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Security represents the most critical priorities for our customers in a world awash in digital threats, regulatory scrutiny, and estate complexity. Microsoft Security aspires to make the world a safer place for all. We want to reshape security and empower every user, customer, and developer with a security cloud that protects them with end to end, simplified solutions. The Microsoft Security organization accelerates Microsoft’s mission and bold ambitions to ensure that our company and industry is securing digital technology platforms, devices, and clouds in our customers’ heterogeneous environments, as well as ensuring the security of our own internal estate. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world.

The Customer Security Management Office, which is part of the Office of the Chief Information Security Officer and within the broader Microsoft Security Organization, is seeking a skilled and experienced **Principal Cyber Incident Response Comms PM** to join our team.

This role is pivotal in managing and optimizing programs and tooling to support our customers, security leaders and executives, and our account teams in security incidents and eventscrises. During a security incident, customers need prompt, actionable, and accurate information to understand and assess the potential impact and risk to their organization, data, and business processes. During a security incident, this role will help orchestrates security incident communications ensure that Microsoft can offer our customers and partners that provide critical details about what happened; which products or services are affected, if any; and any steps being taken to mitigate and remediate the issue; and recommended actions our customers should take. How we communicate this guidance enables our customers and partners to make informed risk decisions and take necessary actions to protect their own IT environments and data.

This **Principal Cyber Incident Comms PM** will identify and leverage opportunities to improve the processes by which we facilitate security incident communications collateral, as well as how Microsoft communicates with and resolves customers’ inquiries and escalations pertaining to security incidents, security vulnerabilities, and other security-related events. If selected for this role, you will partner with other security teams across the security business, incident response, research, marketing, PR, customer support, and product engineering organizations to drive process alignment and optimization. You will also and develop programmaticprocess documentation to ensure consistent, repeatable processes, and shared understanding among a diverse set of stakeholders with competing priorities. Organizational skills, project management, stakeholder management, and critical thinking skills, as well as an appreciation for the unique challenges of security incidents and crisis management are keys to success in this role.

If you enjoy a dynamic work environment, where you will support a global team and are focused on continuously improving the customer journey as relates to security incidents, we’d like to learn more about you!

This role requires you to be available/online outside of typical business hours/weekdays/some holidays, given the global crisis management aspect of our team's support for cybersecurity incidents.

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.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities

+ Investigate and document the end-to-end processesat Microsoft of supporting and communicating with customers about security incidents, so that you can help identify solutions to improve and better instrument/automate these processes, leveraging AI and automation, where possible.

+ Act as a trusted “product advisor” for the (i) customer- and partner-facing security incident communication product and (ii) customer escalation management programas relates to major security incidents for Microsoft’s strategic customers. Proactively identify potential customer needs and plans for resolution. Consistently meet customer-identified security comms needs. May help to define complex product and program strategy from customer interactions. Delve into customer conversations to discover unmet needs and start to innovate processes to more efficiently communicate with and support customers, based on their capabilities and goals, with respect to security incidents. Closely collaborate with solution architects and engineers to relay customer goals and enact actionable solutions.

+ Identify met and unmet customer needs related to security incident communications and related customer inquiries and escalations. Prioritizes tooling needs and development based on reduction of time-to-resolve escalations, cost, and resources. Proactively creates and maps process optimization solutions to customer requirements and environment, leveraging deep technical expertise within the customer industry, customer business goals, and technical capabilities to align solutions that meet customer needs. Collaborates with customers and/or internal stakeholders to communicate strategy and align solution implementation timeline, provide updates, and adapt plans to changing goals. Enables engineers to provide customers with solution implementation success and advancement of Microsoft technology use.

+ Collaborate with cross-functional teams, including incident coordinators, security operations, threat intelligence, product engineering, legal, marketing, issues management/PR, etc. to coordinate and align communications strategy and messaging, providing customers with timely, actionable, and accurate information about pertinent security incidents or related issues, including product vulnerabilities at Microsoft.

+ Serve as a primary point of contact to other incident response workstream leaders and stakeholders concerning external (e.g., customer-facing)customer communications during cybersecurity incidents, providing clear and concise written and verbal daily regular progress updatesand obtaining appropriate stakeholder approvals of and input for content.

+ Support senior security executives by preparing executive talk tracks, FAQs, and other information about security incidents in preparation for customer engagement and to respond to customer inquiries and escalations.

+ Track, manage, monitor, oversee, and orchestrate the development and finalization of external-facing communications collateral concerning security incidents, product security vulnerabilities, and related events (e.g., customer impact notifications, security hygiene notifications, customer-ready FAQs, responses to customer escalations and inquiries,securityblogs, etc.).

+ Draft, edit, and approve security incident communication contents and help drive consensus with other communications stakeholders.

+ Meticulously review content to avoid errors, ambiguities, inaccuracies, and miscommunication; ensure accuracy and consistency in all communications; and assess messagingcontent from the audience’s perspective.

+ Ability to be available outside of typical business hours/weekdays, including some holidays, given the crisis management aspect of our team's support for cybersecurity incidents.

+ Embody our culture and values

Qualifications

Required/Minimum Qualifications:

+ Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, Communications, Marketing, or related field AND 6+ years experience in engineering, program management, data analysis, communications, crisis management, customer experience, or product development, cybersecurity, operations, product management, or technical program management.

+ OR equivalent experience.

+ Experience managing communications for cybersecurity incidents or other high-stakes situations or experience supporting experience customers in cyber security incidents

+ Experience managing communications high-stakes situations or experience supporting customer experience or escalations pertaining to securitygenerally or datasecurity/privacy incidents

+ Experience managinga variety of stakeholders or leading cross-functional (virtual) teams

Other Requirements:

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:

+ Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Preferred Qualifications:

+ Bachelor's Degree Computer Science, Engineering, Data Science, Math, Business, or related field AND 12+ years experience in engineering, product/technical program management, data analysis, or product development

+ OR equivalent experience

+ 1+ years experience proactively mapping process optimization solutions to address unmet customer needs, leveraging technical expertise and/or capabilities to align solutions, leveraging AI and automation, where possible.

+ 2+ years Eexperience leading or managing communications strategy, developing communications content, or supporting communications or customer experience/support program execution in the technology, cybersecurity, or related sectors

+ 3+ years’ experience managing communications in high-stakes situations or experience supporting customer experience or escalations pertaining to securitygenerally or data security/privacy incidents

+ 1+ years experience proactively mapping process optimization solutions to address unmet customer needs, leveraging technical expertise and/or capabilities to align solutions, leveraging AI and automation, where possible.

+ Experience writing copy/content or producing collateral for external or customer-facing distribution in crisisor security/privacy incident scenarios.

+ 4+ years experience in cybersecurity

+ OR equivalent experience.

+ Ability to assess the urgency,impact, and importance of various requests and projects, prioritizing accordingly

+ Ability to efficiently manage time to meet tight deadlines without compromising quality.

+ Effective written and verbal communication skills, with the ability to convey complex and technical information clearly and effectively.

Customer Experience Program Mgmt IC5 - The typical base pay range for this role across the U.S. is USD $139,900 - $274,800 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 $188,000 - $304,200 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 June 2nd, 2025.

\#CSMO #CustomerSecurityManagementOffice #customerexperience #cybersecurity #MSFTSecurity

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .