At Microsoft, our mission is to empower every person and every organization on the planet to achieve more-and the Customer Engagement Team (CET) is where that mission comes to life. As part of the Commercial Solution Areas (CSA), CET leads high-impact executive engagements that deepen customer and partner relationships while accelerating cloud growth and AI transformation. We design and deliver end-to-end experiences that blend curated content, speakers, and immersive storytelling to inspire action. If you're passionate about engaging with customers and want to be at the forefront of innovation, CET offers a dynamic platform to make a meaningful impact and grow your career.
We are seeking a dedicated and experienced Experience Center Operations Manager. We are looking for someone with a passion for excellence to manage the day-to-day operations of Microsoft's new flagship executive engagement facility, ensuring that everything runs smoothly and efficiently to delight our customers and stakeholders. This role will support the Experience Center Director, work closely with the Global Shared Services teams, monitor performance of multiple suppliers, coordinate with various contractors, and collaborate with a broad group of stakeholders to maintain high standards of service and guest satisfaction.
This position is based in Redmond, WA at Microsoft's Experience Center One. This role is business essential and thus requires on-site presence due to the hands-on nature of briefing delivery; with some flexibility for remote work as needed. The travel requirement is typically low (approximately 0-25%), but occasional travel may occur for off-site meetings or coordination with other Experience Centers.
In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.
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.
Responsibilities
Act as primary onsite point of contact for all operational aspects within the Experience Center; serving as a liaison between the supplier teams (Guest Services, Facilities, Culinary, AV/IT Support), the Microsoft team, and a broad group of stakeholders, partners and contractors.
Direct and prioritize resources to ensure delivery of highest-quality customer experiences, including partnering with Experience Center (EC) Director and other key stakeholders in the landing of new initiatives, industry demos, systems, and processes.
Develop and implement pre-opening strategies, policies, and procedures utilizing generative AI and Copilot to enhance productivity and drive efficiencies.
Establish and maintain relationships with key stakeholders, including vendors, contractors, and local businesses.
Lead local EC "CODE" (Content, Operations, Delivery, Execution) Meetings to ensure all programs are aligned on any upcoming projects or installations and serve as primary point person on needs/escalations.?
Prioritize and monitor activities of hospitality, technology, and operations suppliers, establishing efficient processes to ensure consistent and seamless white glove experiences for our guests (technical assistance, catering, transportation, interpretation, furniture changes, facility updates & repairs, etc.).
Collaborate with Real Estate service providers including Lobby Hosts, Janitorial, Maintenance, Security, etc. ensuring adherence to Service Level Agreements and quality of service is maintained.?
Monitor and evaluate guest feedback to continuously improve the guest experience.
Continually review and assess the effectiveness and efficiency of existing policies and procedures while establishing a culture of innovation and self-critical reflection which results in continuous improvement.
Address and resolve guest concerns and issues promptly and professionally.
Conduct regular inspections of the facility to ensure high standards of cleanliness and maintenance.
Ensure compliance with all health, safety, and regulatory requirements, including but not limited to, assisting in emergency situations, as well as, updating safety documentation, ERP bags, etc.
Stay current with industry trends, AI/Copilot, and best practices in executive briefing management.
Lead efforts to create a welcoming and inclusive environment for all guests and team members.
Embody our culture and values .
Qualifications
Required Qualifications:
Bachelor's Degree in Business, Operations, Finance or related field AND 4+ years work experience in program management, process management, process improvement.
OR equivalent experience.
4+ years of experience working in a client-facing environment or facility or in hospitality.
Experience in managing Events, Executive Engagement, or Briefing Industry.
Preferred Qualifications:
Master's Degree in Business, Operations, Finance, 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.
Experience and familiarity with Microsoft M365 products & Industry Trends, including AI & Copilot.
Experience managing new facilities and/or building new programs.
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
Microsoft will accept applications for the role until September 9, 2025.
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .
