In honor of 35 years of inspiring administrative excellence, this feature highlights shining stars of the administrative profession: trailblazers who are excelling in their roles and their advice for other administrative professionals.
Q: Can you share the story of how you began your career as an executive assistant and what inspired you to pursue this path?
As a life-long learner, I’ve always sought opportunities to evolve my skill set. After 14 years at P&G in various roles, becoming an executive assistant was the next logical step. My first role in Beauty HR allowed me to form a strategic partnership with the Senior Vice President, managing both the office and HR signature systems. This experience highlighted the crucial role of an executive assistant in driving organizational success and inspired my passion for the position.
Q: What would you consider your biggest achievement as an executive assistant, and why does it stand out?
About 4 years ago, P&G rolled out WorkDay. This is now our main HR system where we manage job postings, individual profiles, etc. At the same time, we changed our compensation and ratings processes so that we could take full advantage of WorkDay and manage these processes in the system. I stepped up and have taken ownership for both of those work processes for my business unit. I am the only non-management employee with this end-to-end responsibility. I successfully facilitated communication, training, and delivery of balanced tools, meeting all deployed distributions. This achievement stands out because it showcases my ability to lead critical initiatives and drive organizational success.
Q: What are the top three skills every successful executive assistant should master, and why?
The top three skills every successful executive assistant should master are Leadership, Communication, and Emotional Intelligence. These skills are essential for managing daily tasks, building strategic partnerships with executives, and ensuring seamless office operations. By mastering these skills, an executive assistant can create a unified voice for the office, making it indistinguishable whether directives come from the assistant or the executive, thereby driving organizational success.
Q: Are there any tools, apps, or technologies that you rely on daily to stay efficient and organized?
I don’t use many apps, but I do utilize Outlook and OneNote to stay organized. I also use our internal AI tools to enable me to be more productive and efficient. Even though I may not use them on a daily basis, I try to stay on the cutting edge of all tools offered by my company. I never know when I’ll need to pivot and use them.
Q: How do you keep your skills sharp and stay updated with new tools or trends in your field?
I am always reading articles and books by thought leaders in the administrative and executive communities. I also participate in as many training sessions (both internal and external) as I can. You’d be surprised at how many free options for administrative professionals are offered. I want to keep my finger on the pulse of what’s happening outside of my company so I can stay relevant. I also attend at least one professional conference a year, such as The Annual Conference for Administrative Excellence. It’s important for my personal growth and to expand my network.
Q: What has been the most challenging situation you’ve faced in your career, and how did you navigate through it?
The most challenging situation I faced in my career was dealing with an anonymous bullying note left on my desk. Reading it sent me into a tailspin. I immediately turned to my rock – my husband. He helped me see that it was a reflection of the sender’s issue, not mine. I wasn’t going to let their words rock me and my belief in my skills. He helped me realize that if I gave in, that would give them all the power, and they would win. I wasn’t going to let it undermine my confidence. I took the note to my Executive who also is my HR manager. I might never know who wrote that note, but I do know that their words don’t hold any power over me.
Q: How do you maintain resilience and focus during high-pressure situations or when unexpected issues arise?
I always try to keep things in perspective. I tell myself quite often that we only make toilet paper. Given the nature of my work in HR, I can’t vent to many people within the company. If it’s really something I need to talk through, I use my husband as he’s my vault and my moral compass. He always has my best interest at heart.
Q: What strategies have you used to build a strong, trusting partnership with your executive(s)?
Throughout my almost 35 years at P&G, I have been through many transitions. In my current role, I’m on my fourth Executive. Even though I’m well versed in my role and the organization, I always try to remember that they are just starting out. My goal is to make them successful. I always start with an expectations discussion to ground each of us. When I get frustrated, I always try to get to the root cause. Once I know what the root cause is, then overcoming it is very easy. I achieved that strategic partnership level early on in my career, and now that is my guidepost for each role. Now that I know what it is and how great it is when you are that strategic business partner, it is the level I strive for with each Executive. I have to say that I have been successful in achieving this more times than not. I’m very proud of that.
Q: What are your best practices for managing communication between your executive and their stakeholders, both internal and external?
I have used several different systems as each of my Executives has a very different style. During COVID, since my Executive lived in another state, we got very strict in having weekly 1:1’s. I would use this time strategically to talk through things where I needed her input, get my questions answered, etc. I would also send her a summary email every Friday afternoon where I would summarize her Outlook inbox letting her know where she still needed to action things. It would include the email subject, author, simple summary of the ask/need, and due date. She would then send it back to me on Monday with any status update like completed, new deadline, where she was waiting back on some information, etc.
My current Executive uses a folder system within Outlook. Anything important that needs his attention gets placed in his “Important Actions” folder. We also use One Note to create his digital footprint.
With each Executive, I adapt to their styles and preferences versus the other way around. I do action as many things on their behalf as I possibly can. This moves a lot of the business along in a timely manner.
The Joan Burge Innovation Award
In 2023, Susan Schultz was awarded The Joan Burge Innovation Award at the 30th Annual Conference for Administrative Excellence.
Q: How do you prioritize your tasks when everything seems urgent and important?
I prioritize tasks by aligning them with my work plan, my manager’s work plan, and the organization’s and company’s goals. This helps me identify what is truly important and where to focus my attention. When I need guidance, I discuss it with my Executive to ensure proper prioritization.
Q: How do you balance the demands of your role while maintaining your own well-being and avoiding burnout?
I don’t do as good a job as I should in this department. I try to keep the right perspective that work will ebb and flow. I definitely have my high demand times where I will put in long hours, but when things are slow, I will log off after my 8 hours. When I’m not working, I focus my attention on my family and my interests outside of work. I also don’t work when I’m on vacation. That is a boundary that I don’t cross.
Q: How do you approach conflict resolution, either with your executive or with colleagues, in a way that preserves relationships and achieves results?
Before I talk/respond, I try to listen first with the intent to understand. I am a person of faith, and I believe that God gave me two ears and one mouth for a reason. I need to listen twice as much as I speak. If the situation is emotionally charged, I will ask for time to think before I respond. I don’t want to say anything out of emotion. This way, I can think through the situation, take the emotion out of it, and respond tactfully. One of the main messages I try to impart in my Star Achievement Series® classes (for which I am a certified trainer for P&G), is to attack the problem and not the person. And when I mess up, I always take accountability and ask for forgiveness.
Q: What resources—books, courses, or mentors—have had the greatest impact on your career development?
One of the best mentors I have is my good friend, Jen. She recently retired from P&G, but she started as an administrative professional who transitioned to management. Since she understood both worlds (management and administrative), she always helped me position myself and my work in a more strategic fashion.
One of the best courses I’ve taken recently was the newly created course by Joan Burge and Mike Song called Digital Efficiency for Administrative Excellence. Mike is a wealth of knowledge, and his trainings have definitely made me more productive and efficient.
There are too many books to mention. I’ve enjoyed reading many different authors – Joan Burge, Melba Duncan, Lucy Brazier, Chrissy Scivicque, Ann Hiatt, Daren Martin, Maggie Jacobs, Debbie Gross, and Jeremy Burrows to name a few. Each book has resonated with me for a different reason.
Three years ago, I started a book club for the U.S. based executive assistants in P&G. We are starting our 8th book. It’s been a great journey learning and exploring with each of these ladies.
Q: What do you love most about being an executive assistant, and why does it resonate with you?
I love the flexibility and the fact that each day is different. I’ve had the pleasure to personally create my current role and expand it to better fit me and enhance my skills. In addition to being the Office Manager, I am also given the opportunity to focus on end-to-end project work whether that’s being the WorkDay champion for my OU, running the various HR signature systems for my business unit, being the master trainer and leading a team of my peers for Joan Burge’s Star Achievement Series®, and am leading another peer team for one of our core strategies for the U.S. Executive Assistant Community. Our focus is on the capability and development of the executive assistant roles within P&G, looking at the external trends, seeing what we need to bring in-house, and then training our community to be best in class.
Q: What do you think will be the most important skill or mindset for future administrative professionals to cultivate?
I believe we have to remain flexible and adaptable. We need to keep our skills up to date and continually be looking at what’s the next thing we need to learn to keep ourselves relevant in today’s constantly evolving world. The pace of change is coming faster and faster. We have to keep an open mind and be comfortable being uncomfortable, continuing to stretch ourselves outside of our comfort zones. That’s the only way we’ll continue to succeed.
Susan Schultz
Executive Assistant
Procter & Gamble
With over 34 years at Procter & Gamble (P&G), Susan has built a distinguished career defined by leadership, innovation, and a steadfast commitment to advancing the administrative profession. As an executive assistant for over 20 years, she has played a pivotal role in enabling her executive to expand strategic reach, increase impact, and achieve more in less time. Her ability to synthesize complex information, anticipate needs, and drive organizational efficiency makes her an indispensable strategic business partner.
Susan’s influence extends beyond her immediate role. She was instrumental in creating a peer leader network for P&G’s U.S. executive assistant community, championing initiatives such as the EA Navigator for career development, the EA Playbook for standardized resources, and targeted programs for capability-building. Her innovative thinking also led to the creation of the first-ever Executive Assistant College at P&G, a groundbreaking initiative designed to equip early-career EAs with essential skills, connections, and a strong foundation for success.
A Star Achievement Series® Certified Trainer, Susan continues to invest in the growth of her peers, shaping the future of administrative excellence at P&G. In recognition of her transformative contributions, she was honored with the 2023 Joan Burge Innovation Award, solidifying her legacy as a forward-thinking leader and advocate for the administrative profession.
