Microsoft 365 YouTube Support Channels

Content Designer and Program Manager | Microsoft

context

Microsoft operates several YouTube support channels that help millions of users learn how to make the most of Microsoft 365 tools. As a Content Designer and Program Manager, I owned the content strategy for two Microsoft 365 YouTube support channels (serving over 500K+ subscribers), ensuring that every video aligned with user needs, brand voice, and SEO best practices.

Goal: Strengthen the channels’ educational value and community engagement while maintaining consistency and accessibility across all video content.

problem

The channels contained a wide range of tutorial videos, but lacked a unified content strategy to guide editorial planning, search visibility, and viewer engagement.

Challenges included:

  • Inconsistent upload cadence and topic overlap

  • Gaps in SEO optimization and discoverability

  • Limited visibility into performance and audience feedback loops

Challenge: Create a cohesive, scalable strategy that would improve discoverability, maintain catalog health, and boost engagement across both channels.

1. Research & Analysis

  • Audited existing video libraries to identify performance trends and content gaps

  • Analyzed search keywords and user intent to align topics with high-impact queries

  • Benchmarked competitor channels to identify best practices in content delivery and engagement

process

2. Content Strategy & Planning

  • Developed editorial calendars aligned with product launches, feature updates, and seasonal trends

  • Established a content taxonomy for easier navigation and consistency

  • Created standardized guidelines for titles, descriptions, tags, and thumbnails to boost SEO performance

  • Prioritized topics based on keyword volume, engagement metrics, and audience feedback

3. Optimization & Implementation

  • Partnered with production teams to ensure videos met accessibility and branding standards

  • Optimized metadata, playlists, and cross-channel links for better discoverability

  • Introduced catalog health checks to maintain relevance and quality across hundreds of videos

  • Monitored community comments and analytics to refine ongoing strategy

“Owning channel strategy meant shaping not just what content was produced—but how it connected with the people who rely on Microsoft 365 every day.”

outcome

  • Strengthened two YouTube support channels reaching 500K+ subscribers

  • Established a sustainable, data-driven content workflow that streamlined production and improved discoverability

  • Improved channel SEO and organization through consistent metadata, tags, and playlists

  • Increased viewer engagement and clarity through structured content planning

impact

  • Enhanced the visibility and usability of Microsoft 365 educational content on YouTube

  • Demonstrated the importance of strategic, audience-centered content planning for large-scale support platforms

  • Built a replicable system for maintaining catalog health, ensuring longevity and scalability across channels

  • Reinforced Microsoft’s brand voice through accessible, high-quality video content