Erin Krug

Erin Krug is a Senior Director of Business Strategy within Microsoft’s Customer Experience and Success organization—the largest customer service team in the world. In her role, she helps drive alignment across governance, strategy, and operating models to enable more connected and scalable customer outcomes.

Her work focuses on developing frameworks that support autonomous operations, agent development, and cross-functional collaboration across complex global teams. She is actively involved in shaping how Microsoft evolves its customer experience approach through strategic initiatives, including mergers and acquisitions.

Erin is a certified Business Process Management professional, a trained BlueEQ Emotional Intelligence facilitator, and holds an MBA from the University of Nevada. She is also the founder of the Reno Tahoe AI Coalition, a community dedicated to fostering collaboration, innovation, and knowledge-sharing among AI professionals and organizations. After recently relocating to Indianapolis, she is working to establish a new local chapter of the Coalition.

Outside of work, Erin and her husband Kyle are raising their three children and are actively engaged in supporting schools within their community.

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