Content Program Manager - Customer Knowledge Experience

Microsoft • ,

3d • $142,800 - $304,200

About The Position

The Content Program Manager — Customer Knowledge Experience will lead people and programs that improve customer-facing content, strengthen partner delivery, and make knowledge easier to discover and maintain. The role sits within the Customer Experience Architecture (CXA) organization, whose Knowledge team helps customers find, understand, and apply trusted guidance across human and AI-assisted support experiences. The position will learn across product, support, and engineering teams while shaping an evidence-led content operating model.

The role sets customer knowledge strategy and a prioritized roadmap across support, self-help, and Learn; owns content lifecycle and quality practices; leads content AI readiness; and builds partnerships across product, engineering, support, vendor operations, localization, and discoverability. It also develops measurement for content health and customer outcomes, communicates trade-offs to executives, coordinates cross-organization programs, and manages and develops an inclusive team.

Candidates living within 50 miles of Microsoft's Redmond campus must work in the office three days per week. Location, flexible-work arrangements, and travel will be specified after recruiting confirms the posting terms.

Requirements

• At least 7 years of experience in program management, digital content publishing and management, or a writing or editing role, or equivalent experience.
• At least 2 years of indirect or direct people management experience.
• Ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.

Nice To Haves

• Master's degree in Technical Writing, Technical Communication, Communications, Business, Instructional Design, or a related field and at least 8 years of experience in program management, digital content publishing/management, or writing/editing; or a bachelor's degree in one of those fields and at least 12 years of such experience; or equivalent experience.
• At least 7 years of recent experience with knowledge management and/or digital publishing modalities such as web, social media, in-product, or training.
• At least 3 years of experience working in a complex, matrixed organization.
• At least 5 years of people management experience.

Responsibilities

• Set a customer knowledge strategy and prioritized roadmap across support, self-help, and 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.
• Embody Microsoft's culture and values.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed