https://www.suzanneburley.com/about daily 0.75 2026-05-03 https://images.squarespace-cdn.com/content/v1/5a725937cf81e07988e6cb55/1517881849664-57NH2DAGEOUXUF4XW5VA/dogs+walking.jpg Portfolio https://images.squarespace-cdn.com/content/v1/5a725937cf81e07988e6cb55/19ea2f99-2670-402d-b88f-217cc11677bb/Screenshot+2026-05-03+at+4.59.09%E2%80%AFPM.png Portfolio - Platform Migration I led a full‑scale platform migration: moving a legacy Ruby on Rails commerce stack onto Shopify. A migration like that isn’t just about rewriting code or swapping infrastructure. It’s about rethinking the business logic that’s been quietly running the company for years. It’s about surfacing assumptions, untangling edge cases, and deciding what deserves to be carried forward — and what should be left behind. My role was to make the future feel possible. I partnered with engineering to map the architecture, with design to re‑evaluate flows, and with operations to ensure our packages would continue to arrive on time. I spent hours with customer support teams, learning where the old platform created friction and where it quietly held things together. Migrations test everything: your ability to prioritize, to communicate, to negotiate tradeoffs, to keep teams aligned when the work is long and the payoff is months away. They force you to think in systems, not features. They demand clarity, resilience, and a willingness to make decisions with imperfect information. This is where I excel. Because at its core, product management is about building bridges — between what exists today and what could exist tomorrow. Between the people who build the product and the people who rely on it. Today, as a Group Product Manager, I continue to lead teams through that kind of transformation — whether it’s re‑architecting customer journeys, modernizing platforms, or scaling systems that serve millions. My north star is always the same: create clarity, build trust, and deliver products that make life meaningfully better for the people who use them. https://images.squarespace-cdn.com/content/v1/5a725937cf81e07988e6cb55/495be5b0-dd2a-48e1-8d8d-fb05dd72e7bd/Screen+Shot+2022-03-19+at+9.20.59+AM.png Portfolio - Reducing Return Rate Problem The customer experience team reached out and informed me the #1 reason for mattress returns was that the product was either “too firm” or “too soft”, a metric that is highly subjective. Updating product descriptions was not an option due to legal constraints. Action * Partnered with 3rd party review vendor to implement an out-of-the box “fit” rating. * Since the content was user-generated, no legal review was required. Result Returns dropped by 30% within 3 months of launch. https://images.squarespace-cdn.com/content/v1/5a725937cf81e07988e6cb55/1581125590845-51QZVE6KWCCOPYF788Z6/Screen+Shot+2020-02-04+at+7.38.11+PM.png Portfolio - Navigation Optimization Problem With a growing portfolio of home good products, the site merchandising team wanted a way to Increase product discoverability on the website. Action * Implemented search in top navigation bar. * Analyzed search results and discovered #1 search term (“Pillows”) was an existing product in site. * Added pillows to navigation under “Bedding” category. Result Pillows decreased from 0.40% of searches to 0.18% within one week. https://images.squarespace-cdn.com/content/v1/5a725937cf81e07988e6cb55/1522782637543-ATIL8WKMMSY56WPQ022N/rewards+border.jpg Portfolio - Launching a Loyalty Program Problem The marketing retention team needed to launch a new Loyalty program by a specified date to increase customer retention. With an existing program in place, this involved an integration with our backend systems, a database migration, and new customer journey flows, including email marketing. Action * Led UX process and created development roadmap using customer journeys to define minimum viable product. * Gained consensus from internal stakeholders on major milestones and go/no-go criteria. * Communicated build plan and requirements to off-site development team. * Represented technology team in vendor conversations. * Tested experience and resolved bugs before launch. Result Initial launch in February 2018 with splash page and early registration. Full launch on schedule in March 2018 with backend and customer-facing integration and no site outage or negative customer feedback. https://images.squarespace-cdn.com/content/v1/5a725937cf81e07988e6cb55/23d08907-d369-46cc-9a9e-c1849f6ce1d8/BAS+design+services Portfolio - A study in internal UX process design Problem Completing customer orders for graphic design services was an un-scalable process, resulting in long turnaround times. Additionally, since few Customer Service team members - the main sales channel - were able to correctly identify which service a customer would need during the initial intake, a second outbound contact was often required to relay information to the customer and collect payment. Action I analyzed Net Promoter surveys and order history going back 2 years to identify customer pain points and trends in service requests. Following Pareto's Law, 80% of orders were completed within 1 hour, while 20% of orders took more than 2 hours, yet the longer orders could unexpectedly tie up a graphic design resource for more than half a day. Unexpected delays in order fulfillment was the biggest cause for negative customer feedback. The problem was solved in three ways: * I collapsed 7 different design services into three buckets with umbrella pricing for each. * I had the design team create easy-to-read sales materials and conduct training sessions with Customer Service. * Graphic designers were cross trained to create redundancy. Result Cost-per-service decreased by 30% Y/Y, primarily due to less administrative time spent communicating with Customer Service and increased first-touch order completion. Overall revenue also increased, as Customer Service utilized training materials to close sales during the initial customer contact. https://www.suzanneburley.com/hero-image-2 daily 0.75 2016-04-25 https://www.suzanneburley.com/home daily 1.0 2026-05-03 https://images.squarespace-cdn.com/content/v1/5a725937cf81e07988e6cb55/1595463526121-U0T3Y1A2JQ6EFL05E0TB/download+2.jpeg Suzanne Burley Product Manager https://www.suzanneburley.com/contact daily 0.75 2018-02-08 https://images.squarespace-cdn.com/content/v1/5a725937cf81e07988e6cb55/1517964582974-4SZMRKOU33QFS5EPM91K/image-asset.jpeg Suzanne Burley Contact https://www.suzanneburley.com/experience daily 0.75 2024-02-21 https://www.suzanneburley.com/new-page daily 0.75 2019-09-16