Director, Operations Fast Track (MCA-E)

Overview

Are you energized by leading people through ambiguity, accelerating customer outcomes, and using AI to transform how work gets done? This Director Director, Operations Fast Track Microsoft Customer Agreement for Enterprise (MCA-E) leads the Americas MCA-E Acceleration team and is accountable for developing people, shaping the operating plan, and delivering consistent end-to-end customer and seller experiences across MCA-E Azure and Per-User transitions to enable MCA-E at scale.

In this role, you will lead and coach a team of Customer Experience Program Managers responsible for complex EA-to-MCA-E customer transitions. You will set clear objectives and outcomes, build team capability, manage performance and capacity, and create an inclusive environment where people can do their best work. You will partner across FastTrack, Customer Operations Managers, Operations Deal Managers, Business Planning, Finance, Engineering, field sellers, customers, and other Operations Service Center teams to remove adoption barriers and scale the MCA-E motion.

You will combine people leadership with business operations discipline. This includes establishing strategy and success measures, running business rhythms, using data and customer signals to improve performance, and scaling delivery through AI-enabled workflows, self-service, coaching, shadowing, and capability transfer.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

People Manager Responsibilities

• Model, Coach, and Care: Deliver success through empowerment and accountability. Model Microsoft culture, values, and leadership principles; coach the team to define outcomes, work across boundaries, adapt, and learn; and care for individuals by understanding their capabilities and aspirations and investing in their growth.
• Build and Develop the Team: Attract, recruit, retain, and develop a diverse team of Customer Experience Program Managers. Set clear expectations, provide timely coaching and feedback, support career development, strengthen succession and coverage plans, and recognize impact.
• Create Clarity and Accountability: Translate MCA-E priorities into team objectives, role clarity, capacity plans, and measurable commitments. Inspect progress, address performance or delivery gaps, and create an open and inclusive environment where individuals can do their best work.
• Lead Capability Transfer and Coaching: Build MCA-E capability across the team and partner organizations through structured training, shadowing, office hours, reusable guidance, and hands-on coaching.

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