Job description

Overview We are seeking a Senior Marketing Manager, Digital Trust & Global Regulations (Program Ops) to help customers and field teams resolve trust and regulatory barriers to technology adoption. This individual contributor role manages the operational lifecycle of customer and field inquiries, from intake and prioritization through expert coordination, direct customer engagement, resolution tracking, and business reporting. Working across Security Marketing, CELA(Corporate, External, and Legal Affairs), Sales, Product, Engineering, and Support, the role brings clarity, accountability, and consistent execution to complex trust engagements. The role will strengthen scalable operating processes, connect customer and field engagement workflows, and translate recurring trust issues into actionable insights that improve customer experiences, field readiness, and measurable business impact. Responsibilities • Manage unified intake, triage, prioritization, routing, follow-up, resolution tracking, and reporting for trust and regulatory inquiries across the Service Trust Portal, regulations@microsoft.com, and field channels. • Provide direct support for complex customer and field questions. • Partner with sellers, CELA (Corporate, External, and Legal Affairs), Product, Engineering, and Support to resolve trust blockers and enable confident technology adoption. • Establish clear accountability, service expectations, escalation pathways, and repeatable playbooks that improve the quality and consistency of customer and field support. • Connect internal field engagement with external community and event journeys through coordinated contact, registration, preference, and handoff workflows, keeping support-case information and marketing permissions distinct. • Analyze recurring trust and regulatory issues to identify adoption barriers, proactive engagement opportunities, and priorities for field guidance and program improvement. • Develop executive-ready reporting on time to triage and resolution, blockers removed, service quality, CRM data quality, CELA-supported deal outcomes, and validated business influence. • Manage business requirements and operational workflows while partnering with platform owners on architecture and integrations, and with the Community role on audience strategy and engagement. Qualifications Required/minimum qualifications • Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement OR equivalent experience. Additional or 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 in business operations, program management, or complex customer-facing issue resolution. • Experience coordinating cross-functional stakeholders and managing issues from intake through resolution. • Experience developing CRM workflows, operational processes, service expectations, and continuous-improvement practices. • Ability to translate customer and field insights into actionable recommendations and executive-ready reporting. • Effective communication, analytical, organizational, and stakeholder-management skills. • Experience in cybersecurity, digital trust, privacy, compliance, regulatory programs, or regulated industries. Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $97,600 - $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 $125,000 - $206,400 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: careers.microsoft.com 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.

Requirements

Must-haves

Manage unified intake, triage, prioritization, routing, follow-up, resolution tracking, and reporting for trust and regulatory inquiries across the Service Trust Portal, regulations@microsoft.com, and field channels.
Provide direct support for complex customer and field questions.
Partner with sellers, CELA (Corporate, External, and Legal Affairs), Product, Engineering, and Support to resolve trust blockers and enable confident technology adoption.
Establish clear accountability, service expectations, escalation pathways, and repeatable playbooks that improve the quality and consistency of customer and field support.
Analyze recurring trust and regulatory issues to identify adoption barriers, proactive engagement opportunities, and priorities for field guidance and program improvement.
Develop executive-ready reporting on time to triage and resolution, blockers removed, service quality, CRM data quality, CELA-supported deal outcomes, and validated business influence.
Manage business requirements and operational workflows while partnering with platform owners on architecture and integrations, and with the Community role on audience strategy and engagement.
Required/minimum qualifications
Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement OR equivalent experience.
Experience in business operations, program management, or complex customer-facing issue resolution.
Experience coordinating cross-functional stakeholders and managing issues from intake through resolution.
Experience developing CRM workflows, operational processes, service expectations, and continuous-improvement practices.
Ability to translate customer and field insights into actionable recommendations and executive-ready reporting.
Effective communication, analytical, organizational, and stakeholder-management skills.
Experience in cybersecurity, digital trust, privacy, compliance, regulatory programs, or regulated industries.
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.

Nice-to-haves

Additional or preferred qualifications

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: eightfold
Effort: medium