With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Global Customer Experience (GCX) organization empowers Microsoft to deliver transformative customer and partner experiences through planning, co-creating, executing, and driving adoption of our Customer Experience (CX) strategy. Our bold ambition is to see Microsoft recognized as the CX leader across industries. Join us today to be at the forefront of CX strategy, innovation, and to deliver business value through prioritized CX improvements and customer obsessed culture at scale!
The GCX Data & Operations team is hiring a CX Instrument Manager to support a portfolio of customer, partner, and employee listening instruments. This role involves collaborating with cross-functional teams, gathering requirements, preparing documentation, managing stakeholder relationships, and ensuring seamless survey execution from development to delivery. The individual will partner with technical teams to ensure that survey instruments, reporting, and sample management are executed effectively to meet business needs and enhance customer experience insights.
This role is flexible in that you can work up to 100% from home.
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
Gathering Requirements:
Work closely with internal business stakeholders to understand survey needs and objectives.
Translate business requirements into detailed specifications for survey instruments, questionnaires, and associated processes.
Engage with stakeholders to refine and prioritize survey features and improvements based on evolving needs.
Preparing Business Requirements Documents (BRDs):
Develop comprehensive BRDs that clearly define survey instrument functionality, reporting requirements, and sample management.
Collaborate with stakeholders to ensure alignment on the scope, deliverables, and timeline for survey instrument development.
Prioritization of Features and Changes:
Evaluate and prioritize survey instrument feature requests and changes based on business value, impact, and feasibility.
Work with stakeholders to ensure critical features are developed and delivered in a timely manner.
Partnership with Technical Teams:
Collaborate with survey development teams (e.g., survey platform developers, sample management teams) to deliver high-quality questionnaires, survey samples, and reporting tools.
Ensure all technical deliverables meet business requirements and support effective data collection and analysis.
User Acceptance Testing (UAT):
Participate in UAT to validate survey instruments, reporting, and sample functionality.
Identify and report any issues or discrepancies, working closely with technical teams to resolve before the survey launch.
Fieldwork Monitoring:
Oversee the fieldwork process to ensure surveys are executed as planned, including sampling, data collection, and reporting.
Ensure timely resolution of any issues that arise during the fieldwork phase.
Monitoring Development and Reporting Status:
Monitor the progress of survey instrument development, ensuring all milestones are met.
Provide regular status updates to business stakeholders regarding development progress, timelines, and risks.
Facilitating Governance Meetings:
Facilitate monthly / quarterly governance meetings with business stakeholders, providing updates on the status of ongoing surveys, identifying roadblocks, and aligning on key priorities.
Ensure clear communication and alignment on all survey-related initiatives during these meetings.
Other Responsibilties:
Embody our?culture (https://careers.microsoft.com/v2/global/en/culture) ?and?values (https://www.microsoft.com/en-us/about/corporate-values)
Qualifications
Required/minimum qualifications
Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 4+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
OR equivalent experience.
5+ years of experience in survey operations, customer experience, or related fields, with a strong focus on survey instrument management.
Strong project management skills with experience managing cross-functional teams.
Proven ability to gather business requirements and translate them into technical solutions.
Excellent communication, problem-solving, and stakeholder management skills.
Additional or preferred qualifications
Master's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 6+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
OR Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 8+ years experience in change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management OR equivalent experience.
Customer Experience 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:
US corporate pay information | Microsoft Careers (https://careers.microsoft.com/v2/global/en/us-corporate-pay.html)
Microsoft will accept applications for the role until October 12, 2025.
CES #GCX
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) .
