Content Program Manager - Consumer Knowledge

Microsoft • ,

3d • $102,100 - $219,200

About The Position

The Content Program Manager — Consumer Knowledge works within Microsoft's Customer Experience Architecture organization and Knowledge team, coordinating customer-facing content improvements across product, support, and engineering partners for an assigned consumer portfolio. The role brings publishing discipline and AI fluency to trusted customer guidance, while building expertise in support scenarios, content measurement, and emerging AI-assisted knowledge experiences.

The position maintains accurate and relevant guidance, coordinates content through its lifecycle, and uses evidence and customer signals to improve usefulness, clarity, accessibility, discoverability, and localization readiness. It supports readiness for evolving self-help platforms and manages scoped plans, priorities, dependencies, deadlines, and risks under guidance. Candidates who live within 50 miles of Microsoft's Redmond campus are required to work in the office three days per week. Location, other flexible-work arrangements, and travel will be clarified in the approved posting.

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 relevant experience; or bachelor's degree in one of these fields and at least 5 years of relevant experience; 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, 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, expressing requirements while respecting engineering ownership.
• Measure content quality, discoverability, and customer usefulness; distinguish observed outcomes from assumptions about deflection.
• Manage scoped plans, deadlines, prioritization, dependencies, and risks under guidance, 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