Customer Experience Program Manager

Microsoft; Redmond (WA); On-site; USD 119,000 - 235,000; Full time

Job summary

Microsoft is looking for a Customer Experience Program Manager to enhance community engagement for Microsoft 365. The ideal candidate will possess strong customer service skills, technical acumen in Microsoft tools, and significant experience in community management. This role involves collaborating with product makers, managing events, and driving customer satisfaction through effective strategies.

Qualifications

• 4+ years of experience in product/technical management.
• Experience in community engagement and event support.
• Familiarity with Microsoft 365 services and tools.

Responsibilities

• Influence and deliver community engagement programs.
• Coordinate internal and external community engagements.
• Act as technical content producer for digital media.

Skills

Customer Service

Empathy

Technical Acumen

Collaboration

Attention to Detail

Analytical Skills

Cross-Collaboration

Education

Bachelor's Degree in Computer Science

Master's Degree in Engineering

Tools

Microsoft 365

Microsoft Teams

SharePoint

Microsoft Forms

Job description

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We are seeking a Customer Experience Program Manager with a deep understanding of Microsoft 365 and experience with Microsoft 365 Copilot and Agents. This person will have a passion for customer service, empathy for the onboarding and usage experience of our customers and deep technical acumen across Microsoft 365 services including but not limited to Copilot Chat, Microsoft 365 Copilot, out of the box and declarative Agents, Copilot Studio, Microsoft Teams, SharePoint/OneDrive, and other components of Microsoft 365.

You will leverage your creativity in the context of a global organization such as Microsoft. You will be interacting & supporting product makers in product management, external community leaders and Microsoft Partners, as well as business users and influencers who are dedicated to Microsoft cloud productivity software.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

• Influence and deliver community engagement programs, highlighting Copilot for Microsoft 365, Copilot Studio, Microsoft Teams and connected experiences across Microsoft 365 in partnership with divisions across Microsoft.
• Coordinate internal and external community engagement to drive quarter over quarter growth and satisfaction including digital skilling events, Ask Microsoft Anything events, and internal community support by gathering compelling speakers, content and activities for our communities at scale.
• Support community presence at flagship and community produced events.
• Act as technical content producer guiding the completion of digital media and event delivery with our team of skilled professionals. This includes content for events, online learning, and learning paths as dictated by product and implementation best practices.
• Maintain impact data and automations on content and communities including attendance, engagement, reach, key content delivery and other metrics as defined.
• Triage and manage new content requests to integrate new features with other existing community and event projects and systems across Microsoft.
• Partner with other community managers who handle a variety of product and role based communities across Microsoft 365.
• Travel to flagship conferences and community events (domestic and international) to be approximately 25% of overall work time.
  
  

Qualifications

Required Qualifications:

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering, product/technical program management, data analysis, or product development
• OR equivalent experience.
• 4+ years’ experience in technical & implementation consulting.
• 4+ years’ experience working with various form & survey creations tools including but not limited to SharePoint, Microsoft Forms and other tools.
• 4+ years working with Microsoft 365, Microsoft Teams, SharePoint, Microsoft 365 Groups and other collaboration solutions from Microsoft.
  

Preferred Qualifications

• Master's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ years experience in engineering, product/technical program management, data analysis, or product development
• OR Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experience in engineering, product/technical program management, data analysis, or product development
• OR equivalent experience.
• Demonstrated ability to craft & execute growth and engagement strategies for communities, events and products.
• Proficient drive for managing/improving overall customer satisfaction and continuous process improvement.
• Effective cross-collaboration skills and ability to impact through influence.
• Effective oral and written communication, organizational, and people skills, including tenacious attention to detail.
• Demonstrated excellent analytical, problem resolution and judgement/decision-making skills; ability to see the big picture and deep dive where needed.
• Flexibility, strong completion skills and ability to work through ambiguity.
• Microsoft Learn Virtual Event Producer and Service Adoption Specialist course completion.
  

Customer Experience Program Mgmt IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $158,400 - $258,000 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until July 14, 2025.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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