eCommerce Experience Manager

Overview In Consumer eCommerce, our purpose is to earn fans and drive growth by building emotional connections that delight and empower everyone. We engage consumers globally throughout their shopping journeys across direct channels in Gaming, Windows, Microsoft 365, and Surface. As a member of our Online Customer Experience (OCE) team, you will help grow a multi-billion-dollar business, explore new areas of innovation, and contribute to a culture grounded in growth mindset, excellence, and inclusion. The eCommerce Experience Manager , which sits within the Global Site Experience team, leads complex, cross-functional work where ownership or the path forward may not be clear. They turn customer needs and business goals into practical priorities, requirements, and decisions, then bring the right teams together to make progress. This is an an individual contributor role centered on influence, alignment, and coordination rather than direct people management or end-to-end delivery ownership. This person partners closely with Engineering, UX, Studio, Production, Product and Program Management, Analytics, and Site Merchandising. They help create a more connected customer experience by surfacing risks early, driving timely decisions, and keeping teams aligned through platform changes, product launches, and campaigns. 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. 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.

Responsibilities

• Lead complex OCE initiatives across customer journeys and digital experiences. Set clear goals, priorities, guardrails, and measures of success.
• Turn business goals, customer needs, and performance insights into clear priorities and requirements that partner teams can act on.
• Coordinate priorities and timing across eCommerce and site transformation work, including components, experiments, content, campaigns, product pages, and purchase experiences.
• Spot dependencies, ownership gaps, and readiness risks early. Give leaders clear options and recommendations before issues affect customers or launches.
• Represent OCE in cross-team planning and delivery discussions. Connect customer impact and business needs with market requirements and lessons from previous launches.
• Build alignment across Engineering, UX, Studio, Production, Product and Program Management, Analytics, Site Merchandising, and other teams without direct authority.
• Develop reusable standards and readiness practices that improve the consistency and quality of eCommerce experiences and global rollouts while accounting for regional and platform needs.
• Use customer research, journey behavior, traffic, conversion, experiments, and operational insights to prioritize improvements and measure results.
• Keep teams aligned through platform changes and feature launches by clarifying decisions, dependencies, ownership, and exit criteria.
• Establish ways of working that last beyond a single project, including clear escalation paths, ownership handoffs, and feedback loops.
• Embody our [Culture]( #) & [Values]( #)

Qualifications

Required/minimum qualifications

• Master's Degree in Business, Marketing, Economics, Social Science, Computer Science, Information Technology, Communications, Liberal Arts, or related field AND 3+ years experience in retail, customer service, ecommerce, data science, research, marketing or business-related roles
• OR Bachelor's Degree in Business, Marketing, Economics, Social Science, Computer Science, Information Technology, Communications, Liberal Arts, or related field AND 4+ years experience in retail, customer service, ecommerce, data science, research, marketing or business-related roles
• OR equivalent experience.

Additional or preferred qualifications

• Master's Degree in Business, Marketing, Economics, Social Science, Computer Science, Information Technology, Communications, Liberal Arts, or related field AND 6+ years experience in ecommerce, product management, marketing or business-related roles OR Bachelor's Degree in Business, Marketing, Economics, Social Science, Computer Science, Information Technology, Communications, Liberal Arts, or related field AND 8+ years experience in ecommerce, product management, marketing or business-related roles OR equivalent experience.
• Experience independently leading complex eCommerce, digital product, web platform, or customer experience work.
• Experience bringing structure to ambiguous problems and translating business goals, customer needs, and data into clear priorities and decisions.
• Experience influencing without direct authority and aligning senior stakeholders and partner teams with different goals and constraints.
• Understanding of modern web and content platforms, reusable components, and the factors that affect experience quality and launch readiness.
• Strong communication skills, including the ability to explain recommendations, raise risks, and drive decisions with both senior leaders and working teams.
• Ability to use customer research, business data, and experimentation to prioritize work and measure results. Additional/Preferred Qualifications
• 5+ years experience in site merchandising, digital marketing, eCommerce, or product marketing.
• 3+ years project management experience.
• Experience with large-scale site or platform transformation, enterprise content management systems such as Adobe Experience Manager (AEM), or reusable component ecosystems. • Experience supporting global or multi-market digital experiences, including scalable rollout approaches and regional or market requirements.
• Fluency in eCommerce customer journeys, including discovery, product detail pages, buy-box or purchase experiences, content, and campaign touchpoints.
• Experience connecting analytics, customer research, experimentation, and operational signals to business and experience decisions.
• Experience creating shared standards, readiness expectations, or operating practices across a matrixed organization.
• Ability to move comfortably between strategy and delivery details while staying focused on customer value, business continuity, and measurable results.

eCommerce IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 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 $137,600 - $222,600 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft 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.]( #)