The impact you will have:
Are you an experienced leader with a passion for operational excellence and team development We are looking for a dynamic Supervisor for our Microsoft Licensing Operations team to help create an outstanding customer experience.
What you'll do:
People Leadership
- Coach and develop team members through regular one-on-one meetings.
- Build a cohesive team that consistently meets deliverables.
- Align team efforts with broader business goals.
- Enhance team knowledge and camaraderie through regular meetings and communications.
- Resolve issues related to operations, staffing, and workflow management.
- Facilitate feedback sessions, set goals, and support team objectives.
- Act as an escalation point for team or process issues.
- Stay updated on best practices and regulatory standards in licensing management.
- Identify and pursue personal development opportunities.
- Foster collaboration between the Microsoft Operations team and other departments.
- Communicate effectively with key stakeholders and senior management.
Operational Strategy, Execution, and Effectiveness
- Oversee timely, accurate, and compliant processing of all licensing contracts, quoting and order fulfillment.
- Meet productivity, quality, and goal accomplishments by managing team performance to achieve established KPIs.
- Implement process improvements to meet and exceed customer commitments and service levels.
- Conduct ongoing audits of processes and systems to ensure efficiency and effectiveness.
- Collaborate with the Customer Success Leadership team to develop and educate best practices for streamlined customer fulfillment.
- Own and execute training plans related to partner and internal training and knowledge management content.
Business Management
- Ensure teams are delivering on operational metrics and scorecards.
- Drive operational and cost improvements through process and system enhancements.
- Assist in developing a prioritized roadmap for system enhancements aligned with department and corporate IT strategy.
- Identify risks and implement risk management strategies for all processes managed by Licensing Operations.
- Provide functional advice to internal client groups and cross-departmental managers.
- Work closely with the Program and Partner Enablement Manager to address critical partner issues and drive improvements.
- Stay current on industry trends and use information to make relevant recommendations for licensing practices.
Requirements
- Experience:5 years of experience in the technology and licensing industry.
- Leadership: At least 3 years of experience with direct responsibility for people management and team development.
- Managerial Experience: Prior experience managing night shift teams is essential, as the role requires alignment with North American time zones.
- Education: Post-secondary education from a college or university; professional certifications (Six Sigma, Project Management, etc.) are a plus.
- System Mastery: Proficiency in Salesforce, SAP, and the Microsoft ecosystem (Teams, Outlook, Excel, and Power BI).
- SOP Development: Ability to design, draft, and implement Standard Operating Procedures (SOPs) for global teams.
- Innovation Mindset: A proactive approach toward continuous improvement, including the use of AI to automate and simplify complex processes.
Benefits
WHAT WE OFFER:
Great Place to Work-Certified Company
Premium HMO
Holistic employee experience
Work-from-home and hybrid work setup
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program
