Microsoft Corporation Operations Manager in Redmond, Washington
The Mixer Trust & Safety team is looking for an operations manager who can help define and implement policies at scale, lead a diverse 24/7 staffed team that upholds policies within the mixer community and investigate abstract situations in a dynamic environment. The Operations Manager should be able to motivate, train, and lead, a team of agents while also performing the data analysis work needed to assist agents in their day-to-day work. A successful Operations Manager will not only drive daily operations but also build and improve operational process and efficiency. Good judgement and the ability to quickly make decisions in highly ambiguous situations are critical to success. We need an Operations Manager with a flexible approach to problem solving and who strives to adapt business and operational processes to best serve our customers in a rapidly evolving Live Streaming service.
Provide management, oversight, and direction to multiple tiers of agents on a 24/7 staffed team
Stay up-to-date on and work within established business guidelines with vendor Managed Services provider
Work with key stakeholders to craft policies that respect core community concepts while ensuring customer safety and encouraging service growth
Prepare and present data demonstrating operational trends and effectiveness on a Monthly and Quarterly cadence
Create and present training documentation in support of continuous team training
Manage a notification and change process as new policies and processes are implemented
Coordinate with partner teams to continuously improve operational processes via tooling, telemetry, and communications
Analyze process workflow, employee and space requirements, and equipment layout to identify gaps and opportunities for efficiency gains
Exercise good financial stewardship over operations labor budget
On-call for 24x7 imminent threat escalations
Qualified Candidates should have strong written and verbal skills, ideally being able to communicate complex concepts to varied audiences, including implementation details to agents and impact assessments to leadership, PR and Legal teams. Be able to adapt quickly to rapidly evolving and highly ambiguous situations, while maintaining good judgement, professional composure, and the ability to triage or prioritize operational decisions for highest impact with limited information. Qualified candidates will be comfortable with Microsoft Office and have experience in data analysis, business analysis, and working with highly fluid deliverables. Ultimately, we need a candidate who is an effective processes manager, but also an effective people person. A candidate who can exceed at both will excel in this role.
BS/BA degree or equivalent work experience
Experience crafting & implementing policy
Intermediate Knowledge of core Microsoft Office programs (Outlook, PowerPoint, Excel, Word)
Basic SQL Query knowledge & Data Analysis skillsPreferred Qualifications
Intermediate Knowledge of SharePoint (this includes webparts, page creation, and permission mapping)
Experience managing a 24/7 operation
Basic Knowledge of PowerBI reports and usage
Basic Knowledge of VSO
Basic Program Management Skills including handling multiple projects and basic spec work used to improve team processes, tools, and efficiencies
Experience managing, planning, and creating a budget for operational needs; Experience with business analysis regarding budget projections
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 at https://careers.microsoft.com/us/en/accommodationrequest .
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