• Audit, document, and improve product, design, and documentation workflows, identifying bottlenecks and opportunities to scale • Execute workflow modernization initiatives using no-code/low-code tools (e.g., Zapier, n8n), driving adoption across teams • Serve as the primary administrator for product operations tools (e.g., Enterpret, Linear), ensuring data quality and consistent usage • Consolidate and operationalize product feedback across Sales, Support, and Customer Experience, generating actionable insights • Build and deploy Slack-based automation and AI tools to answer common product questions and reduce manual work • Establish and maintain operational rhythms for Product Managers, including backlog management and planning cadences • Improve documentation hygiene and discoverability across Notion and related systems, including archiving legacy content • Partner with Product, Design, and Docs leaders on cross-functional initiatives, planning, and communications • Support product reporting and executive updates by compiling metrics, insights, and operational data

• Obtain bill of materials from client, engineer or partner and coordinate standard or deviated pricing with sales • Attach subscription, software or hardware support as often as possible utilizing best practices • Validate proposal format, pricing and shipping/billing logistics using best method by product line and client to ensure accuracy and minimize order, shipping and invoicing errors • Direct communication with clients, sales, vendors and partners (Some cost negotiations, setting up order logistics, billing/shipping and pricing terms) • Cost negotiations above what sales may have already negotiated • Be aware of opportunities to upsell and cross sell • Order Processing / Procurement (Converting both client and internal quotes to orders / importing to Great Plains – Burwood Accounting System) • Assist CSAs with the backorder report / un-shipped orders • Assist Finance Team with invoice related issues • Expedite shipping requests / lead time requests • Create basic Configs / Estimates in CCW and for other top tier partners • On occasion, direct backup to the AE for product related matters • Point of Contact - primary post-sales contact for sales and client requests; either providing service or information requested or routing to the correct alternate Burwood resource to satisfy the request • Product WIP/Backlog – Backlog application must be updated so AP can reconcile vendor invoices and AR can bill clients • Ensure up to date, tracking and serial number data is provided for Backlog reporting • Responsible for ensuring all product opportunities are correctly closed in a timely manner for accurate booking and commissions recognition • Provide assistance with maintaining accurate up-to-date information in our internal systems • Assist the Sales Team in general follow-up activities both internal and external • RMA Coordination – from initial vendor return authorization request to coordination with client and/or Customer Support • Request Ownership – post-sales product and invoice support, includes order escalations with vendors, ensuring proper communication to all stakeholders, and processing miscellaneous client support work and other account maintenance as required

• Manage complete pre-sales product procurement operations process in support of clients and sales team • Work closely with clients, sales, vendors, and Sales Operations team to provide quick and accurate quote and order turnaround • Act as back-up and overflow for Client Service Team, handling post-sales support • Obtain bill of materials from client, engineer or partner and coordinate pricing • Validate proposal format, pricing and logistics to ensure accuracy • Direct communication with clients, sales, vendors and partners for cost negotiations and order logistics • Order Processing/Procurement duties with importing to Great Plaines • Assist CSAs with backorder reports and expedite shipping requests • Manage post-sales product order management and support requests

• Own and optimise product delivery operations across multiple teams to ensure predictable execution, strong cross-functional alignment, and scalable ways of working • Drive adoption and continuous improvement of Agile delivery practices (Scrum, Kanban, hybrid) • Facilitate key ceremonies and cross-team coordination where needed • Coach teams and leaders to improve execution in service of delivery outcomes