Knowledge Content Program Manager

Are you ready to shape the future of global commerce and delivery? At Global Vendor Delivery and Solutions, we don’t just support Microsoft’s business, we redefine how it operates. We are the architects of transformation, blending AI-powered innovation with continuous improvement (CI) to deliver scalable, secure, and high-quality solutions across a dynamic vendor ecosystem. 

As part of Microsoft Business Operations (MBO), you’ll be at the heart of a team that:  

• Supercharges operational excellence through AI+CI, driving step-function improvements in productivity, speed, and quality  
• Partners to accelerate growth, enabling compliant revenue expansion and risk mitigation across global markets.  
• Delivers differentiated customer experiences, making it easier to do business with Microsoft through streamlined, trustworthy operations.  
• Builds the AI-powered frontier firm, where bold goals, inclusive culture, and human ambition converge to reshape business processes and customer engagement.  

We embrace “AND”—holding paradoxes like agility AND stability, innovation AND compliance—to unlock breakthrough ideas and solutions. Our work is challenging, creative, and deeply impactful, with opportunities to co-innovate with strategic Vendors and transform legacy operations into AI-enabled services at scale. 

If you thrive in complexity, lead with curiosity, and aspire to make a global impact—Global Vendor Delivery & Solutions at MBO is your next destination.  

Role Summary

The Knowledge Content Architect will lead the design, structure, and stewardship of knowledge assets across all Vendor Operations within MBO. This is a strategic and systems-oriented role, focused on architecting and operationalizing the knowledge tier of our business stack. You will govern knowledge as infrastructure, enabling automation, and driving transformation across Vendor Operations and beyond. The role partners closely with Change Management to ensure all knowledge is version-controlled, auditable, and structured to support operational agility—but does not own change governance.  

About the KATALYST Initiative 

• KATALYST stands for Knowledge Automation and Transformation through AI. 
• KATALYST is a cross-functional effort to modernize how knowledge is created, structured, and maintained across Microsoft’s Business Processing Operations. Its purpose is to: 
• Centralize knowledge in a scalable, accessible repository. 
• Ensure all knowledge assets—such as work instructions, process maps, decision trees, and embedded guidance—are tagged, versioned, and traceable. 
• Enable both AI and human agents to consume the same content with clarity and confidence. 
• Support change control through structured content, metadata, and role-based access, partnering closely with Change Management but not owning change governance.  
• Drive automation and process optimization to minimize cycle time between knowledge updates and publication, targeting real-time or near-instant availability of content across the vendor ecosystem. 

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

Key Responsibilities:

Knowledge Governance & Architecture 

• Establish and lead governance frameworks that treat data as a strategic knowledge asset, ensuring integrity, accessibility, and relevance across systems. 
• Architect the knowledge tier: define and manage what flows into the knowledge layer, ensuring it is structured, representative, and usable for both humans and AI agents. 
• Transform tribal knowledge and scattered SOPs into a centralized, AI-readable repository. 
• Enable automation bots to execute processes end-to-end with minimal human intervention. 

Strategic Partnership & Change Management Integration 

• Integrate content updates with change management workflows to accelerate adoption and reduce rework. 
• Collaborate with Change Management, CR owners, and engineering to ensure knowledge updates are synchronized with system changes. 
• Deputize SMEs to intake feedback and update knowledge articles ahead of formal governance cycles. 

Cross-Functional Leadership

• Lead cross-org teams to resolve ambiguity, define success criteria, and drive transformation. 
• Collaborate with Vendor Ops, Engineering, Risk & Compliance, and AI teams to align knowledge strategy with business goals. 

Innovation & Scalable Knowledge Systems 

• Build frameworks that support scalable, secure, and compliant knowledge management—moving beyond static content to dynamic, governed knowledge flows. 
• Drive innovation in knowledge operations, reimagining how knowledge is captured, structured, and deployed across the organization, with a focus on enabling AI, automation, and advanced analytics. 

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
• 5+ years experience in knowledge management, content operations, or BPO service delivery
• OR equivalent experience

Preferred Qualifications

• Master's Degree in Business, Operations, Finance or related field AND 6+ years work experience in program management, process management, process improvement Operations
• Proven experience in knowledge management, data governance, or enterprise architecture. 
• Strategic thinker with strong operational and technical fluency. 
• Comfortable navigating ambiguity and building from the ground up. 
• Passionate about transforming how organizations use knowledge to drive performance. 
• Familiarity with AI integration, automation workflows, and change management frameworks (e.g., Prosci, DMAIC) is a plus. 
• OR Bachelor's Degree in Business, Operations, Finance or related field AND 8+ years work experience in program management, process management, process improvement Operations
• OR equivalent experience

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 30th, 2025.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.