{"id":3651644,"url":"https://alion.io/job/microsoft-digital-community-support-manager","title":"Digital Community Support Manager","company":{"id":18,"name":"Microsoft","domain":"microsoft.com","url":"https://alion.io/company/microsoft","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eightfold","truth_index":{"grade":"B","score":83,"open_postings":380,"ghost_share":0.003,"stale_share":0.655,"repost_share":0.018,"time_to_fill_p50_days":29,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Communications","role_family":"Communications","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":142800,"max":274800,"currency":"USD","period":"year","gross":null,"usd_annual":274800},"salary_estimate":null,"experience_years_min":12,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-16T18:15:46Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-03T18:41:35Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":48},"description":"OverviewMCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.\nThe Customer Experience Architecture (CXA) organization leads the design of our AI-enabled integrated Customer Success and Support motions across MCAPS-Core and drives the implementation requirements across end-to-end customer experience architectures, improving the quality and experience KPIs across MCAPS-Core. Within CXA, our Community team connects customers with useful support and brings their insights into better products, knowledge and experiences. As a Digital Community Support Manager, you will lead a multidisciplinary team across Community, social support, creative media and program delivery, shaping sustainable contributor programs and an evidence-led roadmap. Working with Support, Product, Engineering, Marketing and Data partners, you will improve digital experiences with responsible AI and human oversight.\nCandidates who live within 50 miles of Microsoft's Redmond campus will be required to work in the office 3 days per week.\nMicrosoft’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.\nResponsibilities\nSet and deliver the digital Community and proactive social-support strategy, roadmap and operating rhythm, managing priorities, dependencies, risksand investment trade-offs.\n\nManage and develop an inclusive multidisciplinary team across Community, social, creative mediaand program work; set supplier delivery expectations and resolve escalations through authorized vendor leadership.\n\nBuild a sustainable global volunteer and contributor lifecycle, including recruitment, onboarding, support, recognitionand development of trusted community leaders.\n\nLead Community health, moderation, code-of-conduct and crisis-escalation practices with Privacy, Legal and Trust & Safety partners; secure appropriate specialistapprovals rather than making unilateral policy decisions.\n\nTranslate customer advocacy, listening and contributor feedback into agreed Product, Engineering, Support and Knowledge improvements; lead platform-appropriate, accessibleproactive social and digital-media support content.\n\nDefine KPI frameworks and instrumentation with Data partners for Community health, content discoverability, resolutionand self-service; review evidence, attribution limitsand business value with senior leadership.\n\nEvaluate AI-supported deflection, knowledge discovery, workflow, moderation assistanceand analytics through supervised experiments, human oversight and Responsible AI, privacy, security, accessibilityand safety controls.\n\nOther\nEmbody our culture and values. \nQualifications\nRequired/minimum qualifications\nBachelor's Degree AND 6+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.\n\n1+ year(s) project or people management experience.\n3+ years of experience managing cross-functional and/or cross-team projects.\nOther Requirements\nMicrosoft is unable to sponsor a work visa for this role due to the nature of the role’s job duties.\n\nAbility to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check - this position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.\n\nAdditional or preferred qualifications\nBachelor's Degree AND 12+ years experience engineering, product/technical program management, data analysis, or product development OR equivalent experience.\n\n4+ years people management experience.\n8+ years of experience managing cross-functional and/or cross-team projects.\n3+ years of experience in online community management, social media management, customer support, or related digital customer-engagement programs.\nExperience applying AI or automation to customer support, self-service, knowledge discovery, or moderation, with human oversight, and working with specialist teams on digital safety, privacy, security, accessibility, and community governance.\nExperience managing budgets, suppliers, or outsourced services and evaluating the business impact of community or customer-support programs.\nTechnical Program Management M5 - The typical base pay range for this role across the U.S. is USD $142,800 - $274,800 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 $188,000 - $304,200 per year.\nCertain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:\nhttps://careers.microsoft.com/us/en/us-corporate-pay\nThis position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.\nMicrosoft 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.","description_format":"text","description_chars":6580,"description_truncated":false,"requirements":{"experience_years_min":12,"management_years_min":8,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Console Games","Cloud Platforms (IaaS & PaaS)","Gaming Consoles","Developer Tools"],"lifecycle":[{"event":"open","at":"2026-11-03T00:12:39Z"}],"visa":[],"liveness":{"score":20,"band":"cold","label":"Long shot","p_open":1,"p_active":0.567,"p_room":0.36,"age_days":47,"expected_fill_days":29,"reasons":["conf:1","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":{"stated_usd_annual":274800,"is_top_pay":true},"html_url":"https://alion.io/job/microsoft-digital-community-support-manager","json_url":"https://alion.io/job/microsoft-digital-community-support-manager.json","meta":{"generated_at":"2026-11-03T22:59:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1606,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":18},"rest":"https://alion.io/mcp/rest/get_company?id=18"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmicrosoft-digital-community-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmicrosoft-digital-community-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmicrosoft-digital-community-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/microsoft-digital-community-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmicrosoft-digital-community-support-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3651644}},{"tool":"search_jobs","arguments":{"company":"microsoft.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3651644},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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