Business Operations Manager

Job Description

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

The EMEA Technical Services organization will land Customer Support priorities including being the local incident commander for large-scale events and high-impact outages, drive in region quality requirements, deliver incident management, and assess regional support needs. In addition, they will deliver on Global Customer Success priorities including landing customer success plays in region, orchestrating the MACC end-to-end experiences, driving usage end-to-end experience and performance, scaling best practices through regional partners, and accelerating Get Well Plans in partnership with CSS.

We are seeking our BM for Business Operations, reporting to the Chief of Staff of Corporate Vice President of EMEA Technical Services, to support our organisation and enrich our team culture.

This role requires a balance of strategic thinking and operational execution. Key attributes include team collaboration, influencing senior leaders, broad business acumen, sound decision-making, and a strong drive to get things done. The ideal candidate is resourceful, self-driven, and excels in a fast-paced environment, leading by example with sound business judgment and problem-solving skills. Respect, integrity, discretion with confidential information, and professionalism are critical.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

• Supports day-to-day operations and execution; reviews rhythm of the business (ROB) and recommends process improvements. Contributes to execution of continuation of business plans during periods of change or special circumstances
• Follows strategy execution best practices and contributes to management of corporate strategy initiatives across functions by driving accountability for processes, supporting communications, and reporting to ensure alignment across groups
• Ensures timely response to action items, fields and vets engagement requests, prepares for executive meetings, kicks off internal initiatives with relevant team leaders/members, and communicates team feedback and questions
• Follows criteria provided in adherence with the privacy and compliance
• Leads ROB execution in partnership with the leadership team across the organization
• Leverages knowledge of the business to drive the leader's and business's goals
• Communicates performance vs KPIs
• Contributes to projects as needed to meet the changing business environment- Contributes to execution of continuation of business plans during periods of change or special circumstances
• Ensures communication and alignment across key stakeholders in the creation of execution plans

Qualifications

Required Qualifications

• Bachelor's Degree in relevant field (e.g., Liberal Arts, Business Administration, Management, Computer Science) AND experience in financial management, business planning, operations management, strategy, project management, human resources or business-related roles OR equivalent experience.

Preferred Qualifications

• Skills: Strategic Planning & Execution, Operational Proficiency & Efficiency, Collaboration
• Superb attention to detail and accuracy in all communication deliverables
• Strong cross-group collaboration skills and ability to drive coordination across all levels and stakeholders
• Strong track record of program management and ability to manage and deliver multiple projects simultaneously, drive strong work-back plans
• Thrive in a fast-paced, ambiguous and continually evolving environment with the ability to adapt plans and approaches real-time
• Results and action oriented

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.