Operations Coordinator

Ops Coordinator - (Customer and Partner Ops Coordinator)

***(This is a junior role)***

Based in San José - Costa Rica / Hybrid / Full time

Job responsibilities

- Partner with the key stakeholders both internal and external to Microsoft (Training Program Managers, Training Planning Coordinators Learning Partners, Customer Learning Representatives, Microsoft Technical Trainer Managers, Learning Partners) to drive scheduling, planning, logistics support, and execution to fulfill customer delivery demand and help meet ACR (Azure Consumed Revenue) targets.

- Serve as single point of contact for learning events and skilling plans for stakeholders, partners, and customers to complete all necessary logistics that ensure delivery success:

• Drive planning, logistics support, and execution to fulfil customer delivery demand and event success.
• Follow established processes and SLAs, utilize program-specific tools and platforms to relay appropriate information about training deliveries as it pertains to scheduling operations coordination
• Staff instructors (MTTs, LPTs etc.) into learning delivery events according based on defined process and requirements
• Cross-team/org partnership & collaboration to ensure logistic needs are being met in a timely manner
• Create and maintain schedule of training events and monitor capacity, adjusting deliveries according to established program guidelines
• Manage all inbound and outbound communications, via established channels, related to instructors and operational elements of learning deliveries, as well as providing operational guidance to learners and stakeholders
• Schedule and coordinate instructor meeting invites for learning events
• Schedule and coordinate Train-the-Trainer (TTT) activities for instructors
• Book interpreters and manage communications between learners, trainers, and service supplier to ensure the ASL interpreter will be prepared to support learner during the event they registered for
• Manage registration and invitation process across all learning events to ensure timely and comprehensive communication to customers.
• Check registration landing pages are created in conformity with scope and SLA
• Manage rosters, enrolment change requests, and waitlists as it pertains to the specific learning delivery requirements
• Provide guidance and support as needed for students and instructors throughout the delivery process
• Manage post-event evaluation and summary reporting as it pertains to the specific learning delivery requirements
• Monitor quality of delivery and signal to relevant POCs as appropriate
• Provide regular status updates and raise impacting issues to your Team Lead
• Integrate new learning program components that require scheduling and delivery operations support.
• Actively participate in UAT and in the optimization of scheduling and delivery operations processes

Required Skills

• Strong English verbal and written communication skills
• Be process-driven, extremely organized, and detail-oriented
• Proven operations experience in a customer-facing role
• Able to deal with ambiguity, be proactive, and drive tasks to closure.
• Capable of juggling multiple projects at once, actively track pending items, and constantly re-prioritize tasks based on changing business needs
• Commitment to customer service and team-oriented management of tasks
• Ability to work with minimal oversight and review and maintain high quality results
• Solid customer relationship and engagement skills
• Ability to work collaboratively within an academic community
• Proven experience in working across cultures
• Ability to interpret client and customer needs
• Proven ability to continually adapt and learn new procedures and software programs
• Exercise sound judgment, tact, diplomacy, integrity, and professionalism in all transactions including communicating and working with confidential and sensitive information
• Proficient with MS Office (Word, PowerPoint, Excel, Visio, Outlook)
• Ability to work flexible hours that correspond with clients, as needed