Digital Community Support Manager

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 Community team connects customers with useful support and brings their insights into better products, knowledge and experiences. As a Digital Community Support Manager, you will lead a multidisciplinary team across Community, social support, creative media and program delivery, shaping sustainable contributor programs and an evidence-led roadmap. Working with Support, Product, Engineering, Marketing and Data partners, you will improve digital experiences with responsible AI and human oversight.

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 and deliver the digital Community and proactive social-support strategy, roadmap and operating rhythm, managing priorities, dependencies, risks and investment trade-offs.

• Manage and develop an inclusive multidisciplinary team across Community, social, creative media and program work; set supplier delivery expectations and resolve escalations through authorized vendor leadership.

• Build a sustainable global volunteer and contributor lifecycle, including recruitment, onboarding, support, recognition and development of trusted community leaders.

• Lead Community health, moderation, code-of-conduct and crisis-escalation practices with Privacy, Legal and Trust & Safety partners; secure appropriate specialist approvals rather than making unilateral policy decisions.

• Translate customer advocacy, listening and contributor feedback into agreed Product, Engineering, Support and Knowledge improvements; lead platform-appropriate, accessible proactive social and digital-media support content.

• Define KPI frameworks and instrumentation with Data partners for Community health, content discoverability, resolution and self-service; review evidence, attribution limits and business value with senior leadership.

• Evaluate AI-supported deflection, knowledge discovery, workflow, moderation assistance and analytics through supervised experiments, human oversight and Responsible AI, privacy, security, accessibility and safety controls.

Other

• Embody our culture and values.

Qualifications

Required/minimum qualifications

• Bachelors Degree AND 6+ years experience in engineering, product/technical program management, data analysis, or product development

• OR equivalent experience.

• 1+ year(s) project or people management experience.

• 3+ years of experience managing cross-functional and/or cross-team projects.

Other Requirements

• Microsoft is unable to sponsor a work visa for this role due to the nature of the role's job duties.

• 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

• Bachelors Degree AND 12+ years experience engineering, product/technical program management, data analysis, or product development

• OR equivalent experience.

• 4+ years people management experience.

• 8+ years of experience managing cross-functional and/or cross-team projects.

• 3+ years of experience in online community management, social media management, customer support, or related digital customer-engagement programs.

• Experience applying AI or automation to customer support, self-service, knowledge discovery, or moderation, with human oversight, and working with specialist teams on digital safety, privacy, security, accessibility, and community governance.

• Experience managing budgets, suppliers, or outsourced services and evaluating the business impact of community or customer-support programs.

Technical 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.