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Microsoft Corporation Logo Microsoft Corporation · IT - Administration

Group Manager - Services Customer Operations Manager

Costa Rica, San José · Job Posted May 16, 2026
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Job Description

Group Manager - Services Customer Operations Manager is a people manager role. The selected individual will work closely with 1) Field Sellers and leaders, 2) End customers, 3) other Services Customer operations Managers (S-COMs) & their teams and 4) other internal stakeholders (examples: Operations Deal Managers (ODMs), vendor support teams, Deal Desk, deal approvers, etc). Our Field Operations (FO) team provides operational services that include end-to-end deal pursuit, orchestration and management, deal reviews and advisory services to provide the most efficient path for order-to-cash & post support realization.

Job Responsibility

  • Be the leader that enables a successful S-COM team, achieving maximum business value
  • fosters global thinking, to evolve the global organization for greater efficiency and broader impact
  • enables a diverse and inclusive environment within Business Operations, where great talent is developed and maximum potential is realized
  • Enable an efficient end-to-end deal engine through S-COMs orchestrating deals end to end while engaging sellers, customers, support teams and other key stakeholders
  • executing steps to influence & shape deal construct, ensuring all contractual deliverables are completed on time and with quality to enable transformational deals
  • Engage across organizations to resolve complex deal issues, as needed
  • Enable clear and concise communications to senior field & operations LT
  • At any given point of time, have a clear view of what is critical to success for Microsoft, evolving strategies to adapt by understanding customer & business trends etc
  • Amplify the voice of Operations to field leadership and vice-versa from field to Operations leadership on how Operations is (or needs to) enable / unblocks issues in each market
  • Have a disciplined planning & execution rhythm for S-COM scope for each quarter in advance of the quarter, with the full team aligned and clear on their role to deliver
  • Engage, enable and sustain a very tight pipeline and fiscal close review rhythm with sales leadership across markets to keep high focus on critical business deals, deal construct shaping and facilitating the journey through the deal lifecycle

Requirements

  • Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement OR equivalent experience
  • 2+ years management (e.g., people, project, process, vendor, change) experience
  • This role requires proficiency in written, reading, and conversational English as all business operations as well as customer communications are conducted in English.

Nice to have

  • Experience in managing projects, vendors, and processes and change initiatives
  • Demonstrated thought leadership, decision-making, and impactful influence with a proven ability to collaborate effectively to drive business goals and achieve key metrics
  • Proven analytical and problem-solving skills to deliver global solutions that support business objectives
  • Experience in using Business Process Management (BPM), Six Sigma, Lean, Agile, and/or Scrum methodologies, with ability to model as-is and to-be processes
  • Experience with the Quote to Cash lifecycle (quotes, agreements, orders, adjustments) to enable improved operational performance (or similar)
  • Industry experience in Technology/ AI, Cloud and/or Supply Chain, Compliance/Controls.
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