Senior Program Manager
Susan Schofield
8+ years of program management experience. I turn 'it's complicated' into 'here's our plan.'
10+
Years experience calming corporate chaos
35+
Workshops Created and Facilitated
$4mm
Confirmed Yearly Contact Reduction Savings
Who I Am
I'm a Michigan native who moved west more than a decade ago to join a travel technology startup as its third hire. Since then, I've spent eight-plus years at Amazon and Ring leading cross-functional programs that bring clarity to ambiguity, align teams, and turn customer insight into action.
I'm at my best when I can help people exhale, knowing the right voices are heard, work is moving, and there's a clear path forward.
Case Studies
A look at how the work gets done.
Ring Customer Feedback and Escalation Program
Turned scattered community signals into prioritized product work — delivering $1M in annual savings from one app update.
Turning VP-level CX feedback into a repeatable prioritization system
Built a cross-functional process to capture, prioritize, and track CX issues — aligning 5 product teams and delivering a 73% completion rate.
AI Language Quality Evaluation Program
Designed a scoring model for AI transcripts, trained 12 reviewers, and turned defects into patterns leaders could act on.
What People Say
"Susan is one of the most organized and thoughtful program managers I've worked with. She has a rare ability to bring structure to ambiguous situations while keeping everyone aligned and moving forward."
Adina
Content Director
"Susan is an excellent program manager and an even better person to work with. Susan's strengths lie in her ability to deal with difficult situations and forge strong partnerships through clear communication, active listening and strategic thinking. As a Design program manager, she thrives in ambiguous situations with a lot of disfunction and has helped bring clarity and sanity to the team. She's a very kind and thoughtful person and any team would be very lucky to have her."
Setu
Senior Designer
"I had the pleasure of working with Susan on the Amazon CS UX Ops team for over a year, and she quickly became not just a colleague, but a friend and mentor whose impact on my career will be felt for a long time. Susan has a wonderful way of approaching challenges—she's thoughtful, creative, and always keeps both the user and the team in mind. What I appreciated most was how she made complex projects feel manageable and how she brought people together to do their best work. Her collaborative spirit made every project better and every team meeting more productive."
Alli
Program Manager
Resume Highlights
From building Amazon's executive CX feedback system to launching Ring's customer community forum, I bring structure, clarity, and momentum to every initiative, partnering with Product, Engineering, UX, Legal, and Science teams to deliver work that holds up at scale.
October 2022 – April 2026
Senior UX Design Program Manager
Amazon
Led cross-functional programs across 10 customer service products, including AI chatbots and internal customer service technology, building governance, reporting, readiness processes, and operating rhythms with Product, Engineering, UX, Legal, Science, and business partners.
May 2018 – October 2022
Program Manager
Ring, an Amazon Company
Launched Ring's customer community forum and led a customer feedback and escalation program that translated user and frontline issues into cross-functional product priorities, with an estimated $2.6MM first-quarter impact from contact reduction.
December 2015 – May 2018
Marketing & Community Manager (Client Success)
TRAVO, INC.
As the 3rd hire, built customer acquisition and feedback systems that shaped product updates and supported 70% annual retention across 500 small to medium-sized businesses.
Let's connect
[email protected]