Manager, Operational Excellence, Microsoft Licensing Operations

Role overview

People and operational leadership

• Lead, coach, develop, and retain the Microsoft Operations team; set expectations, manage performance, and build team capability.
• Manage staffing, workload, scheduling, and coverage to support volumes and service commitments.
• Direct licensing transaction execution, establish workflows and escalation paths, and monitor service levels, productivity, quality, and operational performance.

Compliance and governance

• Partner with Microsoft and internal Compliance, Legal, Finance, Sales, and other teams to maintain program and contractual compliance.
• Maintain transaction evidence for internal reviews, Microsoft assessments, and audits; review controls and transactions for gaps.
• Document, escalate, remediate, and monitor compliance findings, exceptions, and control failures.
• Identify operational, compliance, financial, and customer risks; maintain mitigation plans, scorecards, documentation, and audit evidence.

Operational improvement and partnership

• Simplify processes, improve quality, reduce risk, and lead changes to workflows, documentation, controls, reporting, and tools.
• Partner with IT and improvement teams on system requirements; ensure changes are tested, documented, communicated, and adopted.
• Maintain operating procedures and measure whether improvements deliver expected outcomes.
• Coordinate with Microsoft and internal stakeholders, communicate business risks and performance, and clarify transaction handoffs and responsibilities.

Required qualifications

• At least three years of progressive licensing operations, customer operations, sales operations, or related technology experience.
• People leadership experience, including coaching, performance management, talent development, and workload planning.
• Experience managing complex, high-volume transaction operations and knowledge of software licensing, contracts, quoting, orders, renewals, and agreements.
• Experience interpreting partner requirements into processes and controls, and supporting compliance reviews, audits, or risk management.
• Strong analytical, problem-solving, communication, and cross-functional collaboration skills.
• Post-secondary education in business, operations, technology, or a related discipline, or equivalent relevant experience.

Preferred qualifications

• Microsoft licensing or comparable software-vendor program experience is strongly preferred.
• Experience supporting public sector or education customers, licensing transactions, contracts, or operational requirements is an asset.
• Business improvement, project management, risk, compliance, or process-management certification is an asset.

Compensation

• Estimated base pay in Canada is $95,000 to $110,000 annually, plus 12% target incentives.
• Actual salary depends on factors including location, experience, skills, education, and related certification; ranges may differ in other locations.

Benefits

• Full-time employees receive medical and dental care, employee and family assistance, retirement savings with company matching, life and disability insurance, and paid leave.
• Additional benefits include an employee discount program and other workplace perks.

Workplace and hiring

• The employer says workdays can be planned flexibly and that new employees are onboarded remotely; the job's regular work location or remote-work policy is not specified.
• The employer conducts a criminal record check, education verification, and reference checks before employment.