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

Posted 42 weeks ago
Project Management
Full Time
Worldwide

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.
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Upwork

Upwork is a leading online platform that connects freelancers with clients seeking various services. The company collaborates with enterprise clients to support projects such as AI Large Language Model (LLM) training, focusing on tasks that include prompt writing, translation, data annotation, and content creation. Upwork emphasizes the importance of high-quality work and offers remote opportunities for skilled professionals, particularly those with native language proficiency and advanced degrees.

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