eCommerce Experience Manager

Microsoft•Redmond, WA

1d•$106,400 - $222,600

About The Position

The eCommerce Experience Manager is an individual contributor 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, translating customer needs, business goals, and performance insights into priorities, requirements, and decisions. It emphasizes influence, alignment, and coordination rather than direct people management or sole ownership of end-to-end delivery. The manager partners with Engineering, UX, Studio, Production, Product and Program Management, Analytics, Site Merchandising, and other teams to improve connected customer experiences. The role surfaces dependencies and risks, drives timely decisions, and keeps teams aligned through platform changes, product launches, campaigns, and global rollouts. It also develops reusable standards, readiness practices, ownership handoffs, escalation paths, and feedback loops, using customer research, journey behavior, traffic, conversion, experimentation, and operational insights to prioritize improvements and measure outcomes.

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 a bachelor’s degree in one of these fields and 4+ years of such experience; or equivalent experience.
Experience independently leading complex eCommerce, digital product, web platform, or customer experience work.
Experience structuring 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 differing 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 such 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 focusing on customer value, business continuity, and measurable results.

Responsibilities

Lead complex OCE initiatives across customer journeys and digital experiences, setting goals, priorities, guardrails, and measures of success.
Translate business goals, customer needs, and performance insights into clear 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, and provide leaders with options and recommendations.
Represent OCE in cross-team planning and delivery discussions, connecting customer impact and business needs with market requirements and lessons from previous launches.
Build alignment across partner teams without direct authority.
Develop reusable standards and readiness practices that improve eCommerce experience consistency 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 escalation paths, ownership handoffs, and feedback loops.
Embody Microsoft’s Culture & Values.