  We develop an microscopic model of the M-theory Schwarzschild black hole
using the Banks-Fischler-Shenker-Susskind Matrix formulation of quantum
gravity. The underlying dynamics is known to be chaotic, which allows us to use
methods from Random Matrix Theory and non-equilibrium statistical mechanics to
propose a coarse-grained bottom-up picture of the event horizon -- and the
associated Hawking evaporation phenomenon. The analysis is possible due to a
hierarchy between the various timescales at work. Event horizon physics is
found to be non-local at the Planck scale, and we demonstrate how non-unitary
physics and information loss arise from the process of averaging over the
chaotic unitary dynamics. Most interestingly, we correlate the onset of
non-unitarity with the emergence of spacetime geometry outside the horizon. We
also write a mean field action for the evolution of qubits -- represented by
polarization states of supergravity modes. This evolution is shown to have
similarities to a recent toy model of black hole evaporation proposed by Osuga
and Page -- a model aimed at developing a plausible no-firewall scenario.
