving, communication, and cross-functional collaboration skills; customer focus balanced with compliance and accuracy.
• Post-secondary education in a relevant discipline or equivalent 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 experience is an asset.

Compensation

• Estimated Canadian base pay is CAD 95,000 to CAD 110,000 annually, plus target incentives of 12%.
• Actual pay depends on location, experience, skills, education, and related certification; ranges may differ by geography.

Benefits and workplace

• Full-time employees receive medical and dental care, employee and family assistance, retirement savings with company matching, insurance, paid leave, and an employee discount.
• The employer describes a collaborative culture, career development, flexibility, and an inclusive workplace.

Hiring process

• The employer conducts a criminal record check, education verification, and reference checks.
• Digital interviewing and remote onboarding are described.