Customer Operations Manager Job at Microsoft Corporation (Bangalore)

Customer Operations Manager

Microsoft Corporation

Location:
India , Bangalore

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Customer Operations Manager is responsible for customer-facing licensing solutions and must be a subject matter expert within our Volume Licensing concepts and processes. The Customer Operations Manager will provide direct, front line transactional support for Microsoft Field sellers and our customers. The Customer Operations Manager is responsible for ensuring adherence with the Microsoft account plan, ensuring deliverables are executed on time and of high quality for our customers.

Job Responsibility:

Deal and Contract Validation: Manage the validation and execution of agreements and post sales lifecycle transactions enabling accuracy in downstream financial processes followed by compliant issuance of customer contracts in accordance with Policies, Global and SOX approved deal financials
Pipeline Management: Manage critical deal lists on a monthly and quarterly basis in alignment with expectations with the Sales, Sales Excellence and key Subsidiary sales stakeholders on all critical deals for the month
Billing Execution: ensuring accurate and compliant order and invoice approval and dispatch (standard and local) to maximize cash flow and collectability for all invoices
Credit Approval management: including orchestration of all Finance exception approvals on high value credits and execution of all credits and associated rebills
Billing status and risk management: including tracking and communicating contract billing status to key stakeholders highlighting risks with contractual requirements, customer PO coverage, customer sign offs and credit/payment status
Serve as the primary point of contact for all operational customer service inquiries, concerns, and issues
Oversee the daily operations of the customer service team to ensure quality standards are met and maintained
Monitor customer service metrics and KPIs to identify areas of improvement and implement strategies to boost performance
Handle escalated customer service issues and complaints in a professional and efficient manner
Work closely with other departments to resolve customer issues and ensure a positive customer experience
Develop and implement processes and procedures to streamline the customer service operation
Stay up-to-date on industry trends and best practices to ensure the customer service team is providing the highest level of service possible
Generate reports on customer service metrics and activity for senior leader consumption and monthly business reviews
Acts as a thought leader to drive consistency in processes, capabilities, and services meeting performance expectations for consistency, accuracy, simplification, and timeliness of delivery
Trusted advisor for customers and internal clients on operational processes and capabilities, and provides efficient, scalable operational solutions across a portfolio of accounts
Uses voice of customer frameworks and metrics to identify trends and influences across multiple customers and internal groups.

Requirements:

4+ years of work experience in contracting & order management, pipeline management, & billing execution, with a focus on financial accuracy, compliance, and risk management
Expertise in contract validation, pipeline management, credit approval, and billing management, with strong capabilities in customer service, stakeholder engagement, process optimization, and operations excellence
Proficiency in data-driven decision-making, using KPIs to monitor performance, and acting as a trusted advisor to internal and external customers
Bachelor’s degree in business, Operations, Finance or related field AND operations, program management or process management work experience OR equivalent experience
On site presence minimum 3 days/week.

Nice to have:

2+ years of experience in customer service operations, managing escalations, improving service metrics, & implementing process improvements to streamline operations
Experience with similar industry Business Value deal constructions
Experience with Microsoft licensing concepts, including contracts, quotes and invoices, as well as evaluation and review of complex proposals, agreements, and amendments
Experience providing direct support for Microsoft Volume Licensing sales and support lifecycle.

Additional Information:

Job Posted:
March 04, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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