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Overview

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 & grow 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.

Position Overview

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.

Role Attributes

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.

Responsibilities

Strategic Leadership

+ Define and execute the CLO vision aligned to Microsoft priorities.

+ Drive transformation initiatives to optimise outsourced service delivery and digital operations.

Solution Design & Delivery

+ Lead the design and implementation of global teleservices solutions through world-class vendors.

+ Ensure operational excellence, compliance, and service delivery that exceeds customer expectations.

Governance & Compliance

+ Establish and maintain governance frameworks for vendor performance, risk management, and regulatory compliance.

+ Oversee audits, scorecards, and performance reviews to ensure adherence to standards.

People Leadership

+ 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.

+ Stakeholder Engagement

+ Build and maintain strong relationships with executive stakeholders across a complex, matrixed organisation.

+ Influence cross-functional teams and external partners to deliver business outcomes.

Qualifications

Required Qualifications

+ 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

Preferred Qualifications

+ 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

Business Program Management M6 - The typical base pay range for this role across the U.S. is USD $130,900 - $277,200 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 $165,600 - $303,600 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.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations. (https://careers.microsoft.com/v2/global/en/accessibility.html)