Jan 2025 – Present · 1 yr 3 mos

• Accountable for the customer and business outcomes of post‑launch experiences and critical security updates across a 20+ Surface product portfolio, supporting 10M+ devices globally across consumer and commercial segments.
• Partner closely with Engineering, Commercial Customer teams, UX, Security, and external Silicon partners to ensure reliability, trust, and continuity for customers already using the product - not just shipping features!
• Brings strong product sense grounded in technical hindsight, shaped by years of hands‑on experience across platform software, firmware, graphics, and system‑level subsystems. This technical foundation enables effective influence across engineering and quality teams, helping guide better decisions on trade‑offs, prioritization, and long‑term product health -always through the lens of customer impact.
• Acts as the connective tissue between customer signals, commercial priorities, and platform constraints, ensuring servicing investments are driven by real user impact and business risk. Strengthened customer trust by reducing security update SLAs from 60 to 30 days, balancing security posture, partner readiness, and customer disruption at global scale.
• Champions a customer‑first, data‑informed mindset, using telemetry and AI‑assisted insights to understand in‑market behavior, prioritize what matters most to customers, and reduce high‑severity regressions. Shapes portfolio‑level direction through clear executive storytelling, grounding decisions in customer needs, commercial context, and product sustainability - because data should work harder than people have to.