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Operational Controls, Quality and Process Manager

Company: Microsoft
Location: Redmond
Posted on: January 15, 2022

Job Description:

Do you have a passion for simplifying the experience of global field roles in the support sales business by delivering operational excellence? -As an Operational Controls, Quality and Process Manager you will ensuring accuracy in our run-business tooling though implementing and managing IT/business controls, establishing quality checks and driving efficiency in our business processes. The ideal candidate will have experience in partnering with product engineering teams to improve business accuracy and efficiency, have strong change management and process improvement skills, and a technical aptitude. -The Support Pricing Operations Organization is looking for talented Operational Controls, Quality and Process Manager to join this growing team.--- Pricing is a complex and crucial aspect in the multi-billion-dollar global support business. -Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.With over 35,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes. ResponsibilitiesThe ideal candidate will work across Pricing Strategy, Capability Management, Release Management, Escalation -Management, -and our Engineering group to ensure accuracy of pricing is always the no.1 priority. - You will assess and manage the controls and quality checks in place, determine change management gateways required and document policy and process. - All of this within an agile and -ever-changing -business with new features and enhancements that get released every month. -Controls and Quality Checks---- Our pricing system is highly complex and utilizes customer license spend data from multiple sources to determine their price. - Accuracy is paramount and you will be responsible for ensuring the right controls and quality checks are in place.Change Management---- We are operating in a -fast-paced -business, change is necessary and constant. - You will work with our dependent teams to ensure changes are understood, assessed and tracked. - You will then partner with your peers who lead Pricing Escalations and Prevention, Release Management and Capability Planning to effectively implement change and assess any adverse implications of change to quality.Process Improvement -- In any -fast-moving -business there is always opportunity to make our processes more efficient and simplify our customer experience. - You will manage the business processes in place and drive improvements as the business evolves.Stakeholder Management---- You will own key relationships with stakeholders who you will need to work with to drive improvement in our operational effectiveness.QualificationsExperience in delivering project, -process, -and system changesTechnical aptitude and ability to understand complex workflows4 years' experience as a change manager working with product engineering teams4 years managing IT controls and quality checkStrong communicatorHigh business and data acumenAnalysis skillsAble to collaborate with and influence a range of stakeholders, both business and technicalFlexible and comfortable in ambiguityOptimistic in the face of changePoised under pressure.Big picture orientedCustomer Experience FocusedPreferred---Experience: -Microsoft licensing understandingBachelors/Masters -degreeProsci -certified or equivalent trainingSOX Compliance certifiedLocation/Travel: You may be based anywhere in the United States. You can expect limited global travel, 0 - 25%, contingent upon Covid-19 restrictions.Join us and be one who empowers billions! That's incredible reach. When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.The salary for this role in the state of Colorado is between $113,900 and $171,500.At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role.Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others. -Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. - We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request -via the Accommodation request form.Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Benefits and PerksIndustry leading healthcareSavings and investmentsGiving programsEducational resourcesMaternity and paternity leaveOpportunities to network and connectDiscounts on products and servicesGenerous time awayJob SummaryJob number: 1164203Date posted : 2022-01-06Travel: 0-25%Profession: Business Programs & OperationsRole type: Individual ContributorEmployment type: Full-TimeExperience: Experienced professionals

Keywords: Microsoft, Redmond , Operational Controls, Quality and Process Manager, Executive , Redmond, Washington

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