New 
Director - Cloud Operations
 Microsoft | |
 United States, Washington, Redmond | |
 Jul 19, 2025 | |
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OverviewMicrosoft Business Operations is responsible for the launch, deploy, transact and optimization activities for all programs supporting the Consumer & Commercial organizations out of Microsoft's Operations Service Centre (OSC). The OSC (under Microsoft Business operations) supports field engagement and regional revenue processing and strives to be the trusted advisors to our stakeholders delivering value to both Microsoft and our Customers. 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 Operations - and the value we deliver across Microsoft and to our customers and partners. Position Description: The Cloud Services Operation team (CSO) is a function within the OSC responsible for accurate and compliant processing of credit transactions and fulfilment of non-standard contractual obligations for our most strategic customers. We are hiring a Director to lead a team of talented operations professionals, in a mission critical role accountable for:Optimizing and scaling credit processes in the event of large-scale cloud outages and other customer impacting events.Supporting strategic, contractual credit programs critical for accelerating cloud revenue.Engaging with key stakeholders to establish how we enable organizational priorities, as we accelerate our transition to new selling motions (MCA-e) and strategic priorities (NCOE).This role leads a high-performing team and collaborates with stakeholders across MCAPs, Finance, Engineering, Business Planning and Support to deliver best in class customer experiences while helping to accelerate key organizational priorities. You will be joining a team that is focused on results, works together to solve problems, and is committed to developing people. The ideal candidate is an experienced people manager, comfortable working in a highly matrixed, multinational organization, exhibits outstanding organizational, planning, communication, judgement, and negotiation skills, uses data and analytics to drive performance insights and improvements and has strong customer obsession and compliance focus. 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.
ResponsibilitiesLead, develop & grow a high-performing team. Plan the team's work to achieve goals and respond effectively to changing priorities.Monitor operational performance and compliance of the business, outsourcing support activities, and change management initiatives ensuring achievement of business objectives.Deliver on opportunities to integrate AI within credit processes to reduce manual work, remove risks and enable scalable processes in line with business growth.Evolve credit policies in partnership with EmpGuide teams to reduce revenue risk and ensure rigor in credit processes.Collaborate with other teams within OSC and across Microsoft to deliver value-add services to customers, partners & internal field sellers, promoting an end-to-end view and seamless experience.Create and deliver performance metrics and scorecards representing the state of business. Organizational leader that accelerates and delivers business transformation for Cloud Services Operations/MBO.Build relationships with key stakeholder groups to ensure clarity on MCA-e/NCOE engineering roadmaps and potential impacts for CSO team capacity and risk management.Support critical pre- & post-sales issues and escalations to resolution across stakeholders.Ensure the team is always 'audit ready', assist internal and external auditors in audit planning/execution and drive compliance rigor and risk management. Establish and maintain key stakeholder relationships at senior levels across the business, and to influence these business partners to deliver optimum solutions for customers and for Microsoft.Drive continuous process improvements via analysis and identification of opportunities with a global consideration.Foster a data-driven and growth mindset culture; to encourage and enable the entire organization to make more informed decisions through data & business analytics, and continuous improvement. Ideal Candidate Attributes:People leadership & organizational skills with ability to influence others. Demonstrated experience working effectively in cross-functional, international teams.Highly comfortable with ambiguity and change, driving clarity and evangelizing to help others understand, adapt and gain buy in on complex areas. Be able to work across business, engineering and functional teams, adapting communication & influencing style and strategy according to the audience and business needs. | |