New 
Senior Business Manager, Sales Desk Operations
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Aug 21, 2025 | |
|
OverviewThe Enablement & Operations (E&O) team within Microsoft Customer and Partner Solutions (MCAPS) empowers Microsoft to better serve every person and organization in their transformation journey and economic success. We do this by designing and managing the systems, tools, and strategies that drive commercial excellence-spanning compensation, performance insights, planning, skilling, and sales tools.As a Senior Business Strategy Manager for the Global Sales Operations Center (GSOC), you will play a pivotal role in shaping the future of Microsoft's global sales operations support. GSOC is a center of excellence for process innovation and automation, leveraging AI to create scale, accelerate execution, and enable sales teams to spend more time with customers. This role leads strategic initiatives that expand GSOC's service desk scope, drive continuous process improvement, and foster seamless cross-team coordination. You will identify opportunities for service expansion, build business cases to justify scope changes, negotiate vendor contracts, and oversee change management and agent training. You will monitor service transitions and optimize service levels and processes to ensure high-quality, efficient support. Operational rigor, relationship management, and a passion for innovation are key to success in this role. You'll lead project team meetings, manage deliverables, and ensure alignment across stakeholders to deliver on Microsoft's revenue operations objectives.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.
ResponsibilitiesCross Functional Joint PlanningEstablishes and maintains key points of contact with internal teams (e.g., Finance, Marketing, Engineering, Field Sales). Manages and cultivates relationships with leaders of internal teams. Acts as subject matter expert with business leaders (e.g., Senior Directors, General Manager level) on a particular area of expertise, leveraging and broadening deep sales/product knowledge and market/solution area awareness for a domain to inform strategic sales planning decisions. Problem Solving and InsightsSynthesizes findings into insights across sales projects, including implications that inform sales go-to-market objectives. Leverages insights to develop recommendations and seeks to provide thought leadership (e.g., sales trend identification, implications of competitor moves, solution area gaps) around potential future growth opportunities and strategic issues for Microsoft sales processes. Assists with creating frameworks and methodologies to drive problem solving and insights. Manages listening capabilities. Works with support desks and other individuals who field problems to see what is and is not working and developing solutions. Ensures E2E mindset and works across groups to ensure that design doesn't break. Ensures closed loop from design, landing, and listening capabilities to circle back and improve on program and design. Sales Insights, Readiness, and ActivationCollaborates with business, platform, and tools experts to provide updates and report key metrics needed to assist sales and partner teams to drive the sales business forward. Addresses any tools, platform, or business escalations when needed. Oversees the tools catalogue and the Microsoft Data Dictionary. Collaborates with key stakeholders across Microsoft (e.g., Marketing & Operations [M&O], Go to Market [GTM], Worldwide Commercial Business [WCB]) to update the platforms and tools. Provides insights into the Sales market, acts as a business conduit to broader internal and external stakeholders and adjusts plans when required to exceed business outcomes. Provides support success measurements based on data from tools and platforms. Communicates with field sales on business updates and plans within multiple regions. Shares best practices with peers. Sales Strategy Project/Program LeadershipDevelops, manages, and executes Sales Strategy project(s) as a project/program lead through defining plans, goals, deliverables, feedback, and timing expectations, providing structure and guidance for others. Proactively identifies and address roadblocks. Manages projects independently and/or in collaboration with appropriate stakeholders.Other Embody our culture and values | |