Supervisor, Microsoft Licensing Operations

The impact you will have:

Are you an experienced leader with a passion for operational excellence and team development We are looking for a dynamic Supervisor for our Microsoft Licensing Operations team to help create an outstanding customer experience.

What youll do:

People Leadership

• Coach and develop team members through regular one-on-one meetings.
  

• Build a cohesive team that consistently meets deliverables.
  

• Align team efforts with broader business goals.
  

• Enhance team knowledge and camaraderie through regular meetings and communications.
  

• Resolve issues related to operations staffing and workflow management.
  

• Facilitate feedback sessions set goals and support team objectives.
  

• Act as an escalation point for team or process issues.
  

• Stay updated on best practices and regulatory standards in licensing management.
  

• Identify and pursue personal development opportunities.
  

• Foster collaboration between the Microsoft Operations team and other departments.
  

• Communicate effectively with key stakeholders and senior management.
  

Operational Strategy Execution and Effectiveness

• Oversee timely accurate and compliant processing of all licensing contracts quoting and order fulfillment.
  

• Meet productivity quality and goal accomplishments by managing team performance to achieve established KPIs.
  

• Implement process improvements to meet and exceed customer commitments and service levels.
  

• Conduct ongoing audits of processes and systems to ensure efficiency and effectiveness.
  

• Collaborate with the Customer Success Leadership team to develop and educate best practices for streamlined customer fulfillment.
  

• Own and execute training plans related to partner and internal training and knowledge management content.
  

Business Management

• Ensure teams are delivering on operational metrics and scorecards.
  

• Drive operational and cost improvements through process and system enhancements.
  

• Assist in developing a prioritized roadmap for system enhancements aligned with department and corporate IT strategy.
  

• Identify risks and implement risk management strategies for all processes managed by Licensing Operations.
  

• Provide functional advice to internal client groups and cross-departmental managers.
  

• Work closely with the Program and Partner Enablement Manager to address critical partner issues and drive improvements.
  

• Stay current on industry trends and use information to make relevant recommendations for licensing practices.
  

Requirements

• Experience: 5 years of experience in the technology and licensing industry.
  

• Leadership: At least 3 years of experience with direct responsibility for people management and team development.
  

• Managerial Experience: Prior experience managing night shift teams is essential as the role requires alignment with North American time zones.
  

• Education: Post-secondary education from a college or university; professional certifications (Six Sigma Project Management etc.) are a plus.
  

• System Mastery: Proficiency in Salesforce SAP and the Microsoft ecosystem (Teams Outlook Excel and Power BI).
  

• SOP Development: Ability to design draft and implement Standard Operating Procedures (SOPs) for global teams to bridge knowledge gaps.
  

• Innovation Mindset: A proactive approach toward continuous improvement including the use of AI to automate and simplify complex processes.
  

Benefits