Director, Operations Fast Track (MCA-E)

Microsoft•Redmond, WA

1d•$130,900 - $303,600

About The Position

The Director, Operations Fast Track for 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 Director leads and coaches Customer Experience Program Managers who manage complex EA-to-MCA-E customer transitions. They set objectives and outcomes, build team capability, manage performance and capacity, and foster an inclusive environment. The role partners with 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 role combines people leadership with business operations discipline: 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. The position also promotes Microsoft’s mission and values, including growth mindset, respect, integrity, accountability, collaboration, and inclusion.

Requirements

Bachelor’s degree in Computer Science, Engineering, Data Science, Math, Business, or a related field and 8+ years of experience in engineering, business, product or technical program management, data analysis, or product development, or equivalent experience.
6+ years of people management experience across people, programs, projects, processes, vendors, or change, including setting objectives, coaching others, and delivering outcomes through a team; experience 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 a related field and 10+ years of experience in engineering, business, product or technical program management, data analysis, or product development.
Technical, business, financial, or marketing experience supporting 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 Microsoft culture, values, and leadership principles; coach team members to define outcomes, work across boundaries, adapt, and learn; and invest in their growth.
Attract, recruit, retain, and develop a diverse team of Customer Experience Program Managers; set expectations, provide coaching and feedback, support career development, strengthen succession and coverage plans, and recognize impact.
Translate MCA-E priorities into team objectives, role clarity, capacity plans, and measurable commitments; inspect progress, address performance or delivery gaps, and foster an inclusive environment.
Build MCA-E capability across the team and partner organizations through training, shadowing, office hours, reusable guidance, and hands-on coaching.
Set MCA-E program strategy by identifying and resolving root problems, gathering requirements, assessing resource needs, creating plans and targets, and aligning a plan of record across relevant teams and stakeholders.
Establish and track success criteria, OKRs, KPIs, and operational measures for quality, adoption, usage, impact, effectiveness, customer and seller feedback, transition outcomes, and team capability.
Communicate MCA-E’s value and business impact to senior stakeholders, partners, and customers, and coach team members to tailor communication to their audience and business need.
Establish monthly business reviews and recurring operating rhythms; use scorecards, dashboards, pipeline, forecasts, case quality, customer signals, and performance data to provide leadership visibility and drive improvement; support executive-level rhythms of business.
Lead Americas MCA-E Acceleration delivery across the 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.
Ensure consistent customer relationship management across pre- and post-sale services and strong stakeholder management with field sellers, customers, partners, and cross-functional teams.
Maintain compliant, accurate, and timely delivery through clear ownership, disciplined pipeline and case management, accurate COMET and CRM data, proactive risk management, and completion of corrective actions.
Champion AI and continuous improvement; sponsor trusted agent-enabled workflows, automation, knowledge, and self-service experiences that reduce manual work and enable focus on complex customer outcomes.
Improve the MCA Acceleration engagement model, including intake, routing, service boundaries, handoffs, escalation paths, governance, and feedback loops, to create a connected experience with clear accountability.
Represent customer and field perspectives by using People, Process, Policy, and Platform signals to identify adoption blockers, frame business impact, influence prioritization, and drive durable improvements.
Embed responsible AI, privacy, least-privilege access, security, and compliance in team execution; model integrity, foster a speak-up culture, identify risks early, and ensure mitigation and remediation are completed.