eCommerce Experience Manager

Microsoft•Redmond, WA

1d•$106,400 - $203,600

About The Position

The eCommerce Experience Manager is an individual-contributor role on Microsoft’s Global Site Experience team within Online Customer Experience (OCE). The role leads complex, cross-functional initiatives across customer journeys and digital experiences, especially where ownership or the path forward is unclear. It turns customer needs, business goals, and performance insights into practical priorities, requirements, and decisions, then aligns partner teams to make progress. The position centers on influence, coordination, and alignment rather than direct people management or end-to-end delivery ownership. The manager partners with Engineering, UX, Studio, Production, Product and Program Management, Analytics, Site Merchandising, and other teams. The role helps create connected customer experiences across platform changes, product launches, and campaigns by surfacing risks early, driving timely decisions, and keeping teams aligned. It also develops reusable standards and readiness practices for consistent eCommerce experiences and global rollouts, while accounting for regional and platform needs. The work draws on customer research, journey behavior, traffic, conversion, experimentation, and operational insights to prioritize improvements and measure results.

Requirements

Master’s degree in Business, Marketing, Economics, Social Science, Computer Science, Information Technology, Communications, Liberal Arts, or a related field and 3+ years of experience in retail, customer service, eCommerce, data science, research, marketing, or business-related roles; or bachelor’s degree in one of these fields and 4+ years of relevant experience; or equivalent experience.
Experience independently leading complex eCommerce, digital product, web platform, or customer experience work.
Experience bringing structure to ambiguous problems and translating business goals, customer needs, and data into clear priorities and decisions.
Experience influencing without direct authority and aligning senior stakeholders and partner teams with different goals and constraints.
Understanding of modern web and content platforms, reusable components, and factors affecting experience quality and launch readiness.
Strong communication skills, including explaining recommendations, raising risks, and driving decisions with senior leaders and working teams.
Ability to use customer research, business data, and experimentation to prioritize work and measure results.

Nice To Haves

Master’s degree in a listed or related field and 6+ years of experience in eCommerce, product management, marketing, or business-related roles; or bachelor’s degree in a listed or related field and 8+ years of relevant experience; or equivalent experience.
5+ years of experience in site merchandising, digital marketing, eCommerce, or product marketing.
3+ years of project management experience.
Experience with large-scale site or platform transformation, enterprise content management systems such as Adobe Experience Manager (AEM), or reusable component ecosystems.
Experience supporting global or multi-market digital experiences, including scalable rollout approaches and regional or market requirements.
Fluency in eCommerce customer journeys, including discovery, product detail pages, buy-box or purchase experiences, content, and campaign touchpoints.
Experience connecting analytics, customer research, experimentation, and operational signals to business and experience decisions.
Experience creating shared standards, readiness expectations, or operating practices across a matrixed organization.
Ability to move between strategy and delivery details while staying focused on customer value, business continuity, and measurable results.

Responsibilities

Lead complex OCE initiatives across customer journeys and digital experiences.
Set clear goals, priorities, guardrails, and measures of success.
Translate business goals, customer needs, and performance insights into actionable priorities and requirements for partner teams.
Coordinate priorities and timing across eCommerce and site transformation work, including components, experiments, content, campaigns, product pages, and purchase experiences.
Identify dependencies, ownership gaps, and readiness risks early; provide leaders with options and recommendations before issues affect customers or launches.
Represent OCE in cross-team planning and delivery discussions.
Connect customer impact and business needs with market requirements and lessons from previous launches.
Build alignment across Engineering, UX, Studio, Production, Product and Program Management, Analytics, Site Merchandising, and other teams without direct authority.
Develop reusable standards and readiness practices that improve the consistency and quality of eCommerce experiences and global rollouts while accounting for regional and platform needs.
Use customer research, journey behavior, traffic, conversion, experiments, and operational insights to prioritize improvements and measure results.
Keep teams aligned through platform changes and feature launches by clarifying decisions, dependencies, ownership, and exit criteria.
Establish durable ways of working, including clear escalation paths, ownership handoffs, and feedback loops.
Embody Microsoft’s Culture & Values.