New 
Communications Lead
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Oct 28, 2025 | |
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OverviewWith 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.The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty. As a Communications Lead and member of the Delivery Acceleration team, you will drive projects/programs critical to the success of the entire Cloud & AI Platforms (CAIP) Customer Success core and field teams. You will help set the communication strategy, drive communication execution across the CAIP organization and lead communications for the CVP leader of the organization. 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.
ResponsibilitiesCommunication Strategy Setting and Planning* Drives Executive (CVP) communication planning and strategy, focusing on critical priority areas aimed at both internal and external audiecnces. Establishes a protocol for CAIP Field communications that span a cross-functional audience. Enhances thought leadership to strengthen Coud & AI Platforms position as a trusted partner.* Collaborates across teams (e.g. CE&S, C+AIP STU, Product Marketing, Engineering, etc.) to develop and drive story telling opportunities by using data and insights. Develops and drives stories in fresh ways that generate positive perceptions towards CAIP. Guides others to determine the format of stories. Leverages expertise to determine what format is most appropriate and meaningful for a story and target audience(s).* Takes responsibility for the Execution of Communication Strategy and ensures alignment to the strategy and adherence to business objectives. Creates ideas for and develops collateral materials (e.g., decks, posts, talking points) for use in a range of communications initiatives and events supporting CAIP.* Analyze feedback from the business/stakeholders/audience and adjust communications as appropriate.Business Program Planning and Design* Identifies and scopes opportunities to develop new communications programs and improve current ones impacting the broader organization.* Leads the identification and resolution of root problems (e.g., root-cause analysis) and the definition of the program strategy. Gathers program requirements, identifies resource needs, creates the project plan and targets, and works across teams to align on the plan of record. Improves the operations of existing programs by applying industry methodology, defining highly complex program issues, assessing various scenarios, and selecting the optimal scenario to resolve issues. Drives clarity in highly complex program issues and strives for simplification.* Leads others who work with cross-functional stakeholders to design highly complex programs from initiation to delivery, independently. Provides expertise to produce collateral to incorporate stakeholder needs and ensure the business objectives are met.* Leads the defining and tracking of success criteria and performance metrics such as quality, adoption, usage, impact, and effectiveness for the program.Business Program Excellence and Execution* Shares best practices to define and execute on landing and communication plans, such as the target audience(s) and communication strategy. Leads the rhythm of business (ROB) during plan execution to ensure participants and stakeholders are communicating and responding according to the necessary cadence. Leads others to work across teams to ensure all program requirements are understood and can be met.* Shares expertise to evangelize highly complex programs to stakeholders, partners, and customers to gain buy in. Leverages data and performance and Key Performance Indicators to demonstrate the value of the program and show business impact. Leads others to adapt communication style and storytelling strategy according to audience and business needs.Business Program Management* Leads a portfolio of projects including the project plan, timelines, milestones, financial management, performance metrics, and/or resource needs for highly complex programs. Communicates the program status and risk to relevant stakeholders and holds them accountable for following the established schedule, risk mitigation plans, and processes. Establishes objectives and success criteria for the project in an inclusive, collaborative manner with all stakeholders.* Provides insight to lead others to understand mapping or how people, process, technology, and systems work and impact one another. Leads the collaboration including leveraging other teams to ensure program processes are rigorous and executed efficiently. Develops processes around scope and scheduled changes for programs impacting the broader unit, and communicates them to stakeholders. Recognizes process gaps/inefficiencies and drives strategies for optimization.Other*Embody our culture and values | |