Director of Customer Listening Program
 Microsoft | |
 United States, Washington, Redmond | |
 May 06, 2025 | |
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OverviewMicrosoft'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. At Microsoft AI Monetization, we are on a mission to build a new world of advertising and monetization possibilities to empower growth for all. We are looking for a strategic, customer-obsessed Director to lead and optimize our new Customer Listening Program. This leader will be responsible for defining the vision and operational framework of the listening program, orchestrating insights across multiple channels, and ensuring our customer voice influences product strategy and roadmap prioritization. This is a high-impact opportunity to create a scaled engine for market and customer insight that empowers product, sales, marketing, and business teams. This role also includes flex responsibilities across the broader Product Marketing and customer intelligence function within the Microsoft AI Monetization Product Organization including:Evaluating customer successMonitors customer performance and pain points in partnership with the teams and translates issues to product measurable challenges.Maintaining Top User Issues by Customer Segment. Tracks key pain points for advertisers, publishers, and partners, ensuring visibility and accountability across the organization.Define customer requirements to resolve issues: Lead and motivate teams to prioritize issues for each customer group, partnering to resolve key challenges, and communicate back to users (directly or through sales) when issues resolve.Facilitates customer engagement with customer councils, advisory boards, and surveys for structured feedback
ResponsibilitiesBuild and lead the Customer Listening Program to generate actionable insights that inform product strategy, roadmap prioritization, and business decision-making.Define and operationalize scalable listening methods, including a standardized "menu" of formats, resourcing models, and templates for activation across teams and advance the use of AI in capturing and synthesizing needs and insights.Synthesize customer signals into clear, impactful outputs such as insight summaries, executive readouts, and roadmap feedback loops, and represent these insights in leadership forums, driving alignment with Product and Sales leadership.Enhance insight capabilities across the org by selecting and managing third-party research tools and partners, and leading enablement programs that equip PMMs to execute high-quality listening efforts.Champion a customer-obsessed culture within Product Marketing, the broader MAI Monetization Product org, and with Sales, Marketing, and Business teams. | |