We are looking for a Partner Operations Manager to join our team! The Partner Operations Manager is responsible for Partner-facing licensing solutions and must be a subject matter expert within our Volume Licensing concepts and processes. The Partner Operations Manager will provide direct, front line transactional support for Partners Field sellers and their customers. The Partner Operations Manager is responsible for ensuring deliverables are executed on time and of high quality for our Partners.

The Partner Operations Manager role requires fluency in English to effectively support our Partners and ensure smooth communication across all transactional and Partner service activities. You will be expected to interact directly with Partners and internal stakeholders.

This is work hybrid position.

Required/Minimum qualifications

- Master's or Bachelor's degree in business, Operations, Finance or related field AND operations, program management or process management work experience OR equivalent experience.

- 4+ years of work experience in contracting & order management, pipeline management, & billing execution, with a focus on financial accuracy, compliance, and risk management.

- 2+ years expertise in contract validation, pipeline management, credit approval, and billing management, with strong capabilities in Partner service, stakeholder engagement, process optimization, and operations excellence.

- 2+ data-driven decision-making, using KPIs to monitor performance, and acting as a trusted advisor to internal and external Partners.

- Work hybrid requirement is on site presence minimum 3 days/week.

- A fluent command of English proficiency in verbal & written communication.

Preferred Qualifications:

- 2+ years of experience in Partner service operations, managing escalations, improving service metrics, & implementing process improvements to streamline operations.

- Experience with similar industry Business Value deal constructions.

- Experience with licensing concepts, including contracts, quotes and invoices, as well as evaluation and review of complex proposals, agreements, and amendments.

- Experience providing direct support for Volume Licensing sales and support lifecycle.

Responsibilities:

Contracting and Order Management:

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 Partner contracts in accordance with Policies, Global and SOX approved deal financials.

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 .

Billing Management:

Billing Execution: ensuring accurate and compliant order and invoice approval and dispatch (standard and local) to maximize cash flow and collectability for all invoices.

Credit Approval management: including orchestration of all Finance exception approvals on high value credits and execution of all credits and associated rebills.

Billing status and risk management: including tracking and communicating contract billing status to key stakeholders highlighting risks with contractual requirements, Partner PO coverage, Partner sign offs and credit/payment status.

Partner Service:

- Serve as the primary point of contact for all operational Partner service inquiries, concerns, and issues.

- Oversee the daily operations of the Partner service team to ensure quality standards are met and maintained.

- Monitor Partner service metrics and KPIs to identify areas of improvement and implement strategies to boost performance.

- Handle escalated Partner service issues and complaints in a professional and efficient manner.

- Work closely with other departments to resolve Partner issues and ensure a positive Customer experience.

- Develop and implement processes and procedures to streamline the Partner service operation.

- Stay up-to-date on industry trends and best practices to ensure the Partner service team is providing the highest level of service possible.

- Generate reports on Partner service metrics and activity for senior leader consumption and monthly business reviews.

- Oversee Go to Market activities for both Teams + Teams driven Copilot MAU

- Operations Excellence: Optimization and Process improvement

- Acts as a thought leader to drive consistency in processes, capabilities, and services meeting performance expectations for consistency, accuracy, simplification, and timeliness of delivery .

- Trusted advisor for Partners and internal clients on operational processes and capabilities, and provides efficient, scalable operational solutions across a portfolio of accounts .