Microsoft 365 Technical Support Operations Lead (Product led growth) - Remote

Overview

Upwork, in collaboration with a leading American multinational technology company, is looking for English-speaking Microsoft 365 Operations Lead. Join the client on a mission to redefine excellence in technical support and advisory services for Microsoft 365 commercial customers worldwide. They 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.

In Short

• 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.
• Foster a culture of innovation, flexibility, and continuous learning.
• Champion diversity and inclusion at all levels.
• Lead cross-functional collaboration to drive continuous improvement.
• Implement and monitor outcome-based performance metrics.
• Engage in high-level strategic planning with senior management.
• Maintain a proactive approach to problem-solving.

Requirements

• Proven experience in operational leadership, preferably within a remote or gig-based workforce environment.
• Good understanding of Microsoft 365 technologies.
• Exceptional leadership skills with a track record of developing high-performing teams.
• Strong analytical and strategic thinking skills.
• Excellent communication and collaboration abilities.
• Adaptability and resilience in a dynamic, fast-paced global operation.

Benefits

• 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 significantly.
• A competitive compensation package and comprehensive benefits.