Web Site Manager

Are you an online professional with a passion for consumer electronics and gaming? Do you want to make an impact on the customer experience for one of the coolest products at Microsoft? Do you enjoy interacting with your customers and designing user experiences that effectively meet their needs? If so, this may be the job for you. The Xbox Support Team is looking for a Senior Site Manager to drive and evolve the online strategy for Xbox Support. This senior site manager is responsible for understanding the Xbox ecosystem and directing the ongoing development of the site that helps customers find the information they need to solve their problems or answer their questions. The site manager directs this development through understanding customer behaviors, analysis of usage trends and feedback, project management of online deliverables, and effective partnerships with support, product team, marketing, and other stakeholders. The challenge is to improve the online support experience to such a level as customers don’t want or need to get help by any other means. The ideal candidate has direct experience in managing online spaces, has in-the-trenches experience in the consumer electronics or gaming industry, and can execute on ambitious and global business and customer priorities. Responsibilities include:·  Managing support.xbox.com and the regional Americas sites, ensuring they address customer needs throughout the Xbox ecosystem.·  Driving and evolving the long-term online strategy for Xbox Support in a way that reflects Microsoft’s product strategy and business goals and that meets and exceeds customer expectations.·  Working closely with content, tools, CRM, and marketing teams to identify and implement features and services that improve the customer experience and drive the requirements for those innovations and improvements.·  Use metrics analysis, usability studies, and direct customer contact to respond to audience needs and optimize the customer experience on the sites.·  Authoring substantial milestone-driven online plans as appropriate, and maintain a site launch calendar and status reports. Key Success Criteria·  Overall Web Metricso  Customer Satisfaction (surveys & content reviews)o  Percent of customer repairs completed successfully onlineo  Percent of customer incidents completed successfully onlineo  Production - EMEA & Local Content·  Qualityo  Timeliness of localization and site updates/revisionso  Local content submissions & participationo  Highly effective support contento  Content satisfaction to be measured through rating and verbatimo  Discoverability, usability, solvabilityo  Thought leadership in web site management vs. the categoryo  Create web site visitor experiences that are world class in comparison to the online support offerings. Requirements:·  2+ years experience in role of Online / Site Management and strategy·  Exceptional oral/written communication, organizational and interpersonal skills, with proven customer focused experience·  Demonstrated exceptional cross group skills·  Project Management experience·  Experience managing Online agencies / resources·  Experience in Consumer Electronics, Entertainment and/or Games Industries·  Online analytics and analysis experience·  Bachelor's degree or equivalent work experience Microsoft offers an excellent benefits package to full-time employees including medical, dental, vacation, employee stock purchase plan, and 401k, plus some great extras including: our 24-hour nurse line, stay fit program, product discounts, and paid infant care leave. All part of our commitment to our most important asset: our employees. For more information about life at Microsoft, please visit our careers website. Microsoft is an equal opportunity employer (EOE) and strongly supports diversity in the workforce. ;