Technical Program Manager - Social Operations

Microsoft • Redmond, WA

1d • $100,600 - $199,000

About The Position

Own and scale the operational backbone that enables high-velocity, brand-safe social execution across publishing, community management, platforms, and automation. This role ensures reliable delivery, strong governance, and system health across Sprinklr and Workfront while advancing AI-driven automation to support growth without linear increases in manual effort. This is not a content creation role. It is an operations, platform, and process ownership role focused on execution excellence, governance, and scale.

Requirements

• Bachelor's Degree AND 2+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
• 1+ year(s) of experience managing cross-functional and/or cross-team projects.

Nice To Haves

• Bachelor’s degree in Computer Science, Information Technology, Program Management, Marketing Operations, or related field AND 4+ years of experience in program management, process management, or platform operations OR
• Master’s degree in a related field AND 2+ years of relevant experience
• Proven experience managing complex workflows across social or digital platforms.
• Experience owning operational processes end-to-end with multiple stakeholders.
• Strong understanding of platform governance, QA, and data integrity.
• Experience with Sprinklr and Adobe Workfront (or comparable enterprise platforms).
• Experience driving process optimization using Lean, Six Sigma, BPM, or similar methodologies.
• Familiarity with AI, automation, or agent-based workflow solutions.
• Strong analytical skills with the ability to translate data into operational improvements.
• Experience influencing cross-functional partners without direct authority.
• Comfort operating in high-velocity, high-visibility environments.
• Experience with reporting and dashboarding for operational performance.

Responsibilities

• Publishing & Social Programming Operations • Own the social publishing calendar and execution across channels. • Manage embargoes, real-time adjustments, and incident-driven pauses. • Ensure end-to-end QA for metadata, tagging, compliance, and content completeness. • Support consistent, on-time delivery across always-on and Tier 1 social moments.
• End-to-End Workflow & Workfront Operations • Own the full social intake → routing → approvals → QA → publishing workflow. • Maintain Workfront governance, templates, SLAs, and operational reporting. • Ensure alignment across Social Strategy, Creative, PMM, and vendor teams. • Identify workflow inefficiencies and drive continuous improvements.
• Community Management Operations • Oversee moderation and response workflows across internal teams and agencies. • Manage risk escalations and ensure brand-safe interactions. • Define and enforce SLAs and operating standards for community engagement. • Ensure operational readiness during high-risk or high-visibility moments.
• Sprinklr Administration & Tagging Governance • Own Sprinklr workspace configuration, dashboards, permissions, and automation rules. • Maintain tagging taxonomy and ensure data quality for insights and reporting. • Troubleshoot operational issues and maintain system accuracy and reliability. • Partner with analytics teams to ensure trusted, actionable social data.
• AI & Agentic Operations Enablement • Build and manage Social Ops automation and AI agents. • Partner with Martech and Marketing Engineering on workflow transformation. • Identify and deliver automation opportunities (e.g., tagging, intake triage, scheduling). • Reduce manual operational load and improve scalability across social programs.
• Process Governance, Optimization & Risk Management • Execute end-to-end governance for social operations processes. • Maintain documentation for workflows, controls, systems, and requirements. • Monitor KPIs and process health; translate insights into optimization recommendations. • Identify and mitigate operational and platform risks across the lifecycle.
• Supplier & Partner Governance • Maintain governance for agency and vendor execution. • Standardize supplier processes and monitor performance against SLAs and quality metrics.

What This Job Offers

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