customer operations manager

Microsoft

<div>
 
 Organization Summary
 
 
 
 If you love the pursuit of excellence and are inspired by the challenges that come through driving innovations 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, our partners, 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.
 
 
 Microsoft Enterprise Direct Services, within Microsoft Business Operations, provides direct and centralized operations services for Direct Enterprise Agreement customers to transact with Microsoft. We are accountable to design and executing transactional services across the Enterprise customer lifecycle. We relentlessly pursue process efficiency, timeliness, quality, and compliance, all while providing world class Customer experience. We are looking for team members to join our team to focused on delivering an exceptional Customer experience with deep expertise in Contracting, Order Management, Billing and Supplier Management and Customer relationship experience.
 
 
 
 
 
 Position Description
 
 
 
 The Customer Operations Manager is responsible for customer-facing licensing solutions and must be a subject matter expert within our Volume Licensing concepts and processes. The Customer Operations Manager will provide direct, front line transactional support for Microsoft Field sellers and our customers. The Customer Operations Manager is responsible for ensuring adherence with the Microsoft account plan, ensuring deliverables are executed on time and of high quality for our customers.
 
 
 The role will also provide fantastic opportunities to lead and shape next generation experiences for internal stakeholders and end customers. Are you ready to make an impact in this exciting and challenging role?
 
 
 
 Responsibilities
 
 
 
 
 Contracting and Order Management
 
 
 
 <ul>
 <li>
 Deal and Contract Validation: Manage the validation and execution of agreements and post sales lifecycle transactions enabling accuracy in downstream financial processes followed by compliant issuance of customer contracts in accordance with Policies, Global and SOX approved deal financials.
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 Pipeline Management: Manage critical deal lists on a monthly and quarterly basis in alignment with expectations with the Sales, Sales Excellence and key Subsidiary sales stakeholders on all critical deals for the month .
 
 
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 </ul>
 
 Billing Management
 
 
 
 <ul>
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 Billing Execution: ensuring accurate and compliant order and invoice approval and dispatch (standard and local) to maximize cash flow and collectability for all invoices.
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 Credit Approval management: including orchestration of all Finance exception approvals on high value credits and execution of all credits and associated rebills.
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 Billing status and risk management: including tracking and communicating contract billing status to key stakeholders highlighting risks with contractual requirements, customer PO coverage, customer sign offs and credit/payment status.
 
 
 </li>
 </ul>
 
 Customer Service
 
 
 
 <ul>
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 Serve as the primary point of contact for all operational customer service inquiries, concerns, and issues.
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 Oversee the daily operations of the customer service team to ensure quality standards are met and maintained.
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 Monitor customer service metrics and KPIs to identify areas of improvement and implement strategies to boost performance.
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 Handle escalated customer service issues and complaints in a professional and efficient manner.
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 Work closely with other departments to resolve customer issues and ensure a positive customer experience.
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 Develop and implement processes and procedures to streamline the customer service operation.
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 Stay up-to-date on industry trends and best practices to ensure the customer service team is providing the highest level of service possible.
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 Generate reports on customer service metrics and activity for senior leader consumption and monthly business reviews.
 
 
 </li>
 </ul>
 
 Operations Excellence: Optimization and Process improvement
 
 
 
 <ul>
 <li>
 Acts as a thought leader to drive consistency in processes, capabilities, and services meeting performance expectations for consistency, accuracy, simplification, and timeliness of delivery .
 </li>
 <li>
 Trusted advisor for customers and internal clients on operational processes and capabilities, and provides efficient, scalable operational solutions across a portfolio of accounts .
 
 
 </li>
 </ul>
 
 Stakeholder Management (Field, Partners, Customers)
 
 
 
 <ul>
 <li>
 Uses voice of customer frameworks and metrics to identify trends and influences across multiple customers and internal groups.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 
 Required Experience/Minimum Qualifications
 
 
 
 <ul>
 <li>
 6+ years of work experience in contracting &amp; order management, pipeline management, &amp; billing execution, with a focus on financial accuracy, compliance, and risk management.
 </li>
 <li>
 Expertise in contract validation, pipeline management, credit approval, and billing management, with strong capabilities in customer service, stakeholder engagement, process optimization, and operations excellence.
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 Proficiency in data-driven decision-making, using KPIs to monitor performance, and acting as a trusted advisor to internal and external customers.
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 Bachelor&rsquo;s degree in business, Operations, Finance or related field AND operations, program management or process management work experience
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 OR equivalent experience.
 </li>
 <li>
 On site presence minimum 3 days/week.
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
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 4+ years of experience in customer service operations, managing escalations, improving service metrics, &amp; implementing process improvements to streamline operations.
 </li>
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 Experience with similar industry Business Value deal constructions.
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 Experience with Microsoft licensing concepts, including contracts, quotes and invoices, as well as evaluation and review of complex proposals, agreements, and amendments.
 </li>
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 Experience providing direct support for Microsoft Volume Licensing sales and support lifecycle.
 
 
 </li>
 </ul>
 Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
</div>

Customer Operations Manager

Aeroship Logistics

<ul><li>Are you passionate about delivering exceptional customer service and managing seamless sea freight operations?</li><li>We&rsquo;re looking for a Customer Services Manager (SEA Operations) to lead our team and ensure smooth handling of all ocean freight shipments with efficiency and care.</li><li>Key Responsibilities:</li><li>Supervise and manage customer service activities related to SEA operations.</li><li>Ensure timely booking, documentation, and shipment coordination.</li><li>Maintain strong relationships with clients, shipping lines, and overseas agents.</li><li>Monitor performance metrics and improve service levels.</li><li>Handle escalations and ensure customer satisfaction.</li><li>Requirements:</li><li>Bachelor&rsquo;s degree in Supply Chain, Logistics, or a related field.</li><li>Minimum 3&ndash;5 years of experience in sea freight customer service or operations.</li><li>Strong knowledge of international shipping and documentation procedures.</li><li>Excellent communication and leadership skills.</li><li>Ability to work under pressure and meet deadlines.</li><li>Why Join Us?</li><li>Dynamic and growth-oriented work environment.</li><li>Competitive salary and benefits.</li><li>Opportunity to lead and innovate within a professional logistics team.</li></ul>Job Type: Full-timePay: Rs70,000.00 - Rs75,000.00 per monthWork Location: In person

Customer Services Manager SEA Operations

<div><h2 class="jobSectionHeader">About Us:</h2>
DHL Supply Chain India is a leading provider of integrated logistics solutions, specializing in warehousing, distribution, and supply chain management. With over 100+ facilities and 15,000+ employees nationwide, we excel in sectors like e-commerce, consumer goods, life sciences, and technology. Recognized as a Great Place to Work, we prioritize employee engagement and development. We are committed to a safe work environment, promoting Behaviour Based Safety (BBS) practices, injury prevention, and compliance with safety regulations, ensuring that safety is everyone's responsibility. We embrace an equal opportunity workplace, fostering diversity and inclusion for all employees. Join us in shaping the future of logistics and discover limitless growth opportunities!<h2 class="jobSectionHeader">
Key Responsibilities:</h2><ul>
<li>Key contributor for Customer&rsquo;s Current State process &amp; System understanding.</li>
<li>First point of Contact for Customer and operation Responsible for Day to day KPI tracking and escalate major issues to Customer / Operations with action plan to correct same</li>
<li>To support Program/Contract Manager to provide correct and quick information needed for key decision making related to operation</li>
<li>Develop Training material &amp; plan for Operations and Quality</li>
<li>Key member for Project deployment as per Roadmap</li>
<li>Single point contact for audits and follow-up for External Ensure smooth operation to meet all agreed process with clients</li>
<li>Continuous improvements ( WH infrastructure and Process etc )</li>
<li>Develop a tracking mechanism for measuring periodical performances of overall operations and services which can be effectively used to identify &amp; rectify gaps within the process.</li>
<li>Develop initiatives that will ensure value addition in terms of process, productivity in a cost effective manner.</li>
<li>Customer Reviews, Escalation management, Billing, Payments, Customer Meets</li>
</ul><h2 class="jobSectionHeader">Function Goals</h2><ul>
<li>Successful implementation of new projects with budget cost.</li>
<li>100% Timely &amp; Accurate information flow to internal &amp; external customer.</li>
<li>Daily/Weekly/ Monthly reviews</li>
<li>Escalation Management.</li></ul> 


Experience: Minimum 5 years experience with multiple reporting applications; experience handling large-sized customers; SPL knowledge preferred; customer relationship and management experience.

Qualification: Graduate or Post Graduate from a reputed institute.

Skills and Competencies:
<ul>
<li>Strong analytical skills.</li>
<li>Proficiency in reporting applications.</li>
<li>Excellent communication and stakeholder management skills.</li>
<li>Ability to identify trends and implement service enhancements.</li>
<li>Knowledge of logistics and supply chain management.</li></ul></div>

Assistant Manager - Service Logistics

Bosman

Wil jij echt impact maken binnen een organisatie in transitie, waarbij jouw leiderschap bepalend is voor de koers en saamhorigheid van meerdere locaties? Ben jij een mensgerichte leider die energie haalt uit het coachen van teamleiders en het verbeteren van processen? Wekt dit jouw interesse? Lees dan verder want voor onze Klantcontact afdeling zoeken wij een Operations Manager Klantcontact voor ons locatie in Maarssen. Over de functie Als Operations Manager Klantcontact heb je een grote scope en impact: je bent verantwoordelijk voor de dagelijkse operatie en voor de ontwikkeling van de teams (ongeveer 50 FTE). Daarbij geef jij direct leiding aan meerdere teamleiders (3 a 4 FTE) en werk je nauw samen met de andere Operations Managers en collega's in Eindhoven en Sittard. Daarnaast fungeer jij als het aanspreekpunt en visitekaartje van onze locatie in Maarssen. Overige werkzaamheden: <ul> <li>Uniformiteit creëren: zorgen dat de verschillende locaties volgens dezelfde manier van werken opereren, in samenwerking met de andere Operations Managers.</li> <li>Coachen en begeleiden van teamleiders: ontwikkelen van leiderschap, performance en medewerkerstevredenheid.</li> <li>Verbeteren van saamhorigheid: verder bijdragen aan een positief "Bosman-gevoel" en het verder verhogen van de medewerkers- en klanttevredenheid.</li> <li>Procesoptimalisatie: structureel verbeteren van processen en prestaties, met ruimte om eigen initiatieven door te voeren.</li> <li>Klantgerichtheid waarborgen: het continu verbeteren van klanttevredenheid en samenwerking met Operations Managers.</li> <li>Uitwerken van strategische en tactische plannen: Een belangrijk onderdeel is de omni-channel klantstrategie.</li> </ul> Als Operations Manager Klantcontact ben je zichtbaar binnen de organisatie en krijg je de kans om zowel op operationeel als strategisch niveau impact te maken. Je vertaalt de prioriteiten vanuit het MT naar concrete acties en duidelijke richting voor je teams. Daarnaast verzorg je zelf kwartaalpresentaties aan het management en draag je actief bij aan het behalen en aanscherpen van KPI's. Je rapporteert rechtstreeks aan de Manager Customer Service en voert je werkzaamheden uit in dagdienst. Wat vragen wij van jou <ul> <li>HBO werk- en denkniveau;</li> <li>Minimaal 3 jaar ervaring in een vergelijkbare rol van Operations Manager inclusief aantoonbare leidinggevende ervaring;</li> <li>Ervaring met verandermanagement en/of proces optimalisatie;</li> <li>Goede beheersing van de Nederlandse en Engelse taal in woord en geschrift;</li> <li>Een sterke peoplemanager die anderen weet te enthousiasmeren en communicatief vaardig is.</li> </ul> Wat bieden wij jou Een instroomsalaris tussen de € 4.845,00 en de € 6.500,00 op basis van 40 uur, gebaseerd op jouw ervaring. Daarnaast bieden wij goede secundaire arbeidsvoorwaarden die bijdragen aan een prettige werkomgeving en jouw welzijn. Je wordt deel van een hecht team met een aanstekelijk en positief werkklimaat, waarin we samen mooie prestaties neerzetten en die successen ook met elkaar vieren. Om het gevoel van saamhorigheid te versterken, organiseren we regelmatig diverse leuke evenementen, zodat we niet alleen tijdens het werk, maar ook daarbuiten voor elkaar klaarstaan. Daarnaast bieden we de volgende secundaire arbeidsvoorwaarden aan: <ul> <li>30 vakantiedagen per jaar op basis van een 40-urige werkweek;</li> <li>Een solide pensioenregeling, waarbij wij 75% van de premie vergoeden;</li> <li>Reiskosten vanaf 10km enkele reis met een maximum van 30km enkele reis;</li> <li>Thuiswerkvergoeding van € 2,35 per thuiswerkdag;</li> <li>Sporten met korting via FiscFree;</li> <li>Mogelijkheid om gebruik te maken van onze leasefietsregeling;</li> <li>Toegang tot online trainingen via GoodHabitz om jezelf te blijven ontwikkelen;</li> <li>Wekelijks gratis vers fruit.</li> </ul> Solliciteren Wij zoeken een collega die deze uitdaging met beide handen wil aanpakken. Past deze functie bij jou? En voel jij je straks thuis bij Bosman? Vul dan snel het sollicitatieformulier in met jouw gegevens. We kijken uit naar je sollicitatie, inclusief motivatie en CV. De eerste stap is een oriënterend (telefonisch) gesprek met onze recruiter. Daarna maak je kennis met je direct leidinggevende en je collega Operations Manager Klantcontact. Zijn wij beide enthousiast? Dan volgt een assessment om je nog beter te leren kennen. Na deze stap volgt er een gesprek met ons Operationeel Directeur en HR. Bij Bosman & MediReva staat de veiligheid van onze klanten en medewerkers altijd voorop. Daarom vragen wij bij indiensttreding om een Verklaring Omtrent het Gedrag (VOG) en voeren wij een referentiecheck uit.<img src="https://www.jobg8.com/Tracking.aspx?CEKiJQAOeLSn1duI1Cm6zRSsg3ng47HSm" width="0" height="0" />

Operations Manager Klantcontact

Bettorian

About the role The Customer Support Manager will be responsible for building and leading a world-class customer support function. You will set up and oversee a team of 3 Team Leaders and 18 Support Agents initially, ensuring players receive seamless, high-quality support across chat, email, and phone. This role is both operational and strategic: you ll establish the processes, tools, and training that define the customer support experience, while also setting the culture for a high-performance, empathetic, and player-first support team. Your leadership will be instrumental in building trust, ensuring compliance, and driving long-term player retention and satisfaction in a highly competitive market. This is a role where in-office time is recognised as highly valuable in the preliminary stages of our start up to build and shape the foundations of the novel Marketing and other teams yet we support flexibility where and when required. Key value elementsTeam Leadership: Build, mentor, and scale a 20+ person support function (3 leads + 18 agents).Player Experience: Deliver fast, empathetic, multilingual support tailored to South Asian market needs.Operational Excellence: Define workflows, SLAs, and escalation processes to ensure efficiency and consistency.Crypto &amp; Gaming Knowledge: Understand unique player challenges with crypto payments, wallets, and online casino play.Compliance &amp; Trust: Ensure support interactions follow responsible gaming, AML/KYC, and regulatory standards.Retention Impact: Partner with Brand, CRM, and Product teams to turn support into a retention driver.Experience Required 6 8+ years in customer support/service operations, with at least 3 years in a leadership role.Proven experience building, scaling and managing large-scale support teams (20+ people), ideally in iGaming, fintech, or digital-first consumer businesses.Strong understanding of South-east Asian customer behavior and communication styles, with experience in multilingual support (Thailand, Indonesia and Vietnam).Knowledge of crypto payments and wallets, or proven experience in fintech/gaming environments.Expertise in support systems and tools (Zendesk, Freshdesk, Intercom, or similar) and reporting dashboards.Track record of implementing SLAs, QA frameworks, and customer satisfaction programs.Strong cross-functional skills able to partner with Marketing, Product, and Compliance.Comfortable working in a fast-paced start-up environment, balancing strategic planning with hands-on operations.

Customer Support Manager

Athena

Client Onboarding Operations Manager JDRole: Manager, Onboarding OperationsManager: VP, Delegation ExperienceDirect reports: Team Leads, Onboarding OperationRole OverviewAs Manager of Client Onboarding Operations, you will be responsible for leading the planning, execution and ongoing optimization of the client onboarding function across Athena s Delegation Experience (DX) teams. This includes owning end-to-end performance, workforce planning, and client journey outcomes. You will manage and develop Team Leads, ensure high-quality and consistent onboarding delivery at scale, and champion the development of automation and tech-enabled solutions to streamline analyst workflows.This role sits at the intersection of people leadership, operational excellence, and systems innovation. You will work closely with cross-functional stakeholders to improve onboarding pathways and proactively manage capacity across DX functions. You bring both the strategic foresight and operational rigor to evolve the function, while supporting a world-class client experience.High-level ResponsibilitiesTeam Leadership &amp; People ManagementManage and develop a team of Onboarding Operations Team Leads, each overseeing onboarding analysts, ensuring alignment with team performance goals and client SLAs.Foster a strong culture of coaching, continuous improvement, and frontline ownership through regular performance reviews, mentoring, and career development.Lead structured routines to track team KPIs, pipeline health, and identify training or capacity needs.Serve as the voice of Onboarding Operations across internal stakeholder groups, bringing qualitative and quantitative insights to weekly meetings and progress reports, quarterly business reviews and other high-visibility forums. Automation &amp; Tech EnablementOwn the identification and development of automation opportunities across the onboarding journey in partnership with product and tech teams.Evaluate tech tooling and process gaps, collaborating cross-functionally to deploy scalable solutions that reduce manual overhead and improve turnaround times.Champion the onboarding team s role in testing and refining tech-enabled workflows, with a focus on seamless analyst experience and client benefit.Forecasting &amp; Workforce PlanningBuild and maintain forecasting models for team capacity, work volume, and resource planning across all onboarding teams.Partner with Delegation Experience leadership, Sales, and Operations to ensure appropriate headcount and readiness for growth targets.Monitor pipeline velocity and drive resourcing decisions to ensure effective client funnel progression and minimal bottlenecks.Operational &amp; Process ExcellenceDrive continuous improvement in onboarding SOPs, playbooks, and quality assurance frameworks.Use data and frontline insights to refine workflows, optimize analyst productivity, and remove sources of client friction.Establish operational dashboards and reporting systems for real-time visibility into performance trends, risks, and opportunities.Cross-functional PartnershipAct as the primary liaison between Delegation Experience, Product/Tech, Sales, Billings, and other stakeholders to align onboarding strategies with broader company goals.Lead initiatives to integrate onboarding success metrics into wider business OKRs.Contribute to strategic planning efforts that enhance the entire delegation lifecycle.StakeholdersDelegation Experience Team, Sales Team, Billings Team, Operations Team, Clients, XPsQualifications5+ years of experience in operations, customer onboarding, customer success, or program management roles, ideally in high-growth or tech-enabled service environments3+ years of experience directly managing people managers or multi-level teamsDemonstrated experience owning or heavily contributing to tech automation discovery and implementation, preferably in collaboration with product/engineeringProven track record developing process playbooks, change management strategies, or organizational scaling frameworksStrong proficiency with forecasting, capacity planning, and workforce modeling using tools like Google Sheets, Airtable, or BI dashboardsExperience working in or with startups, B2B SaaS, service marketplaces, or tech-enabled services is a strong plusFamiliarity with CRM systems (e.g. Salesforce, HubSpot), support tooling (e.g. Zendesk), and collaboration platforms (e.g. Glue, Slack, Notion, Asana)Competencies and SkillsLeadership &amp; Coaching: Ability to mentor, support, and drive results through others while fostering team accountabilityClient-Centric Thinking: Deep empathy for the client journey; able to anticipate and respond to needs with agility and careOperational Rigor: Strong process orientation and ability to improve workflows through data, feedback, and insightCommunication: Clear and thoughtful in both verbal and written communications across diverse audiencesCross-functional Collaboration: Skilled at working across departments to align on shared outcomesProactivity &amp; Ownership: Takes initiative, solves problems before they escalate, and is committed to continuous improvementAnalytical Thinking: Able to identify patterns in data, draw conclusions, and inform process improvementsTech Fluency: Comfortable working within CRMs, spreadsheets, and other team collaboration tools

Client Onboarding Operations Manager

DAMAC Properties

<div>
 
 The ideal candidate will support the Managing Director&rsquo;s Office in executing transformation, governance, and performance initiatives across Damac&rsquo;s customer and operational functions.
 
 
 
 
 
 Responsibilities
 
 
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 Project coordination and delivery tracking for MD Office customer and operational initiatives.
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 Performance monitoring and KPI reporting across Collections, Handover, CRM, and Aftersales.
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 Process improvement and documentation under a customer experience (CX) transformation lens.
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 Governance, compliance, and standardization of customer operations processes.
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 Cross-functional collaboration and stakeholder communication to ensure timely execution.
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 Support execution of MD directives and transformation projects across customer and operations functions.
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 Track departmental KPIs and operational metrics to provide clear visibility on performance.
 </li>
 <li>
 Prepare weekly and monthly dashboards summarizing project status, risks, and dependencies.
 </li>
 <li>
 Assist in process mapping and implementation of continuous improvement initiatives.
 </li>
 <li>
 Ensure timely follow-up with departments on actions, deliverables, and reporting requirements.
 </li>
 </ul>
 
 
 
 
 
 Requirements
 
 :
 
 <ul>
 <li>
 5&ndash;8 years of experience in project management, operations, or customer management within large organizations
 </li>
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 Bachelor&rsquo;s degree in Business Administration, Engineering, or a related discipline.
 </li>
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 Experience with PowerBI, project management tools, and Microsoft Excel for reporting and tracking.
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 Strong understanding of customer operations, handover, and service delivery processes.
 </li>
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 PMP or equivalent project management certification is advantageous
 </li>
 <li>
 Adaptable, proactive, and able to work under tight deadlines.
 </li>
 <li>
 Committed to maintaining governance and operational discipline.
 </li>
 <li>
 Excellent communication and stakeholder coordination ability.
 </li>
 </ul>
 
 
</div>

Project Manager- Ops & CX

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