Content Program Manager - Commercial Knowledge

Microsoft • ,

3d • $102,100 - $219,200 • Hybrid

About The Position

The Content Program Manager — Commercial Knowledge will work within Microsoft’s Customer Experience Architecture (CXA) Knowledge team to coordinate technical troubleshooting content with product and support experts. The role focuses on enterprise support scenarios, publishing judgment, AI-assisted workflows with accountable human review, quality controls, content lifecycle management, and evidence-led prioritization within a small portfolio team. The position supports trustworthy, useful customer guidance and AI-enabled customer success and support experiences.

Candidates who live within 50 miles of Microsoft's Redmond campus are required to work in the office three days per week. The role requires passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter. The position will be open for a minimum of five days, with applications accepted on an ongoing basis until filled.

Requirements

• At least 3 years of experience in program management, digital content publishing or management, or a writing or editing role, or equivalent 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 3 years of experience in program management, digital content publishing or management, or a writing or editing role; or equivalent experience.
• Bachelor's degree in Technical Writing, Technical Communication, Communications, Business, Instructional Design, or a related field, and at least 5 years of experience in program management, digital content publishing or management, or a writing or editing role; or equivalent experience.
• At least 3 years of recent experience with knowledge management and/or digital publishing modalities such as web, social media, in-product content, or training.

Responsibilities

• Maintain accurate, relevant customer-facing guidance and use evidence to identify content improvements in an assigned consumer portfolio.
• Coordinate authors, subject-matter experts, and publishing partners to validate, update, and retire content on an agreed lifecycle.
• Use AI tools to generate and improve drafts, verifying claims, provenance, freshness, and customer safety before publication.
• Support consumer content and scenario readiness for evolving self-help platforms by expressing requirements while respecting engineering ownership.
• Measure content quality, discoverability, and customer usefulness, distinguishing observed outcomes from assumptions about deflection.
• Manage scoped plans, deadlines, prioritization, dependencies, and risks under guidance, while keeping stakeholders informed.
• Learn from customer and Community signals and publishing trends; improve clarity, accessibility, and localization readiness.
• Embody Microsoft's culture and values.

What This Job Offers

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