Trove

• Lead and develop the Product Support team • Manage a team of 3 product support engineers, setting clear expectations, providing regular coaching, and building a culture of accountability and continuous improvement • Own hiring, onboarding, and knowledge transfer so that team capability is documented and not dependent on specific individuals • Develop and maintain a living runbook and knowledge base tied to ticket categories, updated continuously as new issues are resolved • Define and own the escalation matrix: clear criteria for when and to whom tickets escalate, with explicit handoff accountability • Establish SLA tiers so brand partners know what to expect and the team has clear accountability • Implement a QA process: regularly sample tickets, score against resolution quality, and use findings to close knowledge gaps • Own CSAT and NPS for the support function, treating them as primary indicators of team health • Ensure that every ticket, whether resolved by PS or escalated, is handled with professionalism and clear communication throughout • Establish a feedback loop with Engineering, Operations and Partnerships to surface recurring issues as product or documentation gaps rather than permanent support burdens • Implement deflection tracking to identify when the same questions keep coming back, and treat that as a signal to fix root causes • Work closely with Partnerships and Operations to define clear boundaries between support and their functions, and hold those boundaries • Partner with Engineering to ensure bugs and escalations have a clear path to resolution • Represent the support function in cross-functional planning and communicate brand partner needs clearly

• Support the end-to-end onboarding of new brand partners, translating their unique needs into Trove’s technical and operational workflows. • Coordinate across technical and logistical teams to ensure software integrations (e.g., Shopify, ERP systems like M3) and 3PL setups are executed flawlessly. • Develop documentation and standard operating procedures (SOPs) to support new partner integrations. • Serve as the primary point of contact for European brand partners, building trust and managing long-term strategic relationships. • Navigate complex stakeholder environments, facilitating discussions on everything from carrier rates and packaging to marketing statements and program expansion. • Proactively identify risks and opportunities to scale partner programs across EMEA. • Execute financial tasks and reporting under the direction of the US Finance Team to ensure alignment with global standards. • Support the transition and validation of business models, such as moving from principal to agent models for net revenue recognition.

• Drive the long-term vision and roadmap for Sales Channel products, including Trove’s branded storefronts, agentic commerce channels, and marketplace integrations (e.g., eBay, Depop). • Lead the launch of new channels and integrations, taking full ownership of site designs, feature sets, and conversion optimizations to scale Trove's 50+ branded resale programs. • Collaborate with existing and prospective clients to understand their sales channel and storefront visions and bring them to life. Act as the voice of the B2B and B2C customer in Sales Channel product design, gathering direct feedback from customers and brand partners in the market. • Navigate through a difficult and messy Sales Channel roadmap that requires negotiating priorities and resolving constraints. • Design, manage, and be accountable for end-to-end product delivery processes to improve predictability, reduce launch timelines, and scale execution as we grow across the entire product suite. • Build repeatable templates and processes, including template PRDs, prototyping systems, technical specifications, and acceptance criteria, and leverage AI tools to improve processes. • Align internal and external stakeholders early in the development process to manage expectations and maintain delivery momentum. • Collaborate with other product team members, Trove’s c-suite, and cross-functional and client teams to prioritize roadmap initiatives and ensure predictable delivery process. • Design product delivery dashboards, track delivery performance, and build alerting systems to alert the team on delivery issues. • Serve as a strategic thought leader, internally and externally, on consistent and predictable product delivery as a key driver for seizing the re-commerce market opportunity.