Director of Customer Listening Program

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• Evaluating customer success
• Monitors customer performance and pain points in partnership with the teams and translates issues to product measurable challenges.
• Maintaining Top User Issues by Customer Segment. Tracks key pain points for advertisers, publishers, and partners, ensuring visibility and accountability across the organization.
• Define customer requirements to resolve issues: Lead and motivate teams to prioritize issues for each customer group, partnering to resolve key challenges, and communicate back to users (directly or through sales) when issues resolve.
• Facilitates customer engagement with customer councils, advisory boards, and surveys for structured feedback

• Proven track record of building and scaling customer insight programs, with experience defining strategy, operationalizing systems from scratch, and driving measurable impact across product and business teams.
• Systems thinker with strong program and project management skills, able to operationalize complex workflows, drive accountability across cross-functional teams, and ensure execution against deadlines and milestones.
• Hands-on, detail-oriented, and action-oriented leader, capable of balancing strategic planning with day-to-day execution across multiple fast-moving workstreams.
• Exceptional communicator and influencer, with the ability to distill complex qualitative and quantitative inputs into crisp, executive-ready insights that influence roadmaps and go-to-market strategies at the most senior level.
• Versatile product marketing leader, fluent in customer research methods and tools, skilled in GTM strategy and positioning, and experienced in working with and telling a story from product data.
• Deep knowledge of the advertising market, solutions, and competitors and a keen interest in how generative AI is shaping the future of consumer’s interactions with brands and ads.

Product Marketing IC5 - The typical base pay range for this role across the U.S. is USD $129,200 - $248,800 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 $162,000 - $268,900 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

Microsoft will accept applications for the role until May 20, 2025.

#MicrosoftAI

• Build and lead the Customer Listening Program to generate actionable insights that inform product strategy, roadmap prioritization, and business decision-making.
• Define and operationalize scalable listening methods, including a standardized “menu” of formats, resourcing models, and templates for activation across teams and advance the use of AI in capturing and synthesizing needs and insights.
• Synthesize customer signals into clear, impactful outputs such as insight summaries, executive readouts, and roadmap feedback loops, and represent these insights in leadership forums, driving alignment with Product and Sales leadership.
• Enhance insight capabilities across the org by selecting and managing third-party research tools and partners, and leading enablement programs that equip PMMs to execute high-quality listening efforts.
• Champion a customer-obsessed culture within Product Marketing, the broader MAI Monetization Product org, and with Sales, Marketing, and Business teams.