Search & AI Content Analytics Program Manager

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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.

3 days / week in-office

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.

Required/minimum qualifications

• 5+ years' experience in program management, digital content publishing/management, or experience in a writing or editing role OR equivalent experience.
• 1+ year(s) experience working in a complex, matrixed organization.

Preferred qualifications:

• Proficient in Google Search Console, Bing Webmaster Tools, BrightEdge (or similar), and defining/measuring AI chat session metrics with platform analytics and telemetry.
• Skilled in Power BI/Fabric for governed models and executive dashboards; experience in experimentation design, forecasting, and scenario modeling.
• Hands-on with Copilot Studio analytics, Azure Application Insights, and KQL; strong SQL skills (Python/R optional) for data validation and accelerated analysis.
• Familiarity with Customer Experience & Success/Customer Service and Support ecosystems, including deflection strategies and support content optimization.
• Experience with SQL (and optionally Python/R) for data validation and analysis acceleration.

Content Program Management IC4 - The typical base pay range for this role across the U.S. is USD $119,800 - $234,700 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 $158,400 - $258,000 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 October 29, 2025

• Help define and drive the Search + AI Content Analytics roadmap, goals, and Key Performance Indicators.
• Implement and validate telemetry across Copilot/Bing Chat, Copilot Studio, and Azure App Insights.
• Establish AI session success metrics (engagement, deflection, resolution quality) and unify with web/Search Engine Optimization (SEO) analytics.
• Operationalize SEO and rich snippet programs using Google Search Console, Bing Webmaster Tools, and BrightEdge; track and scale wins.
• Run experiments and forecasts guide prioritization and investment.
• Deliver executive-ready dashboards and semantic models in Power BI/Fabric; manage monthly refresh and adoption.
• Align Engineering, Product, Content, BI, and vendors to land scalable, on-time changes.