Susan Schofield

Amazon · Remote · Full-time

• 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.
• Built and led an executive CX feedback tracking system across 160+ customer- and colleague-facing improvement issues, driving 73% completion through clear ownership and a custom 5-tier impact and severity framework.
• Led an AI language quality evaluation program that became the organizational standard, connecting LLM transcript defects to leadership KPIs and actionable improvement priorities.
• Reduced urgent quarterly initiative timelines by 75% by realigning scope, tightening intake, and improving readiness signaling.
• Improved executive escalation resolution time by 40% through a repeatable intake framework that clarified risks, dependencies, ownership, and next steps.
• Created a governance-backed approval workflow for sensitive policy updates, reducing turnaround time by 30% across Product, Engineering, UX, and Legal.

Ring, an Amazon Company · Remote · Full-time

• 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.
• Built a feedback loop that informed product features and customer experiences, validating a $1MM annual savings hypothesis within the first 6 months by translating customer pain points into recommendations that influenced Product and Technology roadmap priorities.
• Exceeded a $300K quarterly savings hypothesis, delivering $400K in average customer service savings per quarter after backend SEO updates outperformed expectations.
• Delivered weekly community health reporting to the COO, synthesizing contact-volume changes, trending issues, launch metrics, and feature performance to inform product decisions.

TRAVO, INC. · Santa Monica, CA · Full-time

• 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.
• Led onboarding for 200+ accounts.