OverviewField & Scale Operations, within Microsoft Business Operations, provides operations support for Microsoft Services Customers and Sellers to accelerate seller productivity across the Services business. We are accountable for designing and executing deal management services across the customer lifecycle. We deliver process efficiency, timeliness, quality and compliance - all while providing an exceptional customer experience. We are looking for team members to join our team to focus on delivering exceptional experience with deep expertise in contracting, order management, billing and customer relationship management.
The Services Customer Operations Manager (S- COM) plays a critical role partnering closely with sellers and cross-functional teams to orchestrate complex Services deals, remove operational friction, and ensure high-quality, compliant execution across the lead-to-cash lifecycle, increasing deal quality and velocity. This is an individual contributor role embedded in seller motions. This role is responsible for deal orchestration, execution discipline, and operational readiness, ensuring Services opportunities progress efficiently from qualification through contract execution and into delivery.
ResponsibilitiesThe ideal candidate demonstrates leadership by proactively orchestrating cross-functional teams, independently removes operational blockers to accelerate deal velocity, and applies strong problem-solving, decision-making and action-orientated judgement to drive end-to-end Microsoft Services Support contract execution with measurable impact. This role embodies Microsoft values and contributes to a high-trust, collaborative quote to cash environment.
Deal Pursuit Management & Orchestration- Partner with sellers to support Services contract renewals and new opportunities, ensuring deals are properly scoped, and positioned to succeed.
- Orchestrate across functions to remove operational blockers and maintain deal momentum/velocity.
- Apply disciplined deal reviews to validate that renewals and new opportunities are viable, appropriately sized, and aligned with customer needs and business standards.
- Support sellers through complex or ambiguous deal constructs by translating intent into executable, compliant deal structures.
- Enforce consistent execution of deal management practices and engagement models
- Drive effective stakeholder partnerships: demonstrated impact and influence skills, including cross-boundary collaboration and the ability to build solid relationships with individuals at all levels.
Deal Execution & Readiness- Support the development and readiness of pricing, quotes, contracts, and related deal artifacts, ensuring accuracy, completeness, and compliance aligned to Microsoft business rules and policies.
- Manage contract readiness activities including templates, clauses, payment terms, approvals, and signature workflows.
- Ensure accurate and consistent representation of opportunities across Microsoft systems (e.g. MSX, MDM).
- Proactively identify and resolve issues related to contracting, invoicing, or collections in partnership with internal teams.
Risk Management & Quality Assurance- Identify deal risks, execution gaps, or data hygiene issues early and drive resolution through appropriate channels.
- Anticipate downstream impacts of tooling, policy, or template changes on in-flight deals and take early corrective action.
- Ensure adherence to business rules, approval requirements, and compliance policies throughout the deal lifecycle.
Continuous Improvement & AI-Enabled Execution- Demonstrate a growth mindset by Identify recurring pain points, inefficiencies, or quality issues in deal execution and contribute actionable insights to continuous improvement initiatives.
- Leverage data and seller feedback to improve deal readiness, execution quality, and time-to-close.
- Adopt and support AI-assisted or agentic workflows to reduce manual effort, improve operational accuracy, and increase deal velocity.
- Reinforce alignment to Services sales strategy and evolving operating model standards.
QualificationsMiniumum / Required Qualifications:- Bachelor's Degree in Business, Operations, Finance, or related field AND 2+ years experience in program management, process management, or process improvement OR equivalent experience.
Preferred Qualifications:- Experience supporting deal execution, pre-sales, renewals management, sales operations, or delivery in a large, matrixed organization.
- Familiarity with Professional Services, enterprise services constructs, or complex commercial deal models.
- Experience in a customer service environment in a large, matrixed multinational company.
- Experience coordinating cross-functional stakeholders across Sales, Finance, Legal, and Delivery.
- Demonstrated ability to manage ambiguity and apply judgment in complex operational scenarios.
- Exposure to continuous improvement methodologies (e.g., Lean, Kaizen, Six Sigma) or data-driven process improvement.
- Passion for technology, AI skilling, innovation, and leading change
Work location:
- On-site presence expected at least three days per week, in alignment with team and business need
Business Program Management IC3 - The typical base pay range for this role across the U.S. is USD $77,800 - $153,700 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $102,200 - $169,900 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $97,600 - $188,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $125,000 - $206,400 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
