The Worldwide Customer Experience Team (CET) brings together the best executive engagement programs and assets within Microsoft – including our Executive Briefing Center (EBC), Experience Centers (EC’s) Industry Experience Center (IEC), and Microsoft Technology Centers (MTC’s) to deliver world-class customer experiences with the goal of leading our customers through their digital transformation journey.

We are looking for a seasoned Facility Operations Lead to join the Global Operations & Infrastructure team within CET to provide Operations as a Service to our portfolio of centers including the EBC in Redmond, Experience Center Asia in Singapore, and 43 MTC’s around the globe.

Responsibilities

• Provide strategic direction and guidance to the operations suppliers to ensure efficient planning and delivery of world-class engagements
• Lead contract negotiations and define scope of work for operations suppliers
• Manage relationships with Real Estate & Security team and drive accountability with key stakeholders
• Manage all operations suppliers, ensuring appropriate scope of work documentation and service level agreements are in place and performance expectations are met
• Represent Operations in the planning and launch activities for new facilities and programs
• Partner with CET management and internal program owners to ensure program strategy and resource optimization to meet or exceed engagement volumes, delivering high quality customer experiences
• Define and manage ongoing facility and operations program budgets, while ensuring compliance with corporate and group policies/strategies as well as fiscal accountability
• Direct resources to ensure delivery of highest-quality customer experiences, including partnering with MTC Directors, EC Site leaders and other key stakeholders in the development and landing of new initiatives, systems and processes
• Develop common best-practice processes to be shared with other facilities within the CET portfolio
• Establish a culture of innovation and self-critical reflection which results in continuous improvement while owning and evolving policy and process in compliance with corporate policy
• Represent Operations within CET’s ‘change advisory board’ for process, tools and reporting requirements
• Establish and maintain consistent measurement and reporting systems across center operations and facility management

Key Competencies: Impact and Influence, Cross-Group Collaboration, Customer Focus, Trusted Advisor, Drive for results, Analytical Problem Solving, Planning Organizing and Executing

Qualifications

• The ideal candidate will need to be a strong leader and smart problem solver with a solid understanding of operational requirements to run a facility, as well as have experience managing suppliers and demo design and implementation projects. You must have a broad range of business and operational management skills and the ability to manage across multiple teams for results.
• Experience managing vendor teams, developing scopes of work/key performance indicators (KPI), managing performance to contract KPI’s, forecasting budget requirements and managing within budget.
• Ability to prepare accurate quarterly expense forecasts for program spend that includes outsourced resources, contingent staff, marketing and labs.
• Excellent interpersonal skills to build positive working relationships across groups and management levels.
• 10 years successful management of small to medium teams and direct people management experience
• 10 years of negotiating and managing operational supplier contracts to perform operational services (event planning, concierge, facilities management, etc.)
• Bachelor’s Degree (B.S./B.A.) preferred

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

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