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Kathleen Hogan is corporate vice president of Worldwide Customer Support and Customer and Partner Experience (CPE) within the Services and IT organization at Microsoft Corp. Hogan is responsible for the strategy and delivery of technical support for Microsoft® products including enterprise, developer, consumer, and Small and Midsize Solutions and Partner (SMS&P) products. These services reach more than 100 million customers in 73 countries each year. She also oversees Microsoft’s Global Technical Support Centers in the United States, Europe, Japan, China, India and Asia Pacific.
In addition to leading support, Hogan orchestrates the company’s efforts to ensure that customers and partners have positive experiences with Microsoft. She oversees measurement of and accountability for customer and partner satisfaction across all groups at Microsoft, maintaining a companywide framework for all CPE-related efforts.
Hogan joined Microsoft in September 2003 as vice president of CPE and Worldwide Field Operations. She helped develop the company’s strategy for improving customer and partner satisfaction. In her field operations role, she oversaw governance and planning, readiness, compensation, communications, and business excellence for the group vice president of Microsoft’s Sales, Marketing and Services Group (SMSG).
Before joining Microsoft, Hogan was a partner with the consulting firm McKinsey & Company in Silicon Valley. She helped lead McKinsey’s North American high-tech sales and marketing practice and was a core member of the firm’s global software practice. She provided counsel on sales, service, support and other topics to Microsoft and McKinsey’s other high-tech clients.
Before that, Hogan worked at Oracle Corp. as a senior technical marketing manager for financial and manufacturing applications. She also served as the development manager for Oracle’s revenue accounting software product.
Hogan earned her bachelor’s degree in applied mathematics and economics, magna cum laude, from Harvard University. In addition, she holds an MBA from the Stanford University Graduate School of Business, where she now serves on the Women in Management Board, which provides support to female students who pursue careers in business management.
Hogan lives in the Seattle area with her husband, Ron, and son, James. In their free time, they enjoy exploring the Seattle area and spending time together. | 