Microsoft Looking For Operations Manager at New York, NY Full Time

As a Microsoft Retail Store employee focusing on our Microsoft Experience Center, you have the unique opportunity to impact our company’s mission every single day. Microsoft Retail Stores are the hub of cutting-edge devices and services, providing our customers the opportunity to immerse themselves in the latest and greatest in technology solutions that fit into their everyday lifestyle. As a member of our global Stores team, we value your unique perspective, background, experiences, talents and abilities. We are seeking store teammates who will make authentic connections and provide world-class service to our consumer, small business & community customers who come from all walks of life. These connections transform them into Microsoft-brand fans.

We provide:
A work environment that is diverse, inclusive, and welcoming of all

Training that will make you feel empowered to do your best work even if you aren’t a tech expert

Career opportunities for all of our employees

Fantastic, comprehensive and competitive benefits for full-time and part-time employees

Gratitude & recognition for our awesome employees

Belief that at Microsoft #WeWinAsATeam

The Operations Manager will coach employees on performance expectations and invest in the overall growth of individual team members. The OM provides leadership to their team through driving results while providing world-class customer service and experiences for our consumer, small business and community customers, ultimately empowering them to achieve more with technology.

Responsibilities

People Management

Managers deliver success through empowerment and accountability by modeling, coaching, and caring.

Model – Live our culture. Embody our values. Practice our leadership principles.

Coach – Define team objectives and outcomes. Enable success across boundaries. Help the team adapt and learn.

Care – Attract and retain great people. Know each individual’s capabilities and aspirations. Invest in the growth of others.

Customer Obsession

Instills a culture that consistently obsesses over our customers, innovates, builds on the ideas of others, and impacts overall business results through passionate and motivated teams; empowers associates to engage with peers and leaders in the development of innovative ways to make a larger impact in our customers lives; aligns priorities and communication to ensure a seamless employee and customer experience; and resolves escalated customer issues.

Leads associates and monitors customer interactions in order to provide feedback on actively engaging customers for aligned solution recommendations.

Influencing for Impact

Builds and maintains deep and broad knowledge of products and services, and coaches and role plays with other staff to increase knowledge of products, services, and Microsoft’s value proposition. Acts as a role model by showcasing knowledge of products and services and training others.

Drives customer activation and engagement by interacting with customers through experiences tailored to their unique situation/needs and driving customer engagement strategies with team members. Observes and coaches the team’s interactions and provides real-time, constructive feedback to improve customer engagement and provided solutions. Resolves escalated customer requests and delegates other customer requests to appropriate resources to meet their goals.

Motivates the team by communicating company goals, directions, and departmental plans, and implements business sales strategies and plans consistent with company priorities.

Collaboration

Champions building partnerships by driving engagement and awareness for the initiative; executes on priorities from field and Headquarters (HQ) to align on Microsoft Experience Center (MEC) priorities and communication and ensure a seamless employee and customer experience, partnering with the MEC Manager as needed; engages and develops a workforce of talent through consistent coaching and constructive feedforward.

Manages the team by leveraging their interactions to identify opportunities to train, sell, and support. Provides coaching to generate leads by documenting interactions with customers. Provides feedback and role plays to improve the team’s engagement of customers, ability to identify customer needs, and leverages the information to create leads across all customer segments (e.g., consumer, small-to-medium businesses [SMBs], Web stores, training) and our Microsoft store services to drive more comprehensive customer solutions.

Learning

Completes all required training and obtains relevant product and role certifications aligned to the role and workload/industry; ensures the team complete training and obtains certifications as required; and proactively asks for help and is open to feedback and coaching from managers and teammates. Stays current in the industry and communicates trends and the importance. Coaches and role plays to upskill the team.

Compliance

Manages the team by instilling a culture of operational compliance (e.g., privacy, customer data compliance) by providing supervision and accountability across the team, supporting audit procedures and inspections, providing compliance education to Microsoft Experience Center (MEC) employees, and acting as a role model for audit culture.

Inventory Management

Leads the team to establish, maintain, and drive inventory-management rhythms. Drives culture of audit pertaining to inventory management.

Customer Solution Support and Obsession

Manages the Answer Desk appointment queue and repair process and builds, tracks, and communicates appointment growth progress with team members. Acts as the primary point of contact for customer support escalations at the Answer Desk. Manages support of customers at the Answer Desk by ensuring technical answers for customers, pivoting, moving resources as needed, and driving collaboration and teamwork to ensure timeliness of customer service. Tracks and communicates progress of customer issues.

Management

Manages multiple aspects of the supervision, selection, development, and performance management of team members. Interviews, hires, conducts performance evaluations, schedules, assigns, directs, evaluates, trains, and coaches the team members. Makes employment decisions regarding hiring, promotions, pay increases, employment termination, disciplinary actions, and more.

Other

Embody our culture and values

May perform other duties as assigned.

Qualifications

Required/Minimum Qualifications

High School Diploma or equivalent AND 3+ years experience in sales, customer service, or retail related roles

OR equivalent experience.

2+ years formal or informal people management experience.

Additional or Preferred Qualifications

High School Diploma AND 5+ years experience in technology solution sales related roles

OR Bachelor’s Degree in Information Technology, Business Administration, or related field AND 3+ years experience in technology solution sales related roles

OR equivalent experience.

2+ years formal or informal people management experience.

Disclaimer:
This description has been designed to indicate the general nature and level of work performed by employees within this position. The actual duties, responsibilities, and qualification may vary based on assignment or group.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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