• Own the product strategy and execution across Admin & IAM, Enterprise Security, and Customer Insights. • Define and maintain a cohesive roadmap that balances customer needs, regulatory requirements, and business priorities. • Ensure strong alignment across domains so admin, security, and insights experiences feel integrated and intuitive. • Translate company and enterprise strategy into clear outcomes and priorities for product teams. • Personally lead product discovery and definition for complex, high-impact enterprise initiatives (e.g., permissions evolution, admin configuration, security controls, or enterprise insights). • Act as Directly Responsible Individual (DRI) for cross-domain efforts that require tight coordination across Admin, Security, and Customer Insights. • Partner deeply with Engineering and Design on problem framing, solution tradeoffs, and delivery sequencing especially in areas with high technical or regulatory complexity. • Engage directly with enterprise customers and stakeholders (IT, Security, Admins) to validate needs, test solutions, and inform prioritization. • Model strong product craft by focusing on outcomes, driving roadmap and prioritization discussions. • Step in as a hands-on contributor when needed to unblock teams, accelerate progress, or raise the quality bar. • Lead, mentor, and support a team of Product Managers across multiple domains. • Set clear expectations around ownership, outcomes, and decision-making. • Foster a product culture grounded in customer trust, clarity, and secure-by-design thinking. • Support PM growth through regular coaching, feedback, and career development.

At Facet, we are revolutionizing financial planning by putting our members at the heart of everything we do. We are seeking a Member Experience Specialist who thrives on direct interaction—someone who can turn a complex financial process into a seamless, supportive conversation. In this role, you are the primary voice and face of Facet. You will spend your day engaging deeply with members via phone, email, and Zoom, acting as a dedicated guide through the technical hurdles of investment rollovers and account transfers. You won’t just be answering questions; you’ll be building trust, providing "white-glove" technical walkthroughs, and ensuring every member feels confident and supported as they act on their financial plan. Your Day-To-Day Responsibilities: - High-Touch Member Support: Serve as the frontline expert for members, providing high-energy, professional, and empathetic support across phone, email, and live video (Zoom). - Virtual Guided Onboarding: Lead members through screen-share sessions to troubleshoot app issues and facilitate complex investment transfers (ACATs/Rollovers) in real-time. - Active Pipeline Management: Maintain a rigorous follow-up cadence, proactively calling and emailing members with status updates on their money movements to ensure they are never left wondering. - Communication Excellence: Manage a high volume of member inquiries with a focus on responsiveness, clarity, and "closing the loop" on every ticket. - Calendar & Meeting Mastery: Strategically manage your schedule to maximize availability for member calls, ensuring a frictionless booking experience for those who need your help. - Feedback Loop: Act as the "Voice of the Member" by documenting common pain points discovered during live interactions and collaborating with Product teams to solve them. - Service Recovery: Proactively reach out via phone to members who have reported less-than-ideal experiences (low CSAT/NPS) to listen, learn, and resolve their concerns.

• Be the subject matter expert for one to two product domains within Abarca. • Create, update, enhance, or refine business requirements, user stories and acceptance criteria in an agile framework. • Assist and partner with other Product Owners and Product Managers in solving business needs through collaborative product feature enhancements. • Gather requirements with internal clients and technology teams to solve complex business needs and translate ideas into requirements. • Work collaboratively with business partners, SMEs, Developers, and Testers to ensure a shared understanding of business requirements. • Determine feasibility of business requirements and recommend changes to support business needs and processes. • Assist in analyzing business solution options by evaluating current system processes and identifying possible solution options for new functionality or modifications to existing functionality. • Provide support for your product domain in research, analysis and troubleshooting related to your products. • Provide input and engage in setting priorities to define a product roadmap working with other product owners and product managers. • Understand the products that you own and how they interact upstream and downstream within the product ecosystem. • Ensure that system solution options are thoroughly researched, analyzed, and documented. • Develops acceptance criteria and leads User Acceptance Testing (UAT) efforts to ensure the product meets the needs of the business. • Provide support to Applications Development through participation in Design Reviews. • Project estimates and resource plans for systems solutions.

• Own and manage the end-to-end Patient and Provider Experience, from onboarding through ongoing clinical care • Lead the implementation and optimization of a new Electronic Health Record (EHR) system • Partner with the clinical operations team and clinical providers to identify workflow inefficiencies and translate them into product improvements • Own a deep understanding of the member and provider experience, by mapping end-to-end journeys, identifying friction points, and translating insights into product and workflow improvements • Collaborate with engineering to plan, prioritize, and deliver clinical product features and platform enhancements • Define requirements, write clear product specifications, and support delivery through launch and iteration • Work cross-functionally to design, launch, and scale new clinical and care programs • Ensure clinical workflows align with regulatory, quality, and operational standards • Use data, feedback, and outcomes to continuously improve the member and provider experience • Serve as a key voice for clinical stakeholders within product planning and roadmap discussions