Operation Manager - Microsoft M365 in India at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an Operation Manager - Microsoft M365 in India.

In this role, you will lead end-to-end operations for a technical support environment focused on Microsoft M365 services, ensuring high performance, service quality, and customer satisfaction. You will act as a key driver of operational excellence, translating strategic goals into actionable team objectives while optimizing processes and productivity across support functions. The position requires strong leadership to manage distributed teams, guide team leads and engineers, and ensure consistent delivery against KPIs such as NSAT and operational efficiency. You will collaborate closely with senior stakeholders to design and implement scalable support strategies aligned with business goals. This is a high-impact leadership role in a fast-paced, global environment where innovation, continuous improvement, and strong process orientation are essential. You will also play a key role in talent development, onboarding, and performance management across teams.

• Define and implement operational strategies aligned with organizational objectives for Microsoft M365 technical support services.
• Lead, manage, and optimize end-to-end support operations, ensuring high service quality, productivity, and customer satisfaction.
• Monitor key performance indicators such as NSAT, team productivity, and service efficiency, driving continuous improvement initiatives.
• Collaborate with senior leadership to design policies, standards, and scalable operational processes.
• Guide, mentor, and develop team members including engineers, team leads, and management trainees.
• Oversee onboarding and training of new joiners, ensuring strong understanding of technical support processes.
• Identify risks, dependencies, and operational challenges, ensuring timely escalation and resolution.
• Drive performance management, employee engagement, and retention strategies within the team.
• Lead process optimization and transformation initiatives to improve efficiency and service delivery.
• Manage complex operational changes while ensuring smooth execution and stakeholder alignment.

• Minimum 8+ years of experience in operations management or leadership roles within technical support environments, specifically Microsoft M365.
• Bachelor’s degree in a relevant field.
• Strong leadership, analytical, and decision-making skills with a results-driven mindset.
• Proven ability to manage large teams and drive performance through effective coaching and mentoring.
• Strong understanding of technical support operations, process design, and service delivery frameworks.
• Experience in KPI management, reporting, and continuous improvement methodologies.
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to work in a fast-paced, rotational shift, work-from-home environment.
• Strong process orientation with the ability to implement scalable operational frameworks.
• Preferred experience in handling concierge-level support or complex enterprise support environments.

• Fully remote work opportunity with rotational shift structure.
• Leadership role with high ownership and strategic decision-making responsibilities.
• Opportunity to work in a global, fast-scaling technical support organization.
• Exposure to Microsoft M365 enterprise support operations.
• Strong focus on career development, coaching, and leadership growth.
• Opportunity to drive transformation and process improvement initiatives at scale.