• You are the right hand of the Product Owner and ensure ideas and requirements are turned into a clean, deliverable backlog. • You keep teams, stakeholders and product work moving: bring clarity in, remove friction. • Currently the COO is acting as Product Owner but intends to hand over this responsibility in the medium term. • You work closely with the Product Owner (COO) and the development teams. • Backlog & ticket quality: write user stories, define acceptance criteria, clarify dependencies and edge cases, remove duplicates, and make priorities visible. • Prepare and facilitate refinement sessions: gather topics in advance, resolve open questions, structure and document refinements. • Stakeholder intake & triage: capture requirements from Support/Sales/Operations, consolidate and pre-structure them, and prepare decision-ready summaries. • Delivery support: accompany releases (release notes/changelog), coordinate internal communications, and make "what’s coming when" transparent. • Quality & feedback loop: analyze user feedback and support signals, and translate bugs/improvements into clear product work. • Processes & tools: establish lightweight product processes (no unnecessary overhead) and keep Jira/Confluence or similar tools well maintained.

• Your mission is to ensure that Paradox OS is delivered, communicated, and experienced at a premium level while continuously improving customer satisfaction. • Own end-to-end delivery of all customer-facing assets, including courses, videos, live sessions, events, and community access. • Ensure everything is on time, clear, coherent, and of premium quality. • Own customer-facing communications and the Paradox OS community. • Serve as the final quality gate before any asset reaches users. • Collect and structure user feedback from the community, calls, and surveys, and share insights with Product & Tech, Learning & Content, and Growth teams. • Independently ship improvements such as onboarding flows, communication sequences, FAQs, and help content. • Coordinate editors, tech, and learning teams when needed.

• Lead large-scale cross-functional projects focused on product improvement, innovation, and enhancing user experience. • Collect, quantify, and prioritize product-related challenges for consideration by product and engineering teams in future development. • Work closely with client-facing teams and leverage insights from customer interactions and implementations to inform product improvements. • Seek information and contribute to the building and shaping of our product, solving conceptual problems along the way. • Drive major company launches and global rollouts, ensuring successful product deployments. • Dive deep into data and analyze user feedback to derive insights that drive continuous product improvements. • Identify root causes of issues and develop effective solutions to address them. • Design and implement complex operational systems and processes to optimize product operations. • Leverage AI and automation tools to improve operational efficiency, support data-driven decision-making, and enhance product workflows.

• Operational Issue & Bug Management • Own intake, tracking, and prioritization of product issues across GPR and Cash-In • Partner with Product, Engineering, and Support teams to drive timely resolution of defects and operational issues • Maintain clear visibility into issue status, trends, and recurring root causes • Identify opportunities to improve issue management processes and reduce repeat issues • Product Analytics & Reporting • Develop and maintain regular reporting on product performance and operational health • Track key metrics such as loads, active users, transaction success/failure rates, and funding behavior • Identify trends, risks, and performance gaps; escalate insights to Product and CX leadership • Escalation Management • Serve as the primary point of contact for product-related operational escalations across the organization • Partner with the Product Manager, as appropriate, on escalations requiring product decisions, prioritization, or trade-offs • Triage issues, assess severity, and coordinate cross-functional response across Product, Engineering, Support, and Operations • Ensure timely communication, resolution, and closure of escalated issues • Help establish and maintain clear escalation processes and severity frameworks • Kiosk / Hardware Support Coordination • Partner with Field Operations, Engineering, and vendors to support kiosk and hardware-related issues impacting product performance • Support readiness and operational validation for new features deployed to kiosk environments • Operational Process Improvement • Develop and maintain repeatable, scalable operational processes for issue tracking, reporting, and escalation management • Improve cross-functional workflows to increase speed and efficiency of execution • Reduce operational friction across teams and improve overall product reliability