New 
Senior Operations & Order Management Project Manager
 Microsoft | |
 United States, Washington, Redmond | |
 Jan 09, 2025 | |
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OverviewSenior Operations & Order Management Project Manager Microsoft's 1st party devices including Surface, Surface Hub, Xbox and HoloLens are an essential part of our transformation into a Mobile First, Cloud First company. The Microsoft Device Services organization is responsible for delivering repair experiences at right performance levels (Return for exchange, Same Unit Repair, In-Field Repair models), enabling sales growth through Complete and Out of Warranty sales, and leading the industry in repairability and sustainability efforts with our future product roadmap. Microsoft Devices Repair Operations organization purpose is to ensure customers receive a premium aftermarket service experience through relentlessly driving operational excellence across our global network. We are looking for a Senior Operations & Order Management Project Manager to drive our Order to Cash processes.In this role, you will be responsible for gathering and analyzing data, defining and executing business rules, processes, and KPIs associated with order management, asset management and invoicing across our repair partner network and customer base. Driving automation and leveraging outsourcing to ensure accuracy, completeness, and compliance with established criteria. Your efforts will safeguard financial integrity, maintain operational efficiency, and foster trust with our customers, suppliers, and vendors. 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.
ResponsibilitiesYou will manage complex operations by utilizing various systems and processes and creating operational plans to be executed. Evaluate and supervise the work of third-party or contracted providers to optimize cost and service capacity. Partner cross-functionally both internally and externally to integrate and align operations with manufacturing sites, logistics providers, and Microsoft's business functions. Develop deep understanding of cost drivers across supply chain processes as well as their tradeoffs, financial risks, and develop long-term projections based on trend analysis. You will use tools and processes to manage operations as directed and suggest tool improvements to senior leadership, utilizing existing models for evaluating operations and ensuring compliance with internal and external policies and regulatory requirements. You will demonstrate creativity and curiosity in exploring new technologies and contribute to long-term strategy by conducting analyses that can be applied to identify opportunities for improvement with minimal guidance. You will define and execute business rules and criteria for claims handling, invoice generation, and collections across our repair partner network, including our growing network of Authorized Repair Partners (ASPs). You will drive automation and leverage outsourcing to ensure accuracy, completeness, and compliance with established criteria. Embody our Culture and Values | |