The Worldwide Learning (WWL) team at Microsoft is learner obsessed, and our mission is to build world class learning culture based on industry-leading innovation and aligned for measurable business impact. Learning is a critical lever to accelerate Microsoft’s growth as a digital transformation leader, and to enable our customers, partners, and our people to develop, achieve success, and thrive. We believe easily accessible learning is an essential part of a diverse and inclusive culture, and the core ingredient to helping people become their best personal and professional selves.
Joining Microsoft in the Worldwide Learning (WWL) Operations team as the Customer & Partner Skilling Operations Lead or Employee Skilling Operations Lead you will be responsible for leading a team responsible for the planning and execution of operational activities to deliver flawless operations execution. The role includes the oversight of the operations services capability, stakeholder coordination, engagement, and management to land readiness activities sponsored by Microsoft Worldwide Learning (WWL). In this role you will be working collaboratively with our WWL Operations Managed Service providers and staff of Microsoft Worldwide Learning (WWL) to ensure the planning and execution of operations services, from virtual classroom to in-person learning events.
This role will include Stakeholder Management, Program Interaction, Service Delivery Management and Execution. Key to this role is achieving service excellence at scale.
Responsibilities
People Management
- Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
- Model - Live our culture; Embody our values; Practice our leadership principles.
- Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
- Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.
Operations Planning and Development for Programs
- Develops, guides, and manages Operations in support of learning programs and initiatives by identifying operations needs, securing resources, communicating with senior stakeholders, and prioritizing work for the team. Drives alignment of and ensures the team understands the importance of aligning learning and skilling operations capabilities to the strategy of the organization for the most impact. Consolidates and connects information across a variety of inputs to empower the operations team to build holistic planning, coordinate integration efforts, aligned to the skilling story. Facilitates and prioritizes short and long-term planning efforts. Develops and strategizes operations needs and services to support learning objectives and outcomes using a learner-centric approach, as well as how their team can successfully leverage them. Determines and gives direction on how to best manage and scope resources available across the business and within the team to help the team execute on the plan. Leads the process for financial planning and forecasting and determines budgets through assessing financial trends.
Operations Execution for Programs
- Enables the team to implement core operations services in support of learning programs and systems across program teams and/or the WWL business. Guides the operations team and/or provides feedback to stakeholders on deliverability for course designs and program improvement process through examining and incorporating 360-degree feedback and data to make adjustments. Implements and empowers the operations team to execute services in support of strategic end-to-end learner journey and collection of learning experiences and feedback. Leads the mapping of the necessary points of engagement with relevant stakeholders to enable operations services execution and address operational needs.
Operations Success Analysis and Metrics
- Manages and leads the operations team in using data to evaluate relationships and trends, create and tell the operations data story, define operations service trends and identify capability gaps, to maintain high quality of service, and drive learning priorities through learner-centric methodology. Monitors the assessment and change management of operations services to determine how they are being consumed by stakeholders. Enables the usage of internal and external tools and business intelligence (BI) systems for the team to pull appropriate data in partnership with relevant BI teams and leaders. Leads the evaluation process for operations services effectiveness by enabling the analysis of key metrics aligned to the Operations Business Health regime. Leads the communication of and enables their team to share key performance indicators (KPIs) and the data story with relevant stakeholders and executive leaders to get buy in and makes recommendations for how to achieve target metrics.
Stakeholder/Customer Collaboration
- Manages the team's identification and development of relationships with key stakeholders/partners across relevant audiences, business units, or verticals/industries to represent operations in support of their learning needs. Ensures that team collects feedback and oversees adjustments needing to be made to operations & services to improve alignment with the program team's efforts and key stakeholder objectives. Leverages expertise of local/regional and global perspectives and drives consistent diversity and inclusion efforts. Facilitates, designs, and maintains rhythm of business cadence with key stakeholders and leaders. Communicates operations approaches and services to senior leaders and stakeholders to educate them on and influence buy in and implementation of operations services.
Other
Qualifications
Key Qualifications
- Vocational qualification or higher education degree (e.g., Bachelor's Degree) AND/OR 5+ years experience in Operations, Learning & development or relevant roles in business development, field or sales, HR, customer success, collection management, research/restoration evaluation, industry, or program/project management
- OR Master's Degree or equivalent AND/OR 3+ years experience in Learning and Development, relevant technical roles, business development, field or sales, human resources (HR), customer success, collection management, research/restoration evaluation, industry, or program/project management
- OR equivalent experience.
- 3+ years people and/or team management experience
- OR equivalent experience.
Additional or Preferred Qualifications
- Vocational qualification or higher education degree (e.g., Bachelor's Degree) AND 8+ years experience in Operations, Learning & development or relevant roles in business development, field or sales, HR, customer success, collection management, research/restoration evaluation, industry, or program/project management
- OR Master's Degree or equivalent AND 6+ years experience in Learning and Development, relevant technical roles, business development, field or sales, human resources (HR), customer success, collection management, research/restoration evaluation, industry, or program/project management
- OR equivalent experience.
- Microsoft Fundamentals, Coaching (e.g., International Coaching Federation), Project and/or Program Management Professional, archival, or a similar certificate.
- Demonstrates commitment to career development and continuous or consistent learning through formal and informal efforts (e.g., change management, design thinking, management training, online courses)
#WWL
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.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
