Manager, Microsoft Licensing Operations

Why you’ll love Softchoice:

We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.

We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.

The impact you’ll have:

You will own the operational engine behind our Microsoft transactional, workplace and cloud business—ensuring customers’ subscriptions and licensing needs are executed accurately, compliantly, and fast, while aggressively modernizing how we run: automating workflows, simplifying the customer experience, and scaling capacity through tools, data, and continuous improvement.

This is a role for someone who knows the fundamentals (quoting, contracts, order fulfillment, maintenance, Microsoft program requirements) and is equally obsessed with the future: modern commerce motions, customer outcomes, and operational excellence powered by AI and automation.

This role is hybrid with the expectation of working in the Toronto office 2-4 times per month.

What you’ll own:

• Flawless execution of Microsoft licensing operations—timely, accurate, compliant processing of customer licensing contracts and orders.
• Operational performance against defined KPIs, productivity targets, quality measures, and SLAs.
• A modern, scalable operating model—driven by automation, streamlined processes, and smarter tools (less manual work, fewer touches, faster cycle times).
• A high-performing team—hired, coached, developed, and retained with clarity, pace, and strong leadership presence.
• Cross-functional alignment—tight partnerships with the partner, Sales, Microsoft Presales teams, Customer Success, Finance, IT and other corporate stakeholders to elevate customer service and operational effectiveness.

How you show up:

• Owner mindset: You don’t just “manage tasks”—you own outcomes, remove blockers, and drive to closure.
• Innovation-forward: You challenge “how we’ve always done it” and pursue better: automation, standardization, and smarter workflows.
• Customer-first operator: You connect operational decisions to real customer impact (speed, accuracy, clarity, compliance, confidence).
• Calm, strong escalation point: You resolve team/process issues decisively and communicate clearly.

What you’ll do:

1) People Leadership & Team Development

• Acquire, develop and retain employees. Initiate and drive the hiring process to fill critical roles with desired profile and competencies.
• Build a high performing team capable of executing consistently on team deliverables.
• Provide vision, strategy and objectives for the team; constantly connecting them to the business at large.
• Provide regular coaching, development and performance management through 1:1s.
• Complete and conduct performance reviews and objective monitoring.
• Build team knowledge and camaraderie through regular team meetings, scorecard reviews, and ongoing communications.
• Drive resolution of issues related to operations, staffing requirements, scheduling and workflow management.

2) Operational Strategy, Execution & Compliance

• Execute process improvements to meet and exceed customer commitments to service their accounts (SLAs), including accuracy and turnaround time.
• Manage and execute on the business and operations strategy to ensure alignment with the overall corporate strategy.
• Manage to best practices that drive compliance to program requirements to optimize fees/rebates and reduce costs/steps.
• Responsible for timely, accurate and compliant processing of all license contracts; including contract processing and order fulfillment.
• Manage team performance to achieve established KPIs for productivity, quality, and goal accomplishment.
• Ongoing audits of processes and systems to ensure they fulfill the mission efficiently and effectively.
• Be the escalation point that resolves customer-impacting issues.
• Keep current on best practices, Microsoft program compliance policies, and emerging tools and standards related to licensing programs.

3) Automation, Innovation & Continuous Improvement

• Identify high-friction workflows and eliminate manual steps through automation, smarter tooling, and standard operating routines.
• Build an improvement pipeline: prioritize, test, implement, measure, and scale changes that improve cycle time and quality.
• Partner with internal stakeholders to drive system/tool improvements and adoption that stick.
• Use data and scorecards to spot trends, forecast workload, prevent defects, and drive measurable outcomes.

4) Cross-Functional Partnership & Customer Experience

• Build relationships with partner, Sales, Microsoft Presales teams, Customer Success, Finance, IT and other corporate stakeholders to improve customer service, compliance, and operational effectiveness.
• Work with Sales, Operations, Enablement and Customer Success leadership to develop and educate best practices for streamlined customer fulfillment of Microsoft orders.
• Promote and create synergies between Microsoft Operations and other teams across the business.
• Communicate effectively with senior stakeholders with clear, outcome-based updates.

5) Business Management, Roadmaps & Risk

• Ensure teams are delivering to operational metrics, including monitoring and delivering scorecards.
• Drive operational and cost improvements through process and tool/system improvements.
• Assist in developing a prioritized roadmap for systems enhancements aligned with department and corporate IT strategy.
• Identify risks and implement a risk management strategy for processes managed by Microsoft Operations.
• Provide functional advice to internal client groups on how Microsoft Operations integrates with their business units.

What you’ll bring to the table:

• 5+ years of leadership experience in technology, sales, pre-sales, customer success, or operations.
• Proven success in building and managing Microsoft licensing, sales or customer operations.
• Microsoft CSP experience highly preferred.
• Microsoft volume licensing program management or other software vendor program management and analytics experience for quote/contract/order fulfillment improvement.
• College or university education.
• Business improvement or project management certification preferred.
• Salesforce experience preferred.
• Power BI experience preferred.

Compensation:

A reasonable estimate of the current base pay range for this position in Ontario is $100,000 to $115,000 annually + 12% Target Incentives.

Actual salary will be based on a variety of factors, including location, experience, skill set, education, and related certification. The range for this position in other geographic locations may differ.

Softchoice offers a comprehensive and competitive benefit plan to all full-time employees, which includes:

• Health and Wellbeing: Medical and Dental Care, Employee & Family Assistance Program
• Financial Benefits: RRSP/DPSP Retirement Savings Plan with Company Matching, Life and Disability Insurance
• Paid Time Off: Vacation and Sick Leave, Holidays, Parental Leave, Volunteer Days, Bereavement Leave
• Additional Perks: Employee Discount Program

Not sure if you qualify? Think about applying anyway:

We understand that not everyone brings 100% of the skills and experience for the role.

At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.

Why You’ll Love Working Here:

• The People: You’ll thrive in our collaborative environment, surrounded by incredible colleagues who foster support and innovation, driving our collective success
• High-Performing Culture: At Softchoice, we are dedicated to achieving our goals and committed to success for our customers and each other
• Flexibility: Plan your workdays in a way that suits you best
• Award-Winning Workplace: Proudly recognized as a Great Place to Work for 20 consecutive years
• Inclusive Culture: We are committed to an inclusive culture where every team member can be their authentic self
• Competitive Benefits: Benefit from competitive perks that start on day one

Inclusion & Equal opportunity employment:

We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.

Require accommodation? We are ready to help:

We are proud to provide interview & employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to . We are committed to working with you to best meet your needs.

Our commitment to your experience:

We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.

Before you start with us, we will conduct a criminal record check, verify your education, and check your references.

When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.

Job Requisition ID: 7369

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