Michael P Hill Email & Phone Number

Bellevue, Washington, United States

Redmond, Washington, United States

Provide world class support and visibility directly to the Government for Microsoft's prototype hardware, software, and cloud solutions for the Visual Augmentation program. Drive future business growth within the Department of Defense Sector by providing an exceptional customer experience through ensuring that they receive the right equipment, at the right time, with clear visibility along the entire process. Interface with the Microsoft Supply Chain (Planning and Freight and Logistics), the Reverse Logistics Team (CREW) and the US Army in order to manage the forward and reverse logistics operations supply of Microsoft’s Augmented Reality solution.

Redmond, Washington, United States

As a Service Order Management (SOM) Program Manager, I was accountable for driving global advocate readiness on programs, new initiatives, and Microsoft's portfolio of Surface, Xbox, and HoloLens devices for warranty and support. I owned the program and acted as the subject matter expert for CSS Devices, responsible for global warranty, logistics, and repair operations.•Successfully managed the delivery of device warranty and repair support services for Microsoft's multi-generational hardware portfolio.•Led cross-functional collaboration with internal teams, including engineering, supply chain, and logistics, to ensure a seamless end-to-end customer experience. I maintained regular communication with key stakeholders, including executives, and implemented a recurring communications cadence to deliver and discuss new support experiences, key initiatives, and business results.•By identifying, designing, and improving the service order management and repair experience journey, enabled customers to find help through in-product, online, social, community or assisted support capabilities.•Leveraging my deep knowledge of reverse logistics, supply chain network, and customer insights, developed service and repair support experiences that exceeded customer expectations.•In partnership with Microsoft Customer Repair Experience and Warranty (CREW), Windows, and Devices Group Product Marketing, Digital and Customer Experience and Success Data and Digital Product Group, built and delivered support experiences that were aligned to product strategy and offerings with defined KPIs.•Conducted rigorous experience reviews to inspect KPIs and ROI for the experiences and represented the results to key stakeholders, including Microsoft CREW and WDG Marketing teams, driving adjustments to business plans.

Redmond, Washington, United States

Direct partner interaction focusing on resolving individual TFS and order issues at the service centers and logistics sites for Surface globally. Responsible for resolving service center escalations through the Surface variance process across all sites, assisting with questions on issues from call centers and service partners, identifying and reporting specific one-off or bulk issues to Microsoft Supply Chain and Reverse Logistics. First interaction with partner issues and TFS teams, managing tactile day to day business and service commitments.