Services Customer Operations Manager

Microsoft

Microsoft

Operations, Customer Service

San José Province, San José, Costa Rica

Posted on May 2, 2026
Overview
If you love the pursuit of excellence and are inspired by the challenges that come through driving innovation that impact how the world lives, works and plays, then we invite you to learn more about Microsoft Operations and the value we deliver across Microsoft and our customers. We offer unique opportunities to work on interesting global projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards great work. We make doing business with Microsoft easy.
Field & Scale Operations, within Microsoft Business Operations, provides operations support for Microsoft Services Customers and Sellers to accelerate seller productivity across the Services business. We are accountable for designing and executing deal management services across the customer lifecycle. We deliver process efficiency, timeliness, quality and compliance - all while providing an exceptional customer experience. We are looking for team members to join our team to focus on delivering exceptional experience with deep expertise in contracting, order management, billing and customer relationship management.
The Services Customer Operations Manager (S- COM) plays a critical role partnering closely with sellers and cross‑functional teams to orchestrate complex Services deals, remove operational friction, and ensure high‑quality, compliant execution across the lead‑to‑cash lifecycle, increasing deal quality and velocity. This is an individual contributor role embedded in seller motions. This role is responsible for deal orchestration, execution discipline, and operational readiness, ensuring Services opportunities progress efficiently from qualification through contract execution and into delivery.
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


Responsibilities
The ideal candidate demonstrates leadership by proactively orchestrating cross‑functional teams, independently removes operational blockers to accelerate deal velocity, and applies strong problem‑solving, decision‑making and action-orientated judgement to drive end‑to‑end Microsoft Services Support contract execution with measurable impact. This role embodies Microsoft values and contributes to a high-trust, collaborative quote to cash environment.
Deal Pursuit Management & Orchestration
  • Partner with sellers to support Services contract renewals and new opportunities, ensuring deals are properly scoped, and positioned to succeed.
  • Orchestrate across functions to remove operational blockers and maintain deal momentum/velocity.
  • Apply disciplined deal reviews to validate that renewals and new opportunities are viable, appropriately sized, and aligned with customer needs and business standards.
  • Support sellers through complex or ambiguous deal constructs by translating intent into executable, compliant deal structures.
  • Enforce consistent execution of deal management practices and engagement models
  • Drive effective stakeholder partnerships: demonstrated impact and influence skills, including cross-boundary collaboration and the ability to build solid relationships with individuals at all levels.
Deal Execution & Readiness
  • Support the development and readiness of pricing, quotes, contracts, and related deal artifacts, ensuring accuracy, completeness, and compliance aligned to Microsoft business rules and policies.
  • Manage contract readiness activities including templates, clauses, payment terms, approvals, and signature workflows.
  • Ensure accurate and consistent representation of opportunities across Microsoft systems (e.g. MSX, MDM).
  • Proactively identify and resolve issues related to contracting, invoicing, or collections in partnership with internal teams.
Risk Management & Quality Assurance
  • Identify deal risks, execution gaps, or data hygiene issues early and drive resolution through appropriate channels.
  • Anticipate downstream impacts of tooling, policy, or template changes on in‑flight deals and take early corrective action.
  • Ensure adherence to business rules, approval requirements, and compliance policies throughout the deal lifecycle.
Continuous Improvement & AI‑Enabled Execution
  • Demonstrate a growth mindset by Identify recurring pain points, inefficiencies, or quality issues in deal execution and contribute actionable insights to continuous improvement initiatives.
  • Leverage data and seller feedback to improve deal readiness, execution quality, and time‑to‑close.
  • Adopt and support AI‑assisted or agentic workflows to reduce manual effort, improve operational accuracy, and increase deal velocity.
  • Reinforce alignment to Services sales strategy and evolving operating model standards.


Qualifications

Required / MInimum Qualifications

  • Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement OR equivalent experience.
  • This role requires proficiency in written, reading, and conversational English as all business operations as well as customer communications are conducted in English.
Preferred Qualifications
  • Experience supporting deal execution, pre-sales, renewals management, sales operations, or delivery in a large, matrixed organization.
  • Familiarity with Professional Services, enterprise services constructs, or complex commercial deal models.
  • Experience in a customer service environment in a large, matrixed multinational company.
  • Experience coordinating cross‑functional stakeholders across Sales, Finance, Legal, and Delivery.
  • Demonstrated ability to manage ambiguity and apply judgment in complex operational scenarios.
  • Exposure to continuous improvement methodologies (e.g., Lean, Kaizen, Six Sigma) or data‑driven process improvement.
  • Passion for technology, AI skilling, innovation, and leading change
Work Location
  • On‑site presence expected at least three days per week, in alignment with team and business need.

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.

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