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Customer Operations Manager

Microsoft· Business Program Management
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Tokyo, JapanFull-timePosted 4w ago

About the role

Microsoft Enterprise Direct Services provides direct and centralized operations services for Direct Enterprise Agreement customers to transact with Microsoft. The Customer Operations Manager role focuses on delivering an exceptional customer experience with deep expertise in Contracting, Order Management, Billing and Supplier Management and Customer relationship experience, with fluency in English and Japanese to support Japan-based clients.

Responsibilities

  • Deal and Contract Validation: Manage the validation and execution of agreements and post sales lifecycle transactions enabling accuracy in downstream financial processes followed by compliant issuance of customer contracts in accordance with Policies, Global and SOX approved deal financials.
  • Pipeline Management: Manage critical deal lists on a monthly and quarterly basis in alignment with Sales, Sales Excellence and key Subsidiary sales stakeholders on all critical deals for the month
  • Billing Execution: ensuring accurate and compliant order and invoice approval and dispatch (standard and local) to maximize cash flow and collectability for all invoices.
  • Credit Approval management: including orchestration of all Finance exception approvals on high value credits and execution of all credits and associated rebills.
  • Billing status and risk management: including tracking and communicating contract billing status to key stakeholders highlighting risks with contractual requirements, customer PO coverage, customer sign offs and credit/payment status.
  • Customer Service: Serve as the primary point of contact for all operational customer service inquiries, concerns, and issues; oversee daily operations of the customer service team; monitor metrics; handle escalations; collaborate with other departments to resolve issues; develop and implement processes; stay updated on industry trends; generate reports for leadership.
  • Operations Excellence: Drive consistency in processes, capabilities, and services; act as trusted advisor on operational processes and scalable solutions across accounts.
  • Stakeholder Management: Use voice of customer frameworks and metrics to identify trends and influence across multiple customers and internal groups.

Qualifications

  • Fluency in Japanese, with the ability to communicate effectively with both external and internal customers/stakeholders, including writing, reading, and speaking.
  • Japanese language certifications preferred (JLPT N2+, BJT, J.TEST) to validate language proficiency in a business context.
  • 6+ years of experience in contracting & order management, pipeline management, & billing execution with focus on financial accuracy, compliance, and risk management.
  • Expertise in contract validation, pipeline management, credit approval, and billing management; strong skills in customer service, stakeholder engagement, process optimization, and operations excellence.
  • Leveraging AI to drive operational excellence, accelerate customer outcomes, and enable data-driven decision making; practical application of AI tools to improve productivity and customer engagement.
  • Proficiency in data-driven decision-making using KPIs; acts as trusted advisor to internal and external customers.
  • Bachelor’s degree in business, Operations, Finance or related field and operations/program management experience OR equivalent experience.
  • On-site presence minimum 3 days/week.

Skills

Required:Japanese language proficiencyContracting & order managementBilling management
Nice to have:Customer service operationsAI for operational excellence
Last updated Sep 24, 2026. Interested? Apply on the company site.

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