Overview
MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.
The Customer Experience Architecture CXA organization leads the design of our AI-enabled integrated Customer Success and Support motions across MCAPS-Core and drives the implementation requirements across end-to-end customer experience architectures, improving the quality and experience KPIs across MCAPS-Core. Within CXA, our Knowledge team makes complex product guidance trustworthy and useful for customers. In this proposed commercial portfolio, you will coordinate technical troubleshooting content with product and support experts, using publishing judgment and AI-assisted workflows with accountable human review. As a Content Program Manager — Commercial Knowledge, you will deepen expertise in enterprise support scenarios, quality controls, content lifecycle and evidence-led prioritization within a small portfolio team.
Candidates who live within 50 miles of Microsoft's Redmond campus will be required to work in the office 3 days per week.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
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/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.
Other
- Embody our culture
