Microsoft — Standardizing Operations

Enterprise programs delivered through Upwork

Building Structure and Scale in Enterprise PO Operations

A five-year engagement managing enterprise PO-support operations across Microsoft and Indeed programs. Covering team leadership, PO workflows, reporting, stakeholder coordination and consistent service delivery at scale.

AT A GLANCE

Client

Microsoft and Indeed enterprise programs through Upwork

Focus

Enterprise PO Operations & Team Management

Services

Program Management, Workflow Optimization, Reporting, Team Coordination

Outcome

Clearer workflows, scalable support operations and consistent service delivery

The Challenge

High-volume PO-support requirements
Changing processes and client requirements
Coordination between hiring managers, support teams and operational stakeholders
Limited visibility across pending requests, issues and responsibilities
Need to maintain white-glove service quality while scaling the team

"David managed the Purchase Order support team, which helps provide white-glove services for HMs on Microsoft. He managed to keep maintaining high quality despite the ongoing changes."
— John De O.

What We Did

Managed enterprise PO-support operations and the supporting team
Coordinated PO requests, MyOrder processes and pending-item tracking
Created process guidelines, email templates, trackers and reporting routines
Established weekly coordination meetings and individual team check-ins
Onboarded and trained an entirely new support team
Monitored service quality, issues, PO spending and SLA-focused delivery
Coordinated stakeholders and work across time zones

Result

Greater structure and operational clarity
More consistent support for hiring managers
Improved issue and request visibility
A support team capable of scaling during demanding periods
Continued service quality despite changing requirements
More than $20 million managed across the broader enterprise PO portfolio over five years

Deliverables

Workflow map · SOPs · Reporting rhythm · Ownership matrix · Process documentation

KEY IMPROVEMENTS

Measurable Impact Across the Organization

01 Clearer PO Workflows

Defined steps, ownership and escalation points improved operational clarity.

02 Better Visibility

Trackers and reporting routines improved visibility across pending requests, spending and issues.

03 Scalable Team Structure

Onboarding, training and team routines helped develop an effective support unit.

04 Consistent Service Quality

Clear processes and coordination helped maintain white-glove support through ongoing change.

SERVICES USED

Project & Operations Management

Reporting & KPI Visibility

Team Coordination & Process Adoption

Workflow & Process Optimization

CLIENT FEEDBACK

building structure, organization and new PO-support processes that enabled the team to scale.

John O.

onboarding and developing an entirely new support team during a busy period.

Lisa Jackson

maintaining high-quality white-glove Microsoft support despite ongoing changes.

John De O.

Case Studies

Growth Strategy & Process Design

Helped Lifted streamline their sales workflows
Produced clear offers and drove higher quality growth.