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 creates and maintains guidance that helps customers resolve problems and use products confidently. In this proposed consumer portfolio, you will coordinate content improvements across product, support and engineering partners, bringing publishing discipline and AI fluency to trusted customer guidance. As a Content Program Manager — Consumer Knowledge, you will build expertise in support scenarios, content measurement and emerging AI-assisted knowledge experiences within a small portfolio team. Location, flexible-work arrangements and travel will be clarified in the approved posting.
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 and values.
Qualifications
Required/minimum qualifications
- 3+ years experience in program management, digital content publishing/management, or experience in a writing or editing role OR equivalent experience.
Other Requirements
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check — this position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
- Master's Degree in Technical Writing, Technical Communication, Communications, Business, Instructional Design, or related field AND 3+ years experience in program management, digital content publishing/management, or experience in a writing or editing role
- OR Bachelor's Degree in Technical Writing, Technical Communication, Communications, Business, Instructional Design, or related field AND 5+ years experience in program management, digital content publishing/management, or experience in a writing or editing role
- OR equivalent experience.
- 3+ years recent experience with knowledge management and/or digital publishing modalities (e.g., Web, social media, in-product, training).
Content Program Management IC3 - The typical base pay range for this role across the U.S. is USD $102,100 - $202,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $133,800 - $219,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
Microsoft Cambridge, Massachusetts, USA Office
255 Main Street, Cambridge, MA 02142, Cambridge, United States, 02142
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