Operations Manager

Join the dynamic team at the Microsoft Employee Company Store (eCS) and be at the forefront of technological innovation. Help customers explore cutting-edge devices, immersive experiences, and personalized solutions that empower their digital lives.   As an Operations Manager at the Microsoft Employee Company Store (eCS), you will play a pivotal role in driving customer satisfaction and business success. You will lead a team dedicated to delivering exceptional customer experiences, fostering a culture of innovation, and ensuring operational excellence.  As a team we foster: 

• Customer Engagement: Overseeing customer interactions to provide feedback and enhance engagement, ensuring aligned solution recommendations. 
• Team Motivation: Communicating company goals and departmental plans to inspire and guide our teams. 
• Training and Development: Identifying opportunities for training, sales, and support, and providing feedback to improve customer engagement and lead generation. 
• Operational Compliance: Ensuring compliance through supervision, accountability, and education, supporting audit procedures and inspections.
• Team Management: Managing the selection, development, and performance of team members, making key employment decisions, and driving employee growth and development. 

Apply today and become a part of a transformative journey in the world of technology! 

 

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. 

  

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day. 

Responsibilities

Collaboration

• Champions building partnerships by driving engagement and awareness for the initiative; executes on priorities from field and Headquarters (HQ) to align on Microsoft Employee Company Store (eCS) priorities and communication and ensure a seamless employee and customer experience, partnering with the Microsoft Employee Company Store (eCS) Manager as needed; engages and develops a workforce of talent through consistent coaching and constructive feedforward.
• Manages the team by leveraging their interactions to identify opportunities to train, sell, and support. Provides coaching to generate leads by documenting interactions with customers. Provides feedback and role plays to improve the team's engagement of customers, ability to identify customer needs, and leverages the information to create leads across all customer segments (e.g., consumer, small-to-medium businesses (SMBs), Web stores, training) and our Microsoft store services to drive more comprehensive customer solutions.

Compliance

• Manages the team by instilling a culture of operational compliance (e.g., privacy, customer data compliance) by providing supervision and accountability across the team, supporting audit procedures and inspections, providing compliance education to Microsoft Employee Company Store (eCS) employees, and acting as a role model for audit culture.

Customer Obsession

• Leads associates and monitors customer interactions in order to provide feedback on actively engaging customers for aligned solution recommendations.
• Instills a culture that consistently obsesses over our customers, innovates, builds on the ideas of others, and impacts overall business results through passionate and motivated teams; empowers associates to engage with peers and leaders in the development of innovative ways to make a larger impact in our customers lives; aligns priorities and communication to ensure a seamless employee and customer experience; resolves escalated customer issues.

Influencing for Impact

• Drives customer activation and engagement by interacting with customers through experiences tailored to their unique situation/needs and driving customer engagement strategies with team members.
• Observes and coaches the team's interactions and provides real-time, constructive feedback to improve customer engagement and provided solutions.
• Resolves escalated customer re