Manager, Microsoft Licensing Operations

• Flawless execution of Microsoft licensing operations-timely, accurate, compliant processing of customer licensing contracts and orders.
• Operational performance against defined KPIs, productivity targets, quality measures, and SLAs.
• A modern, scalable operating model-driven by automation, streamlined processes, and smarter tools (less manual work, fewer touches, faster cycle times).
• A high-performing team-hired, coached, developed, and retained with clarity, pace, and strong leadership presence.
• Cross-functional alignment-tight partnerships with the partner, Sales, Microsoft Presales teams, Customer Success, Finance, IT and other corporate stakeholders to elevate customer service and operational effectiveness.

• Owner mindset: You don't just “manage tasks”-you own outcomes, remove blockers, and drive to closure.
• Innovation-forward: You challenge “how we've always done it” and pursue better: automation, standardization, and smarter workflows.
• Customer-first operator: You connect operational decisions to real customer impact (speed, accuracy, clarity, compliance, confidence).
• Calm, strong escalation point: You resolve team/process issues decisively and communicate clearly.

• Acquire, develop and retain employees. Initiate and drive the hiring process to fill critical roles with desired profile and competencies.
• Build a high performing team capable of executing consistently on team deliverables.
• Provide vision, strategy and objectives for the team; constantly connecting them to the business at large.
• Provide regular coaching, development and performance management through 1:1s.
• Complete and conduct performance reviews and objective monitoring.
• Build team knowledge and camaraderie through regular team meetings, scorecard reviews, and ongoing communications.
• Drive resolution of issues related to operations, staffing requirements, scheduling and workflow management.

• Execute process improvements to meet and exceed customer commitments to service their accounts (SLAs), including accuracy and turnaround time.
• Manage and execute on the business and operations strategy to ensure alignment with the overall corporate strategy.
• Manage to best practices that drive compliance to program requirements to optimize fees/rebates and reduce costs/steps.
• Responsible for timely, accurate and compliant processing of all license contracts; including contract processing and order fulfillment.
• Manage team performance to achieve established KPIs for productivity, quality, and goal accomplishment.
• Ongoing audits of processes and systems to ensure they fulfill the mission efficiently and effectively.
• Be the escalation point that resolves customer-impacting issues.
• Keep current on best practices, Microsoft program compliance policies, and emerging tools and standards related to licensing programs.

• Identify high-friction workflows and eliminate manual steps through automation, smarter tooling, and standard operating routines.
• Build an improvement pipeline: prioritize, test, implement, measure, and scale changes that improve cycle time and quality.
• Partner with internal stakeholders to drive system/tool improvements and adoption that stick.
• Use data and scorecards to spot trends, forecast workload, prevent defects, and drive measurable outcomes.

• Build relationships with partner, Sales, Microsoft Presales teams, Customer Success, Finance, IT and other corporate stakeholders to improve customer service, compliance, and operational effectiveness.
• Work with Sales, Operations, Enablement and Customer Success leadership to develop and educate best practices for streamlined customer fulfillment of Microsoft orders.
• Promote and create synergies between Microsoft Operations and other teams across the business.
• Communicate effectively with senior stakeholders with clear, outcome-based updates.

• Ensure teams are delivering to operational metrics, including monitoring and delivering scorecards.
• Drive operational and cost improvements through process and tool/system improvements.
• Assist in developing a prioritized roadmap for systems enhancements aligned with department and corporate IT strategy.
• Identify risks and implement a risk management strategy for processes managed by Microsoft Operations.
• Provide functional advice to internal client groups on how Microsoft Operations integrates with their business units.

• 5+ years of leadership experience in technology, sales, pre-sales, customer success, or operations.
• Proven success in building and managing Microsoft licensing, sales or customer operations.
• Microsoft CSP experience highly preferred.
• Microsoft volume licensing program management or other software vendor program management and analytics experience for quote/contract/order fulfillment improvement.
• College or university education.
• Business improvement or project management certification preferred.
• Salesforce experience preferred.
• Power BI experience preferred.

• Health and Wellbeing: Medical and Dental Care, Employee & Family Assistance Program
• Financial Benefits: RRSP/DPSP Retirement Savings Plan with Company Matching, Life and Disability Insurance
• Paid Time Off: Vacation and Sick Leave, Holidays, Parental Leave, Volunteer Days, Bereavement Leave
• Additional Perks: Employee Discount Program

• The People: You'll thrive in our collaborative environment, surrounded by incredible colleagues who foster support and innovation, driving our collective success
• High-Performing Culture: At Softchoice, we are dedicated to achieving our goals and committed to success for our customers and each other
• Flexibility: Plan your workdays in a way that suits you best
• Award-Winning Workplace: Proudly recognized as a Great Place to Work for 20 consecutive years
• Inclusive Culture: We are committed to an inclusive culture where every team member can be their authentic self
• Competitive Benefits: Benefit from competitive perks that start on day one

Softchoice