Operations Manager – Microsoft M365

This is a fully remote position, open to applicants in India.

📋 Description

• Develop strategies in collaboration with senior management and formulate policies that align with organizational objectives.

• Establish and implement efficient processes and standards.

• Work together with both subordinate and senior management levels, engaging in negotiations and influencing decisions on key issues.

• Oversee team operations and devise or modify solutions, methodologies, and procedures.

• Convey strategic direction, team objectives, deliverables, and changes to the team.

• Create client presentations, addressing challenges and identifying requirements or support needs.

• Comprehend business needs and growth aspirations.

• Offer guidance to in-house Management Trainees.

• Manage client relationships and present Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).

• Monitor NSAT scores and the productivity of team members.

• Onboard new Engineers and Team Leaders into the technical support framework.

• Oversee critical and complex transformations.

• Initiate and lead ongoing service improvement initiatives.

• Recognize and communicate potential risks and dependencies to stakeholders.

• Supervise team performance, career advancement, and retention efforts.

• Discover opportunities to enhance processes with an innovative and transformative approach.

⛳️ Requirements

• At least 8+ years of experience as an operations head or manager in a Technical Support process (Microsoft M365).

• Bachelor's degree.

• Proven experience in client management.

• Capability to engage clients effectively.

• Experience with presenting MBR and QBR is preferred.

• Concierge Line of Business (LOB) experience is preferred.

• Demonstrated strong leadership and analytical capabilities.

• Solid business acumen.

• Dedication to productivity.

• Self-motivated, proactive, and able to thrive in a fast-paced environment.

• Dynamic and results-driven.

• Ability to achieve results through others.

• Excellent negotiation skills.

• Strong process orientation.

• Willingness to work rotational shifts based on business requirements, including NOAM, EMEA, LATAM, or night shifts.

• Must have a laptop with 16 GB RAM.

• Operating system must be Windows 11 Pro.

• Required internet speed of at least 50 MBPS for both upload and download.

🏝️ Benefits

• Laptop requirement: 16 GB RAM.

• Windows 11 Pro requirement.

• Internet speed of at least 50 MBPS upload and download.

• Opportunity for remote work (Work from Home).