With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
The Skilling and Knowledge Experience (S&KE) team in Microsoft’s CE&S organization empowers customers to self-solve through modern, discoverable content delivered across proactive and reactive channels. As AI transforms how users search and engage, we’re seeking a Search & AI Content Analytics Program Manager to lead end-to-end initiatives that enhance content discoverability and AI-driven deflection. You’ll define the vision, roadmap, and operating model that connect traditional search signals with Copilot and Bing Chat telemetry, partnering across Engineering, Content, and Business Intelligence (BI) to instrument, measure, and scale what works. Your impact will reduce assisted support volume, boost self-help resolution, and guide investments through explainable models and executive-ready reporting.
This role is flexible in that you can work up to 50% from home.
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.