Digital Community Support Manager

Microsoft • ,

7d • $142,800 - $304,200 • Hybrid

About The Position

The Digital Community Support Manager leads a multidisciplinary team across Community, social support, creative media, and program delivery. The role shapes sustainable contributor programs and an evidence-led roadmap, working with Support, Product, Engineering, Marketing, and Data partners to improve digital experiences through responsible AI and human oversight.

The role sits within Microsoft’s Customer Experience Architecture organization, which designs AI-enabled integrated Customer Success and Support motions and drives customer-experience architecture improvements across MCAPS-Core. Microsoft’s Community team connects customers with useful support and brings their insights into better products, knowledge, and experiences. Candidates living within 50 miles of Microsoft’s Redmond campus are required to work in the office three days per week.

Requirements

• Bachelor’s degree and 6+ years of experience in engineering, product/technical program management, data analysis, or product development, or equivalent experience.
• At least 1 year of project or people management experience.
• At least 3 years of experience managing cross-functional and/or cross-team projects.
• 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.
• Microsoft is unable to sponsor a work visa for this role due to the nature of the role’s job duties.

Nice To Haves

• Bachelor’s degree and 12+ years of experience in engineering, product/technical program management, data analysis, or product development, or equivalent experience.
• At least 4 years of people management experience.
• At least 8 years of experience managing cross-functional and/or cross-team projects.
• At least 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.

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; obtain 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.
• Embody Microsoft’s culture and values.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager