Job Summary
• As a team lead, you will be responsible for managing a team of HEO members that mainly manage Microsoft 365 product led growth ambassador quality, scheduling, Service Excellence Crew team, queue managers, quality team members, payments team, and case validators.
• You will ensure the quality and continuity of our Microsoft 365 product led growth support operations, and deliver insights on all those operations with the support from your team.
• You will deliver insights on findings, drive experimentation to improve the quality of all HEO related activities.
• You will report to the HEO world wide program manager and work during the overlap times of Europe and USA timezones.
Job Responsibilities
• Manage, coach, and develop a team of HEO members that handle various aspects of Microsoft 365 product led growth support operations.
• Monitor and evaluate the performance and quality of the Microsoft 365 product led growth ambassadors, and provide feedback and guidance to improve their skills and productivity.
• Coordinate and oversee the scheduling, staffing, and workflow of the Service Excellence Crew team, queue managers, quality team members, payments team, and case validators.
• Analyze and report on the key metrics and trends of the Microsoft 365 product led growth support operations, and identify areas of improvement and optimization.
• Collaborate with the HEO project manager and other stakeholders to ensure the alignment of the Microsoft 365 product led growth support operations with the business goals and customer satisfaction.
• Stay updated on the latest Microsoft 365 product features, updates, and best practices, and share the knowledge with your team and the Microsoft 365 product led growth ambassadors.
Job Requirements
• Minimum 3 years of experience in support operations and quality management, preferably in the Microsoft 365 domain.
• Fluent in English and Spanish, both written and spoken.
• Strong leadership, communication, and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment, and handle multiple tasks and priorities.
• Proficient in Microsoft Office applications, especially Excel and PowerPoint.
• Nice to have: Microsoft 365 technical knowledge and certification.
• Very beneficial: Power BI knowledge and experience.