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Senior Content Experience Manager, Microsoft

The Office Modern Assistance Experience team is looking for a Senior Content Experience Manager to help define and drive the vision for Office help, how-to, and engagement content. We want to bring customer needs further into content planning, and build valuable coaching and end-to-end information experiences further upstream in the Office product UI. We’re challenging conventions, rethinking assistance models, and redesigning content to help users love Office products – at work, home, and school.

We’re looking for a seasoned leader with 5+ years of management experience and these skills:
Content strategist with technical aptitude and end-user sensibilities, and a very modern, human take on end-user assistance/engagement scenarios and storytelling.
Customer advocate with user experience (UX) knowledge.
Data-driven planner who seeks out customer insights.
A savvy process optimizer who can streamline work intake and keep the team focused on the most impactful deliverables.
Inspiring leader; creative and strategic thinker.
Content designer or information architect.
Versatile content visionary-encompassing both words and visuals-with an ear for natural language and an eye for modern content delivery mechanisms.

Primary responsibilities include:
Lead, coach, and inspire writers for a portfolio of core Office products, creating clarity, energy, and vision-fueled focus for the team.
Partner with colleagues across Content, Design, Engineering, Product Management, Marketing, Support, and other teams, to craft big experience visions and drive impactful outcomes.
Optimize use of tools, processes, and resources to enable maximum output and quality.
Ensure that customers remain at the core of our work; using or creating user input/feedback channels and methods for input and constant improvement.

Must-have qualifications
Exceptional leadership and people management skills demonstrated over a period of 5 years or more.
Proven track record of growing talent within an organization; multiple experiences over a career desired.
Ability to develop and communicate content strategy, direction, and innovation (across a portfolio of content) – upward, downward, and outward, across multiple disciplines, topics, and tasks.
Excellent project management and communication skills; ability to keep a project plan with multiple stakeholders on track.
Prowess with managing an organization through significant change and growth, and planning and executing major content improvements.
Experience successfully driving and delivering large content set releases in multiple formats (in-app and online help; text and video/visuals;, etc.) in multiple languages.
Ability to view & solve organizational and product challenges in terms of customer needs, organizational needs, and team engineering/tools challenges concurrently.
Successful track record of building positive cross-group and cross-functional relationships.
Excellent communication skills with an entrepreneurial problem-solving spirit that’s innovative, accountable, and inclusive of multiple stakeholders.
Demonstrated ability to use quantitative and qualitative data to make decisions and recommendations.
Proven history of collaboration and innovation with multiple disciplines, including but not limited to engineering, product management, marketing, and support.
Bachelor or Master’s Degree in one of the following: Writing, Technical Communication, Content Strategy, Storytelling, Information Management, or a related field.

Bonus Qualifications

Experience with content management systems (CMS), metadata systems, and SEO.
Experience with Artificial Intelligence and Chatbots.
Experience with Microsoft Office products.
Experience driving usability testing or user research (or other user feedback channel) for your content deliverables – with demonstrated impact.

Contact: Apply online.