• Own the technical ecosystem that powers Stelo’s global customer service organization. • Define and communicate a product vision and roadmap for an omnichannel support experience across chat, voice, and web self‑service channels. • Lead end‑to‑end product development and lifecycle management of support platforms—from discovery and requirements through launch and continuous optimization—using Agile methods. • Drive the design, configuration, and ongoing management of AI-powered conversational experiences, including intent design and NLU/NLP tuning for chat and IVR. • Partner with Engineering, IT, UX/UI, Data Science, Customer Support Operations, and Compliance to align priorities, gather requirements, and deliver improvements. • Establish and track KPIs (e.g., self‑service containment, CSAT, Customer Effort Score (CES)), identify drop‑offs and misclassifications, and translate insights into optimizations. • Enable scalable support for partners through digital workflows (e.g., complaint intake, status visibility) that improve efficiency, transparency, and satisfaction. • Ensure support processes and tooling align with regulatory and complaint-handling requirements while improving customer experience. • Own and improve content and self‑help assets (FAQs, technical and customer support agent scripts, transactional emails) and iterate based on performance data and evolving customer needs. • Scale support infrastructure to support international markets, managing localization, and regional privacy laws.

• Define and manage the product roadmap for analytics and reporting capabilities. • Own and prioritize the product backlog, balancing business value, customer feedback, and technical feasibility. • Write clear user stories, acceptance criteria, and product specifications for engineering teams. • Collaborate closely with Engineering, UX/UI Design, and Data Science teams to deliver high-quality analytics features. • Lead Agile ceremonies, including sprint planning, backlog grooming, and sprint reviews. • Act as the subject matter expert for analytics functionality, communicating product progress and roadmap to stakeholders. • Work with Sales and Customer Success teams to understand customer needs and ensure successful product adoption. • Identify opportunities to enhance dashboards, reporting capabilities, and analytics insights for customers. • Support data-driven decision-making through analytics tools, experimentation, and reporting frameworks.

• Collaborate with leaders to define and execute vision and strategy for Flow Studio • Develop and manage actionable product roadmaps • Act as customer-facing leader to validate product strategy • Work with cross-functional teams for seamless integration of capabilities • Conduct ongoing customer discovery to inform development • Track global trends and guide innovation

• Maintain end-to-end operational control of the product lifecycle — from ideation to post-production monitoring — with military-grade discipline and pixel-perfect attention to detail. • Daily Product Command — Manage every phase of the product lifecycle on a daily and hourly basis. • Product Backlog Management — Keep a refined, prioritized backlog of features, bugs, and improvements. • Feature Discovery & Delivery — Lead ideation, research, competitive benchmarking, and delivery of new features on schedule. • UI/UX Perfection — Enforce pixel-perfect design standards, instantly spotting micro-alignment issues. • UX Research Management — Maintain an ongoing competitor intelligence and UX research update process. • Post-Production Control — Monitor releases in real time, addressing any issues immediately. • Product Events & Monitoring — Maintain thresholds, alerts, and proactive monitoring to catch anomalies early. • Mixpanel Execution — Use Mixpanel, product metrics, event tracking, funnels, heatmaps, and session replays to monitor key product metrics and drive product backlog ideas forward. • Twice-Daily Feedback Loops — Provide detailed feedback to all Dev and Data Analytics teams at least twice per day to ensure alignment and speed. • Team Coordination — Facilitate the daily backlog of action items for Product Owner, QA, Dev, and Data teams, enforcing accountability.