Operations Program Manager

Microsoft (Dublin, Ireland) 21 days ago

Organization Summary:

If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Business Operations (MBO) - and the value we deliver across Microsoft and to our customers and partners. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development, recognizes, and rewards great work.

Position Description:

The Enterprise. Protect, Intelligence and Compliance (EPIC) Operations Team are looking for an experienced Operations Program Manager of WW End Customer Investment Funds (ECIF) programs. ECIF is the cost of services delivered to end customers in support of Microsoft products. ECIF is a critical tool in accelerating transformational workloads. ECIF is delivered to our customers through either Internal Microsoft Services (MCS, Premiere, CSS) or through authorized External Suppliers. In this role you will be responsible for the global ECIF Operating Model execution, including standing up and supporting the newly defined Concierge desk to help increase seller efficiency that drive consumption and close business, decrease processing cycle times for ECIF projects throughout the lifecycle of the project, and execute key controls that protect our customers and Microsoft.

You will have ownership and accountability for ECIF operating model processes, including Concierge desk service line execution and management of the controls, KPIs and ROI. You will lead vendor teams who are accountable for the on-going transactional support of our field sellers and ensure on-going operational efficiencies and compliance. Compliance is in your DNA. You want to have fun and believe in what you do! If that sounds like a good fit for you, keep reading…

The ECIF Program Manager role will be a member of the Microsoft Incentives Operations (MIO) team within MBO. The MIO team supports Microsoft's strategy to leverage our partners as extended sales force to help Microsoft accelerate securing revenue. We are a fast-paced, results oriented group within MBO that interacts with the Solution areas, Consumer and Device Sales, One Commercial Partner, Universal Store, Regional Operations Centers, Finance, Customer Service and many more organizations to ensure our incentive and payout programs are operationalized with efficiency. We are responsible for designing, launching, improving (in market) and executing operational solutions for Global Programs and Process that payout incentives transaction processes to Microsoft Partners and Suppliers.

Here is your profile - You have deep experience in business program management with focus on operations. You have a passion for excellence and quality execution. You love the challenge of solving big, bold problems. You see opportunities when others see failures. You are a great communicator, able to customize your message to many layers in a large Corporation and you are comfortable delivering difficult messages when required. You are a strategic thinker (big picture) with ability to connect the dots and you have an ability to go immediate to ground level details. You are a meticulous program and capability focused manager, knowing the end to end process flow for how your program works and understanding how the business rules need to be executed operationally. You are a rigorous project manager and take pride in delivering solid, clean projects. You are tenacious in unearthing risks and mitigate them proactively, engaging whoever you need for support to do this.

You will own relationships with various Business, Operations, Finance and IT groups in understanding existing processes and systems supporting the end to end execution of your program, drive improvements to the same and support definition of future state requirements.



  • Accountable for the implementation and operationalization of ECIF Concierge desk
  • Subject matter expert for all aspect of operations for your program regionally or functionally - understanding the end to end flow, how the business rules are executed and ensuring compliance is the top priority.
  • Accountable for high quality, compliant end to end program optimization and Instrumentation for the operational processes supporting your program - work with your peers to ensure integrity of your end to end process/program and ability to deliver on programmatic goals through operational processes.
  • Primary Point of Contact for the Microsoft GSMO program sponsor(s). Build, develop and maintain highly collaborative and effective working relationships with key stakeholders to facilitate proactive planning, agreement on cross group delivery plan of record, smooth communication and risk/issue tracking and resolution
  • Accountable for the on-going ECIF Concierge desk support and maintenance and ensures on-going operational efficiencies and compliance
  • Reporting & Analytics: Define end-to-end reporting requirements, analytics and ROI capabilities within the ECIF Concierge desk. Responsible for BI reporting back to the ECIF stakeholders
  • Collaborates with team and ECIF vendors to monitor program efficacy and compliance
  • Ensure execution to SLA, understanding how changes upstream or downstream of programmatic operational processes will impact overall E2E cycle times.
  • Consulting/Coaching and point of escalation for regional ECIF leads, field requestors and Solution Area program sponsors.
  • Own the ECIF Concierge desk work instruction documentation
  • Accountable for managing vendor teams
  • Design, implement and lead strategic change through simplification and automation for ECIF processes
  • Identify requirements for program change from policy stakeholders, assess feasibility to deliver, create a working Plan of Record/roadmap items for enhancements/change, drive change control, proactively identify and manage risks and issues, strong focus on escalation management/future mitigation, triage, cross group coordination and milestone management.
  • Governance – Drive Compliance controls, Policy and Procedures

Benefits and Perks

  • Industry leading healthcare
  • Savings and investments
  • Giving programs
  • Educational resources
  • Maternity and paternity leave
  • Opportunities to network and connect
  • Discounts on products and services
  • Generous time away

Operations Program Manager

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