• Translate the Chief Product Officer’s strategic direction into actionable seasonal and annual merchandising plans by channel. • Manage SKU and assortment architecture with a focus on profitability, inventory health, and aligning products to customer expectations. • Partner with Planning to develop category forecasts, SKU productivity targets, and optimize in-season performance. • Use data and customer insights to make in-season adjustments that drive revenue, margin, and overall results. • Identify whitespace opportunities in products and presentations within brand and product guidelines. • Track competitor activity and translate insights into actionable opportunities related to assortment, colors, fabrics, styles, curated edits, trends, and pricing. • Partner with Marketing, Growth, Operations, Ecommerce, and Product to ensure cohesive go-to-market execution aligned to sales and merchandising goals. • Maintain alignment across teams on timelines, inventory, product priorities, and authentic brand storytelling. • Build visual and analytical tools to support merchandising execution and cross-functional alignment. • Manage, mentor, develop merchandising associates. • Implement best-in-class site merchandising to maximize conversion, discoverability, and engagement. • Drive seasonal and core sales to meet or exceed plan expectations. • Leverage product reviews, graphics, video, and fit tips to highlight product benefits. • Support PLP/PDP optimization, collections, and navigation to reinforce merchandising storytelling and sales plans. • Identify asset needs (photography, styles, colors) and partner with ecommerce to fill gaps. • Collaborate on A/B tests for content, pricing display, site pathing, and merchandising layouts. • Partner to maximize site performance through analysis of sales, category & product trends, seasonality, launch timing, customer cohorts, and LTV behavior. • Work with Marketing to align landing pages, sales plans, and campaign messaging. • Analyze site metrics (conversion, click-through, search behavior, funnel drop-off), return/exchange data, and product journey insights to inform merchandising actions and improve LTV. • Evaluate product combinations, bundles, and sets to optimize loyalty, retention, and customer lifetime value. • Synthesize weekly reporting into quarterly summaries highlighting insights, recommended actions, challenges, and opportunities. • Drive enhanced site presentation, copy, and assets to improve customer education and experience. • Own customer calls, focus groups, and wear tests to unlock customer mindset and identify opportunities to improve products, increase purchase frequency, and grow LTV.

• Lead and advance patient experience strategies aligned with organizational goals and quality standards • Analyze patient feedback, satisfaction data, and experience metrics to identify trends and improvement opportunities • Partner with clinical and operational leaders to design and implement patient-centered initiatives • Oversee service recovery processes and ensure timely resolution of patient concerns • Promote a culture of empathy, accountability, and continuous improvement across the organization • Establish and manage PMO standards, tools, and methodologies to support organizational initiatives • Lead and oversee cross-functional projects from initiation through execution and closure • Ensure projects are delivered on time, within scope, and aligned with strategic priorities • Facilitate collaboration among clinical, operational, IT, and administrative stakeholders • Track project performance, risks, dependencies, and outcomes, providing regular executive-level reporting • Support change management efforts related to patient experience and operational improvement initiatives

• Evolve and refine the operational structure of the Game Reliability Framework to meet the needs of games on the Netflix service. • Oversee the technical health of our games portfolio, proactively identifying and addressing areas that impact the player experience • Lead game launch readiness activities, working closely with cross-functional partners to ensure pre-launch risks are addressed and any launch day incidents are managed effectively. • Manage and enhance our incident management program by developing and refining KPIs for effective prioritization of remediation, and by performing post-incident reviews and follow-ups. • Establish world-class continuous improvement processes to identify and resolve operational issues across the games portfolio. • Collaborate with and support partners including Engineering, Production, QA, Technical Product Management, and Player Support by understanding their workflows and needs. • Influence peers and partner teams to adopt industry-leading reliability patterns and practices. • Cultivate and maintain strong relationships with stakeholders across the company to ensure alignment and shared commitment to reliability goals.

• Develop and maintain a deep understanding of our products billing offerings to effectively respond to incoming customer inquiries across our single-channel support system • Be each customer’s champion by providing ongoing support via our help desk platform helping them find solutions to their inquiries • Support development and update of the internal and external knowledge base to help scale our help desk support • Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations in each support ticket • Learn, adopt, establish processes and workflows that allow the support team to run like a well oiled machine • Improve and advocate for customer experience by identifying opportunities to enhance our product and service features • Assist in the prioritization of billing tickets by quantifying needs, features, and value points. • Share user feedback to Product function and help them translate the feedback into features that customers find valuable • Provide background support to Enterprise Billing Success Managers (BSMs) during client calls by tracking and following up on product bugs and enhancements, assisting in the triage process, and documenting new tickets as discussed.