Business Program Manager - Field & Customer Community Programs

Microsoft is a global leader in technology, seeking a Business Program Manager for Field & Customer Community Programs within the Customer Experience and Success organization. This role focuses on enhancing the employee experience through strategic communications, recognition programs, and AI-driven initiatives to support customer success and engagement.

Responsibilities:

• 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

Requirements:

• 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
• 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
• 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