Director, Customer Lifecycle Operations

Microsoft Corporation•Redmond, WA

30d

About The Position

Customer Lifecycle Operations is part of Microsoft Business Operations Organisation. We are responsible for design and management of global outsourced tele solutions on behalf of Microsoft's Corporate and Field teams, that increase customer retention, accelerate transition to modern offers, increase selling time, retain & growâ¯revenue through a world class outsourced vendor ecosystem. We manage a portfolio of services across SMC and Enterprise with more than 2,500 vendor resources globally. The CLO Director leads the design and delivery of outsourced global teleservices through a network of world-class vendors. The role drives operational performance, ensuring compliance and service excellence, while maintaining supplier standards that exceed customer and stakeholder expectations. It requires strong executive stakeholder engagement across a complex, matrixed organisation and exceptional people leadership. They will develop a high-performing team, fostering inclusion and accountability, driving talent growth and succession planning. The CLO Director combines strategic vision with operational excellence, influencing across a complex, matrixed organisation and engaging confidently with senior stakeholders. Strong communication, decision-making, and problem-solving skills are essential, along with the ability to create clarity in ambiguity. The role demands inclusive people leadership, fostering collaboration, accountability, and growth while driving measurable business impact.

Requirements

Bachelor's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement OR equivalent experience
6+ years management (e.g., people, project, process, vendor, change) experience

Nice To Haves

Master's Degree in Business, Operations, Finance, or related field AND 12+ years experience program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 15+ years experience in program management, process management, or process improvement OR equivalent experience
8+ years people management experience
8+ years of experience in sales, operations leadership, or program management within a global, matrixed organisation

Responsibilities

Define and execute the CLO vision aligned to Microsoft priorities.
Drive transformation initiatives to optimise outsourced service delivery and digital operations.
Lead the design and implementation of global teleservices solutions through world-class vendors.
Ensure operational excellence, compliance, and service delivery that exceeds customer expectations.
Establish and maintain governance frameworks for vendor performance, risk management, and regulatory compliance.
Oversee audits, scorecards, and performance reviews to ensure adherence to standards.
Inspire and develop a high-performing team of Program Managers and operational specialists.
Foster a culture of inclusion, accountability, and growth mindset.
Drive talent development, succession planning, and capability building.
Build and maintain strong relationships with executive stakeholders across a complex, matrixed organisation.
Influence cross-functional teams and external partners to deliver business outcomes.