About Us:
Join us on our mission to redefine excellence in technical support and advisory services for Microsoft 365 commercial customers worldwide. We are pioneers in leveraging the gig economy to provide innovative, customer-centric solutions that drive product-led growth. As part of our team, you will play a pivotal role in shaping the future of technical support, empowering businesses to maximize the value of Microsoft technologies.
About the role:
The Operations Lead is a strategic role designed to oversee multiple team leads, ensuring that service delivery is consistent, efficient, and aligned with our global strategy for Microsoft 365 support, product led growth and advisory services. This individual will be responsible for operational excellence, driving product-led growth initiatives, and fostering a culture of innovation and continuous improvement across various teams and regions.
Responsibilities:
- Oversee the performance of Team Leaders, ensuring alignment with organizational goals, support KPIs, operational efficiency, and customer satisfaction.
- Drive the strategy for product-led growth across all technical support and advisory services, ensuring seamless integration with Microsoft technologies, insight gathering, innovation and experimentation to help improve customer experience and product excellence.
- Foster a culture of innovation, flexibility, and continuous learning within the gig economy framework, enhancing our ability to adapt to changing customer needs and technology landscapes.
- Champion diversity and inclusion at all levels, creating an empowering environment for all team members to thrive and contribute.
- Lead cross-functional collaboration, sharing insights and best practices to drive continuous improvement across teams and services.
- Implement and monitor outcome-based performance metrics, ensuring all teams are aligned with strategic objectives and delivering exceptional service to our customers.
- Engage in high-level strategic planning, working closely with senior management to align operations with broader organizational goals and customer strategies.
- Maintain a proactive approach to problem-solving, anticipating challenges, and implementing solutions that enhance service delivery and customer satisfaction.
About you:
- Proven experience in operational leadership, preferably within a remote or gig-based workforce environment.
- Good understanding of Microsoft 365 technologies and the ability to drive product-led growth strategies.
- Exceptional leadership skills, with a track record of developing high-performing teams and fostering a culture of excellence.
- Strong analytical and strategic thinking skills, capable of driving innovation and operational improvements.
- Excellent communication and collaboration abilities, with the skill to inspire and unite teams across diverse geographical locations.
- Adaptability and resilience, with the capacity to thrive in a dynamic, fast-paced global operation.
What We Offer:
- The opportunity to lead within a global, dynamic environment that values innovation, diversity, and inclusion.
- A pivotal role with the potential to impact our clients' success and the growth of our organization significantly.
- A competitive compensation package, comprehensive benefits, and opportunities for professional growth and personal development.
Logistics and Additional Requirements:
- Freelancer will register their devices with Intune and keep it Intune policy compliant to do work. Implementation of MFA will be required within 30 days upon contract start for MS Security & compliance. When providing services under this contract, Freelancer must adhere to the client's Data Protection Agreement, Code of Conduct Agreement and Security Requirements (including physical and information security policies). Providing services under this contract from public / shared locations is prohibited. Freelancer agrees to use one single, unique device for conducting support and will not share the device with anyone inside or outside of the project.
- There is a background check required for this contract. You understand and agree that the failure to pass this background check will be considered a material breach of the contract terms, and your contract will be ended immediately. Freelancer will attend the onboarding session and complete each quiz for the pre-onboarding with at least 80% of correct answers, and by accepting this contract, agrees to open their cameras during the meeting or other meetings as requested. In order to accept this offer, you must complete Identity Verification (IDV, Hardware/Device Live Verification and Voluntary Consent tasks with Upwork within 5 business days. You must also timely complete the onboarding tasks requested by the client prior to providing services for this contract.
By accepting this contract, the Freelancer understands that they’ll be required to complete a recurring Identity Verification check (IDV). It is important for the Freelancer to be responsive and prompt in completing the Identity Verification (IDV) process within the given time frame. Any delays or failure to complete the IDV may result in a breach of contract. The Freelancer agrees to meet the device and tool requirements listed below. Freelancer understands that accepting this agreement without such requirements will be considered a ground for terminating the agreement:
- Computer that is not joined to another company’s domain, neither managed by any remote management – inventory systems or tools. Preferred:
- Dedicated laptop or PC for this project with no additional work or personal software installed
- OR have a PC with DUAL boot, where in boot1 you can have personal and work partition and in boot2 you can have an environment dedicated to the project -OR have an additional USER profile dedicated only for this project, with no other software running
- Windows 10 Pro (latest updates installed)
- Minimum of 8 GB Ram (16 is recommended)
- Core i3 processor (i5 is recommended)
- Minimum of 256GB Hard disk (256 SSD is recommended)
- LAN (local access network) required
- For security requirements, freelancers will not connect to the provided systems and tools using WiFi
- A minimum of 25 Mbps download speed & 10 Mbps upload speed
- -No 3rd-party antivirus software installed
- Media devices that are Teams compliant
- Microphone/headset with background noise canceling (not a phone headset) -Webcam, preferably compatible with Windows Hello Technology
The Freelancer agrees to provide Shakers with accurate location information and complete the speed test remotely as requested in their contract.
Failure to comply with these requirements may result in contract termination.
Shakers reserves the right to verify the Freelancer's location and speed on an ongoing basis during the project.
By agreeing to these terms, the Freelancer acknowledges the importance of location and speed verification for the success of the project and agrees to cooperate with the vendor contractor's requests in a timely and accurate manner.
