Content Program Manager - Customer Knowledge Experience

Overview

MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.

The Customer Experience Architecture (CXA) organization leads the design of our AI-enabled integrated Customer Success and Support motions across MCAPS-Core and drives the implementation requirements across end-to-end customer experience architectures, improving the quality and experience KPIs across MCAPS-Core. Within CXA, our Knowledge team helps customers find, understand and apply trusted guidance across human and AI-assisted support experiences. As a Content Program Manager - Customer Knowledge Experience, you will lead people and programs that improve customer-facing content, strengthen partner delivery and make knowledge easier to discover and maintain. You will learn across product, support and engineering teams while shaping an evidence-led content operating model. Location, flexible-work arrangements and travel will be specified after recruiting confirms the posting terms.

Candidates who live within 50 miles of Microsofts Redmond campus will be required to work in the office 3 days per week.

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

• Set a customer knowledge strategy and prioritized roadmap across support/self-help/Learn, using research and customer signals to guide investment.

• Own content lifecycle and quality practices for creation, validation, maintenance and retirement; make freshness, trust and customer usefulness measurable.

• Lead AI readiness for content through clarity, metadata, source provenance, answerability and human review; manage risks rather than promising automated accuracy.

• Build partnerships across product, engineering, support, vendor operations, localization and discoverability, translating content needs into agreed delivery plans.

• Turn Community and support insights into formal knowledge improvements, with shared attribution, feedback and governance.

• Establish content-health and customer-outcome measures, communicate trade-offs to executives and deliver coordinated cross-organization programs.

• Manage and develop an inclusive team through clear priorities, coaching, accountability and sustainable capacity planning.

Other

• Embody our culture and values.

Qualifications

Required/minimum qualifications

• 7+ years experience in program management, digital content publishing and management, or experience in a writing or editing role

• OR equivalent experience.

• 2+ years indirect or direct people management experience.

Other Requirements

• Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check - this position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Additional or preferred qualifications

• Masters Degree in Technical Writing, Technical Communication, Communications, Business, Instructional Design, or related field AND 8+ years experience in program management, digital content publishing/management, or experience in a writing or editing role

• OR Bachelors Degree in Technical Writing, Technical Communication, Communications, Business, Instructional Design, or related field AND 12+ years experience in program management, digital content publishing/management, or experience in a writing or editing role

• OR equivalent experience.

• 7+ years recent experience with knowledge management and/or digital publishing modalities (e.g., Web, social media, in-product, training).

• 3+ years experience working in a complex, matrixed organization.

• 5+ years people management experience.

Content Program Management M5 - The typical base pay range for this role across the U.S. is USD $142,800 - $274,800 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 $188,000 - $304,200 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

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.