Microsoft 365 Technical Support Operations Lead

• 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, ensuring seamless integration with Microsoft technologies, insight gathering, innovation and experimentation to help improve customer experience and product excellence.
• Foster a culture of innovation, flexibility, and continuous learning within the gig economy framework, enhancing our ability to adapt to changing customer needs and technology landscapes.
• Champion diversity and inclusion at all levels, creating an empowering environment for all team members to thrive and contribute.
• Lead cross-functional collaboration, sharing insights and best practices to drive continuous improvement across teams and services.
• Implement and monitor outcome-based performance metrics, ensuring all teams are aligned with strategic objectives and delivering exceptional service to our customers.
• Engage in high-level strategic planning, working closely with senior management to align operations with broader organizational goals and customer strategies.
• Maintain a proactive approach to problem-solving, anticipating challenges, and implementing solutions that enhance service delivery and customer satisfaction

Requirements

• Proven experience in operational leadership, preferably within a remote or gig-based workforce environment.
• Good understanding of Microsoft 365 technologies and the ability to drive product-led growth strategies.
• Exceptional leadership skills, with a track record of developing high- performing teams and fostering a culture of excellence.
• Strong analytical and strategic thinking skills, capable of driving innovation and operational improvements.
• Excellent communication and collaboration abilities, with the skill to inspire and unite teams across diverse geographical locations.
• Adaptability and resilience, with the capacity to thrive in a dynamic, fast-paced global operation.