Job Description

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 execute 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 Training & Readiness Manager plays a vital role in cultivating a culture of continuous learning, talent development, and relentless customer focus within Microsoft Enterprise Direct Solutions (MSEDS) Organization. This role is responsible for designing, implementing, and evaluating learning strategies and programs that enhance employee capabilities, drive engagement, and support business priorities--all while embedding customer-centric best practices at every stage. The ideal candidate will be an innovative professional and learning strategist, passionate about enabling growth, accelerating change, and maximizing the potential of Microsoft's most valuable asset -- its people. They will champion the integration of customer feedback, empathy, and proactive problem-solving into all training materials and processes, ensuring that every learning intervention is aligned with the needs and expectations of both internal and external customers. By prioritizing the customer perspective, this role enables the team to deliver exceptional service, build lasting relationships, and continuously improve the customer experience.

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

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Job responsibilities:

Learning Strategy Development:

Collaborate with Process Owners & service leads and cross-functional partners to develop a comprehensive learning and development strategy aligned with business goals. Analyze business needs, identify skill gaps, and prioritize initiatives that drive organizational capability and performance.

Program Design & Delivery:

Design, customize, and deliver high-impact learning programs, workshops, and interventions for Customer Operation Managers, including onboarding, Program & Licensing knowledge, technical skills training, and professional growth opportunities.

Stakeholder Engagement:

Partner with Process & Service leads and subject matter experts to ensure learning solutions are relevant, innovative, and support Microsoft's core values of inclusion, integrity, and teamwork.

Measurement & Evaluation:

Establish metrics and assessment tools to measure learning program outcomes, impact, and ROI. Continuously improve programs based on feedback, data analysis, and evolving business needs.

Change Management:

Spearhead change management initiatives to facilitate effective adoption of new systems, processes, and work methodologies. Collaborate with stakeholders to ensure compliance and successful implementation through comprehensive training and readiness programs for all team members. Serve as a thought leader, promoting consistent processes, capabilities, and services that align with performance standards for accuracy, simplification, consistency, and timely delivery.

Communication & Advocacy:

Communicate learning opportunities and drive participation through creative campaigns, integrated communications, and collaboration with internal stakeholders.

Qualifications

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Required Qualifications

Bachelor's Degree in Business, Operations, Finance or related field AND 4+ years work experience in program management, process management, or process improvement with On-site presence required at least 3 days per week + OR equivalent experience. Proven track record of designing and executing successful learning initiatives at scale Strong project management, organizational, analytical abilities and ability to manage multiple projects simultaneously in a fast-paced, dynamic environment

Preferred Qualifications

Bachelor's Degree in Business, Operations, Finance or related field AND 8+ years experience in program management, process management, process improvement Experience working in a customer service environment and in a large matrixed multinational company. Experience with Microsoft licensing concepts, including contracts, quotes and invoices, as well as evaluation and review of complex proposals, agreements, and amendments. Experience leveraging digital learning platforms (such as LinkedIn Learning, Microsoft Teams, Viva Learning, etc.) and emerging technologies (AR/VR, AI, microlearning). Exceptional interpersonal, communication, and facilitation skills. Ability to influence, inspire, and build relationships at all organizational levels. Resilience, adaptability, and a collaborative spirit.



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.