Microsoft Corporation Global Community Engagement Manager in Redmond, Washington

Microsoft's Social Customer Care team serves over 500 million customers a year in Answers.Microsoft.com and responds to 1 million incoming questions across social channels and in forums globally.

Our aspiration is to modernize and scale Microsoft’s Customer Services and Support (CSS) via social media and online communities, build a thriving community of experts, and create a blueprint for world class social care. We aim to help, empower, and advise customers to get the most out of our products and service.

We are looking for a natural relationship builder who knows what makes a support community tick and understands its impact on the brand, customers, and the support organization.

We need someone who understands key industry trends, can create and drive programs, and build relationships while increasing member contribution. You will shape a team of Community Moderators to foster member interaction across all products and languages.

Having the best interest of the community members at heart, you will make it easy for them to engage, be successful, and quickly find what they need. Your efforts will grow the number of visitors, monthly active users, volunteer contributions, questions, and answers.

You’ll collaborate with colleagues at all levels across engineering, support, marketing, and product groups to create and drive experiments that increase customer engagement and broaden our pool of enthusiastic experts.

Responsibilities

Responsibilities:

  • Serve as the voice and advocate of the community by making the time to listen to them. Share insights with key stakeholders, including platform engineering and service delivery partners who manage technical agent quality.

  • Grow community contribution through programs and engage with top contributors. Provide input to the team on strategy decisions that impact community. Develop requirements and provide input on rollout and communications strategy for all engineering platform and community program changes.

  • Identify opportunities for process and procedure improvements to ensure the community is actively and accurately monitored, synthesized, analyzed, and actioned as appropriate. Help the forums to run smoothly, troubleshoot incidents, and escalate them to the platform lead. Manage communications, ad hoc requests and escalations received from community members.

  • Oversee a team of Global Community Moderators to optimize the health of our community; ensure the moderators are doing a good job supporting experts across different languages and countries we support. Manage the budget and Scope of Work for the Community Moderators.

Qualifications

Qualifications and Requirements:

  • 5+ years experience in online Social/Community

  • 3+ years experience managing online communities and engaging with members directly.

  • Experience leading teams across various products and language communities.

  • Excellent verbal and written skills; ability to communicate with a wide variety of disciplines and audiences both internal to Microsoft, and across a wide range of external customers.

  • Business and strategy leadership with the ability to work effectively across teams and towards common goals.

  • Strong analytical skills with the ability to exercise data-driven decision making and derive insights from data.

  • Experience in a complex multi-team, fast paced, global business environment.

  • Be a self-starter, and team contributor, with effective follow-through on your initiatives.

  • Bachelors or MBA preferred.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form at https://careers.microsoft.com/us/en/accommodationrequest .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.