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Microsoft Corporation Logo Microsoft Corporation · IT - Administration

Technical Program Manager - Social Operations

United States, Redmond 100600.00 - 199000.00 USD / Year · Job Posted March 05, 2026
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Job Description

Own and scale the operational backbone that enables high-velocity, brand-safe social execution across publishing, community management, platforms, and automation. This role ensures reliable delivery, strong governance, and system health across Sprinklr and Workfront while advancing AI-driven automation to support growth without linear increases in manual effort. This is not a content creation role. It is an operations, platform, and process ownership role focused on execution excellence, governance, and scale.

Job Responsibility

  • Own and scale the operational backbone that enables high-velocity, brand-safe social execution across publishing, community management, platforms, and automation
  • Publishing & Social Programming Operations: Own the social publishing calendar and execution across channels
  • Manage embargoes, real-time adjustments, and incident-driven pauses
  • Ensure end-to-end QA for metadata, tagging, compliance, and content completeness
  • Support consistent, on-time delivery across always-on and Tier 1 social moments
  • End-to-End Workflow & Workfront Operations: Own the full social intake → routing → approvals → QA → publishing workflow
  • Maintain Workfront governance, templates, SLAs, and operational reporting
  • Ensure alignment across Social Strategy, Creative, PMM, and vendor teams
  • Identify workflow inefficiencies and drive continuous improvements
  • Community Management Operations: Oversee moderation and response workflows across internal teams and agencies
  • Manage risk escalations and ensure brand-safe interactions
  • Define and enforce SLAs and operating standards for community engagement
  • Ensure operational readiness during high-risk or high-visibility moments
  • Sprinklr Administration & Tagging Governance: Own Sprinklr workspace configuration, dashboards, permissions, and automation rules
  • Maintain tagging taxonomy and ensure data quality for insights and reporting
  • Troubleshoot operational issues and maintain system accuracy and reliability
  • Partner with analytics teams to ensure trusted, actionable social data
  • AI & Agentic Operations Enablement: Build and manage Social Ops automation and AI agents
  • Partner with Martech and Marketing Engineering on workflow transformation
  • Identify and deliver automation opportunities (e.g., tagging, intake triage, scheduling)
  • Reduce manual operational load and improve scalability across social programs
  • Process Governance, Optimization & Risk Management: Execute end-to-end governance for social operations processes
  • Maintain documentation for workflows, controls, systems, and requirements
  • Monitor KPIs and process health
  • translate insights into optimization recommendations
  • Identify and mitigate operational and platform risks across the lifecycle
  • Supplier & Partner Governance: Maintain governance for agency and vendor execution
  • Standardize supplier processes and monitor performance against SLAs and quality metrics

Requirements

  • Bachelor's Degree AND 2+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience
  • 1+ year(s) of experience managing cross-functional and/or cross-team projects
  • Bachelor’s degree in Computer Science, Information Technology, Program Management, Marketing Operations, or related field AND 4+ years of experience in program management, process management, or platform operations OR Master’s degree in a related field AND 2+ years of relevant experience
  • Proven experience managing complex workflows across social or digital platforms
  • Experience owning operational processes end-to-end with multiple stakeholders
  • Strong understanding of platform governance, QA, and data integrity

Nice to have

  • Experience with Sprinklr and Adobe Workfront (or comparable enterprise platforms)
  • Experience driving process optimization using Lean, Six Sigma, BPM, or similar methodologies
  • Familiarity with AI, automation, or agent-based workflow solutions
  • Strong analytical skills with the ability to translate data into operational improvements
  • Experience influencing cross-functional partners without direct authority
  • Comfort operating in high-velocity, high-visibility environments
  • Experience with reporting and dashboarding for operational performance
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