Job Details
Posted date: Nov 25, 2025
Category: Business Program Management
Location: Redmond, WA
Estimated salary: $217,250
Range: $130,900 - $303,600
Employment type: Full-Time
Work location type: 3 days / week in-office
Role: People Manager
Description
OverviewCustomer Lifecycle Operations is part of Microsoft Business Operations Organisation. We are responsible for design and management of global outsourced tele solutions on behalf of Microsoft’s Corporate and Field teams, that increase customer retention, accelerate transition to modern offers, increase selling time, retain & grow revenue through a world class outsourced vendor ecosystem. We manage a portfolio of services across SMC and Enterprise with more than 2,500 vendor resources globally.
Position Overview
The CLO Director leads the design and delivery of outsourced global teleservices through a network of world-class vendors. The role drives operational performance, ensuring compliance and service excellence, while maintaining supplier standards that exceed customer and stakeholder expectations. It requires strong executive stakeholder engagement across a complex, matrixed organisation and exceptional people leadership. They will develop a high-performing team, fostering inclusion and accountability, driving talent growth and succession planning.
Role Attributes
The CLO Director combines strategic vision with operational excellence, influencing across a complex, matrixed organisation and engaging confidently with senior stakeholders. Strong communication, decision-making, and problem-solving skills are essential, along with the ability to create clarity in ambiguity. The role demands inclusive people leadership, fostering collaboration, accountability, and growth while driving measurable business impact.
Responsibilities
Strategic Leadership
Define and execute the CLO vision aligned to Microsoft priorities.Drive transformation initiatives to optimise outsourced service delivery and digital operations. Solution Design & Delivery
Lead the design and implementation of global teleservices solutions through world-class vendors.Ensure operational excellence, compliance, and service delivery that exceeds customer expectations. Governance & Compliance
Establish and maintain governance frameworks for vendor performance, risk management, and regulatory compliance. Oversee audits, scorecards, and performance reviews to ensure adherence to standards. People Leadership
Inspire and develop a high-performing team of Program Managers and operational specialists. Foster a culture of inclusion, accountability, and growth mindset. Drive talent development, succession planning, and capability building.
Stakeholder EngagementBuild and maintain strong relationships with executive stakeholders across a complex, matrixed organisation.Influence cross-functional teams and external partners to deliver business outcomes.
Qualifications
Required Qualifications
Bachelor's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement OR equivalent experience6+ years management (e.g., people, project, process, vendor, change) experiencePreferred Qualifications
Master's Degree in Business, Operations, Finance, or related field AND 12+ years experience program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 15+ years experience in program management, process management, or process improvement OR equivalent experience8+ years people management experience8+ years of experience in sales, operations leadership, or program management within a global, matrixed organisation
Business Program Management M6 - The typical base pay range for this role across the U.S. is USD $130,900 - $277,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 - $303,600 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
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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