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 Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

The Business Program Manager - Field & Customer Community Programs shapes and delivers clear, engaging programs and communications that elevate the employee experience across Customer Success. This role translates business priorities into compelling stories, leads recognition and awards programs, and applies an AI‑first mindset to modernize how employees connect to strategy, culture, and impact.

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.

Lead strategic, employee centric communications that elevate the end-to-end employee experience across Customer Success, translating business priorities, change initiatives, and leadership direction into clear, engaging, and human centered narratives.

• Own and evolve communications for employee recognition and awards programs, including awards, milestones, and performance-based recognition—ensuring programs are clearly understood, consistently amplified, and emotionally resonant across audiences and channels.
• Partner closely with senior leaders and cross functional stakeholders (HR, Employee Experience, Business Operations, Comms peers) to shape storytelling that reinforces culture, belonging, purpose, and appreciation—connecting recognition efforts to broader organizational values and outcomes.
• Develop and deliver executive ready messaging (talk tracks, announcements, scripts, toolkits) that support employee engagement moments such as awards launches, program milestones, organizational updates, and leadership communications.
• Lead with an AI first communications perspective, leveraging AI and Copilot powered tools to:
  • Accelerate content creation, iteration, and personalization
  • Analyze sentiment, engagement signals, and feedback to inform messaging
  • Scale recognition storytelling while maintaining authenticity and human tone
  • Apply strong judgment and decision making to prioritize communications, define success criteria, anticipate employee impact, and proactively manage risks, dependencies, and change fatigue.
  • Drive integrated, multi channel execution across email, Teams, Viva Engage, presentations, and live moments—matching message, modality, and timing to employee needs and moments that matter.
  • Use data, insights, and employee feedback to measure effectiveness, identify opportunities to improve reach and engagement, and continuously refine recognition and employee experience communications.
  • Model informal leadership and influence without authority, setting a high bar for clarity, inclusivity, quality, and AI enabled best practices across the communications ecosystem.
• Operate independently with limited supervision, owning complex, high visibility communications initiatives that require strategic thinking, cross group alignment, and trusted execution.

Other

• Embody our culture and values.

Required/minimum qualifications

• Bachelor's Degree in Business, Communications, Journalism, Marketing, Public Relations, or related field AND 4+ years experience in program management, process management, or process improvement
  • OR equivalent experience.

Additional or preferred qualifications

• Master's Degree in Business, Communications, Journalism, Marketing, Public Relations, or related field AND 6+ years experience in program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement
  • OR equivalent experience.
• 4+ years of professional experience in communications, including employee communications, executive communications, corporate communications, or related disciplines, with demonstrated ownership of end‑to‑end communications initiatives.
• Proven ability to develop and execute communications strategies, translating business priorities and complex topics into clear, compelling narratives across multiple channels and audiences.
• Proven writing, editing, and storytelling skills, with experience independently developing content and providing final edits for leadership‑ready communications.
• Experience partnering with cross‑functional stakeholders, demonstrating sound judgment, relationship management, and the ability to align diverse perspectives to shared outcomes.
• Demonstrated ability to manage multiple priorities simultaneously, execute with accuracy and quality, and adapt communications based on feedback, data, and evolving business needs.
• Working knowledge of risk and issue management, including the ability to proactively identify potential reputational risks and support mitigation of low‑ to moderate‑risk issues.

Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 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 $123,500 - $206,400 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.