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Microsoft Corporation Director, Services Operations - Americas Operations Center in Reno, Nevada

Organization Summary:

Global Services Operations (GSO) leads the design and delivery of amazing professional services experiences to customers of the Consulting Services and Support businesses in Microsoft. The business we enable has a mission to ‘Make the Market’ and enable customer consumption of Microsoft products & services to deliver true value and impact.

We are a team of Operations experts encompassing deal contract assembly, contract processing, billing, customer service expertise.

GSO is part of the Microsoft Business Operations division (MBO). MBO serves as the central processing center for Microsoft, handling some of the most critical business functions across the company. We manage thousands of launches, millions of transactions, process billions of dollars in revenue, and protect the company from a multitude of risks—across all regions and all markets. Our role is to see around corners, detect shifts in the business environment, align to new opportunities and improve process efficiency across the businesses we serve—delivering and executing with excellence.

Position Description:

This senior leader role leads the Americas Operations Center (AOC) team of managers and professionals delivering order to cash operations in a fast moving shared service environment for Microsoft Consulting Services and Microsoft Support). This is a ‘Manager of Managers’ role. You will be a senior member of the GSO Global Leadership Team and a member of the AOC Operations LT.

The opportunities to lead and shape next generation customer experiences are nothing short of amazing. You will be right at the centre of the Company’s Cloud transformation and future success. You will touch our most valued global customers and reach across our most important businesses. There could not be a more exciting and challenging role.



  • Lead AOC Operations through the next growth phase in capability and impact. Deliver the best industry operations experience for customer.

  • Leader and Manager of a senior team. Manager of Managers. Finely tuned delegation, feedback and motivational skills required.

  • Inspire and celebrate high-performance teamwork by nurturing the Microsoft culture, activating diversity and inclusion, and demonstrating our core values.

  • A positive, energetic, creative, challenging and mature management style is imperative.

  • Ensure all performance engine and compliance objectives are met and exceeded. Drive year over year cost-to-serve efficiencies while transforming performance.

  • Own key strategic initiatives with transformative outcomes.

  • Influence, challenge, support and collaborate strongly with colleagues in AOC and in other Regional Operating Centers in EMEA and Asia Pacific. Partner with other functional leaders on development and execution of our strategic plans.

  • Develop highly effective stakeholder relationships with the Americas VP’s leading Sales, Marketing and Delivery and with the key Area and Subsidiary leaders.

  • Create synergies with other Operations divisions/teams


Basic Qualifications:

  • A minimum of a Bachelors degree in Operations, Business, Supply Chain, Finance , or a related field, or equivalent alternative education, skills, and/or practical experience is required. (You can adjust the words in italics based upon what the job needs-if it’s an engineering job, use those).

  • 10+ years' of experience in managing in a shared service center environment with a proven track record of consistently strong performance at this level including at least 5 years working with BPO business models.

Preferred Qualifications:

  • MBA is a plus

  • A proven track record as a high impact Operations transformational leader working in complex large multi-national environments

  • An experienced team Manager. A leader with a proven track record of strong talent attraction and retention

  • An ambitious leader ready to create and execute game-changers

  • Highly developed communication and influence skills

  • International experience

  • Proven experience in complex, global program management where design, development and implementation of new processes, systems and organizations are required

  • Proven experience of influencing an organization, across more than one geography, and influencing other organizations where their support is critical to success

Operations and broader business management experience



Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form at https://careers.microsoft.com/us/en/accommodationrequest .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.