Director, Operations Fast Track (MCA-E)

Microsoft•Redmond, WA

2d•$130,900 - $303,600

About The Position

This Director, Operations Fast Track Microsoft Customer Agreement for Enterprise (MCA-E) leads the Americas MCA-E Acceleration team. The role is accountable for developing people, shaping the operating plan, and delivering consistent end-to-end customer and seller experiences across MCA-E Azure and Per-User transitions to enable MCA-E at scale. The individual will lead and coach a team of Customer Experience Program Managers responsible for complex EA-to-MCA-E customer transitions. This includes setting clear objectives and outcomes, building team capability, managing performance and capacity, and creating an inclusive environment. The role requires partnering across various teams such as FastTrack, Customer Operations Managers, Operations Deal Managers, Business Planning, Finance, Engineering, field sellers, customers, and other Operations Service Center teams to remove adoption barriers and scale the MCA-E motion. The position combines people leadership with business operations discipline, involving establishing strategy and success measures, running business rhythms, using data and customer signals to improve performance, and scaling delivery through AI-enabled workflows, self-service, coaching, shadowing, and capability transfer. 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.

Requirements

Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experience in engineering, business, product or technical program management, data analysis, or product development OR equivalent experience.
People management experience of 6+ years across people, programs, projects, processes, vendors, or change, including experience setting objectives, coaching others, and delivering outcomes through a team including attracting and retaining talent, coaching for performance and growth, and leading teams through change.

Nice To Haves

Master's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 10+ years experience in engineering, business, product or technical program management, data analysis, or product development;
Technical, business, financial, or marketing experience that supports pipeline management, support services, process improvement, and business analytics.
Experience working in a customer service environment and in a large, matrixed, multinational company.
Deep knowledge of MCA-E, enterprise Azure commerce, MACC, billing-account structures, proposal and checkout processes, and Azure or Per-User transition scenarios.
Experience designing operating models, executive rhythms of business, pipeline and portfolio governance, and scalable customer-engagement mechanisms.
Experience with enterprise commerce, contracting, licensing, order management, billing, cloud adoption, customer service, or customer transition programs.
Experience applying AI, automation, self-service, and continuous-improvement methods to reduce manual work and improve customer, seller, or operational outcomes.
Experience leading complex cross-functional programs across customer-facing, sales, operations, finance, engineering, and business-planning teams.
Experience using data, performance measures, and customer or seller signals to influence priorities, manage risk, and improve business outcomes.

Responsibilities

Model, Coach, and Care: Deliver success through empowerment and accountability. Model Microsoft culture, values, and leadership principles; coach the team to define outcomes, work across boundaries, adapt, and learn; and care for individuals by understanding their capabilities and aspirations and investing in their growth.
Build and Develop the Team: Attract, recruit, retain, and develop a diverse team of Customer Experience Program Managers. Set clear expectations, provide timely coaching and feedback, support career development, strengthen succession and coverage plans, and recognize impact.
Create Clarity and Accountability: Translate MCA-E priorities into team objectives, role clarity, capacity plans, and measurable commitments. Inspect progress, address performance or delivery gaps, and create an open and inclusive environment where individuals can do their best work.
Lead Capability Transfer and Coaching: Build MCA-E capability across the team and partner organizations through structured training, shadowing, office hours, reusable guidance, and hands-on coaching.
Set MCA-E Program Strategy: Coach the team to identify and resolve root problems, gather requirements, assess resource needs, create plans and targets, and align a plan of record across FastTrack, field, customers, operations, Business Planning, Finance, and Engineering.
Define Success Measures: Lead the team to establish and track success criteria, OKRs, KPIs, and operational measures across quality, adoption, usage, impact, effectiveness, customer and seller feedback, transition outcomes, and team capability.
Drive Stakeholder Alignment: Lead the team in communicating the value and business impact of MCA-E to senior stakeholders, partners, and customers. Coach team members to adapt their storytelling and communication to the audience and business need.
Run Business Rhythms and Insights: Establish monthly business reviews and recurring operating rhythms to identify what is working, what is not, and where action is required. Use scorecards, dashboards, pipeline, forecasts, case quality, customer signals, and performance data to create leadership visibility and drive improvement. Support Exec level ROB to compliment team level rhythms.
Lead MCA-E Acceleration Delivery: Provide leadership across the Americas team supporting the MCA-E customer lifecycle, including customer readiness, billing-account and billing-profile decisions, proposal and checkout readiness, subscription transition planning, escalation management, and post-transition follow-through where in scope.
Own Customer and Stakeholder Management: Ensure consistent customer relationship management across pre- and post-sale services and strong stakeholder management with field sellers, customers, partners, Customer Operations Managers, Operations Deal Managers, Business Planning, Finance, and Engineering.
Drive Operational Excellence: Maintain high standards for compliant, accurate, and timely delivery. Ensure clear ownership, disciplined pipeline and case management, accurate COMET and CRM data, proactive risk management, and follow-through on corrective actions.
Scale Through AI, Automation, and Self-Service: Champion AI and continuous improvement as operating disciplines. Sponsor trusted agent-enabled workflows, automation, knowledge, and self-service experiences that reduce manual work and allow the team to focus on complex customer outcomes.
Shape the MCA Acceleration Engagement Model: Improve intake, routing, service boundaries, handoffs, escalation paths, governance, and feedback loops across FastTrack, Customer Operations Managers, Operations Deal Managers, and specialist teams. Create a connected experience with clear accountability.
Represent the Customer and Field Voice: Use People, Process, Policy, and Platform signals to identify recurring adoption blockers, frame business impact, influence prioritization, and drive durable improvements rather than one-off workarounds.
Protect Trust, Security, and Compliance: Embed responsible AI, privacy, least-privilege access, security, and compliance requirements into team execution. Model integrity, create a strong speak-up culture, identify risks early, and drive mitigation and remediation to completion.