Supervisor, Microsoft Licensing Operations

Job Description

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

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  Coach and develop team members through regular one-on-one meetings.

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  Build a cohesive team that consistently meets deliverables.

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  Align team efforts with broader business goals.

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  Enhance team knowledge and camaraderie through regular meetings and communications.

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  Resolve issues related to operations, staffing, and workflow management.

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  Facilitate feedback sessions, set goals, and support team objectives.

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  Act as an escalation point for team or process issues.

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  Stay updated on best practices and regulatory standards in licensing management.

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  Identify and pursue personal development opportunities.

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  Foster collaboration between the Microsoft Operations team and other departments.

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  Communicate effectively with key stakeholders and senior management.

Operational Strategy, Execution, and Effectiveness

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  Oversee timely, accurate, and compliant processing of all licensing contracts, quoting and order fulfillment.

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  Meet productivity, quality, and goal accomplishments by managing team performance to achieve established KPIs.

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  Implement process improvements to meet and exceed customer commitments and service levels.

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  Conduct ongoing audits of processes and systems to ensure efficiency and effectiveness.

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  Collaborate with the Customer Success Leadership team to develop and educate best practices for streamlined customer fulfillment.

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  Own and execute training plans related to partner and internal training and knowledge management content.

Business Management

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  Ensure teams are delivering on operational metrics and scorecards.

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  Drive operational and cost improvements through process and system enhancements.

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  Assist in developing a prioritized roadmap for system enhancements aligned with department and corporate IT strategy.

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  Identify risks and implement risk management strategies for all processes managed by Licensing Operations.

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  Provide functional advice to internal client groups and cross-departmental managers.

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  Work closely with the Program and Partner Enablement Manager to address critical partner issues and drive improvements.

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  Stay current on industry trends and use information to make relevant recommendations for licensing practices.

Requirements

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  Experience: 5 years of experience in the technology and licensing industry.

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  Leadership: At least 3 years of experience with direct responsibility for people management and team development.

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  Managerial Experience: Prior experience managing night shift teams is essential, as the role requires alignment with North American time zones.

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  Education: Post-secondary education from a college or university; professional certifications (Six Sigma, Project Management, etc.) are a plus.

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  System Mastery: Proficiency in Salesforce, SAP, and the Microsoft ecosystem (Teams, Outlook, Excel, and Power BI).

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  SOP Development: Ability to design, draft, and implement Standard Operating Procedures (SOPs) for global teams to bridge knowledge gaps.

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  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

Work Experience

5 years