Susan Baker

Background

About Susan Baker

As a seasoned leader, I bring over 15 years of proven expertise in leading transformative programs, driving operational excellence, and shaping customer-centric product strategies in dynamic, high-growth environments. My career is marked by a passion for delivering high-impact solutions that not only optimize business operations but also enhance customer experiences and ensure compliance across the board. Throughout my career, I have had the privilege of managing and executing large-scale, cross-functional projects that span the entire product lifecycle. From strategic planning and product roadmap development to execution and delivery, I have consistently delivered results that align with both organizational goals and customer needs. By leveraging Agile and Scrum methodologies, I am able to drive teams to successful project outcomes, ensuring scalability, operational efficiency, and continuous process improvement along the way. I am known for my ability to navigate complexity and ambiguity with a strategic lens—developing product strategies that balance innovation with execution and aligning cross-functional teams to drive business growth. As an operational excellence champion, I focus on creating efficiencies that not only improve profitability but also ensure that business operations are scalable and adaptable to evolving market demands. In every project, I place a strong emphasis on data-driven decision-making, utilizing analytics to inform strategies and optimize customer success. I am deeply committed to understanding customer needs and embedding this understanding into product development, resulting in enhanced customer experience and higher retention rates. NOTABLE CAREER HIGHLIGHTS: Optimized global support capabilities by expanding Tier II teams in the U.S. and EU. Executed cross-regional coordination to reduce Mean Time to Resolution (MTTR) by five days for international customers. Reduced support contact volume by 10% and enabled 90% of escalated cases to be resolved in 30 days. Expanded global support team from 3 to 12 engineers by consolidating three product-specific teams. In addition to my enthusiasm, I’d bring my proven background in fast-paced industry settings, as well as my capacity for leadership and team-oriented success to the department.