• Product Planning & Lifecycle Management: Responsible for the end-to-end product lifecycle of Customer Service (CS) management systems, specifically focusing on Quality Assurance (QA), Performance Management, Learning & Training systems, and Notification Centers. • Multi-Channel Support Optimization: Maintain and enhance multi-channel service tools (Ticketing System, Email, Whistleblowing, Outbound), ensuring stability and operational efficiency for global CS teams. • Efficiency & Intelligence: Leverage AI and automation to upgrade traditional management workflows. Examples include AI-assisted QA scoring, automated performance reporting, and smart task distribution. • Stakeholder Collaboration: Partner closely with CS Management, QA, Training, and Compliance teams to identify operational bottlenecks and translate complex business requirements into scalable product solutions. • Data-Driven Iteration: Monitor key usage metrics of internal tools (e.g., system adoption rate, processing time) and utilize data insights to drive continuous product optimization and reduce administrative overhead.

• Craft a strategic roadmap: Work with business leaders, data teams and other key stakeholders to build a product roadmap aligned to company objectives. • Ensure priorities support meaningful impact in schools across the country and at Amplify. • Embody user empathy: Gather requirements and uncover user stories behind data needs and requests. • Ensure solutions truly address user challenges. • Deliver compelling data solutions: Take responsibility for successful delivery of quarterly projects, including establishing and reinforcing best agile practices. • Support cross-functional alignment: Collaborate regularly with business, data, engineering, and analytics stakeholders to ensure shared understanding of priorities, timelines, and project scope. • Define and track success metrics: Establish clear KPIs for data products and measure performance to inform future prioritization and continuous improvement. • Ensure data quality and governance standards: Partner with data engineering and governance teams to ensure solutions meet Amplify’s data privacy, security, and data-quality standards. • Champion best practices in Agile delivery: Facilitate sprint planning, backlog refinement, retrospectives, and cross-team communication to ensure smooth and predictable execution. • Lead team communication: Provide clear, proactive communication on progress, risks, and changes to timelines or scope so stakeholders remain aligned and informed. • Drive documentation and process clarity: Ensure data products, workflows, and decisions are documented to support transparency, scalability, and onboarding.

• Conduct continuous discovery through weekly customer interviews, workflow observation, and feedback loops • Develop deep empathy for traders’ and analysts’ decision-making processes, constraints, and risk profiles • Synthesize qualitative and quantitative insights into clear problem statements and opportunity hypotheses • Define and evolve product strategy aligned to customer value, business goals, and technical realities • Make clear, evidence-based prioritization decisions using structured frameworks and economic thinking • Partner closely with engineering and design to explore multiple solution paths and trade-offs • Maintain a strong balance between discovery and delivery while participating in agile rituals • Define and track success metrics and OKRs tied to customer and business outcomes • Analyze product performance and continuously iterate based on data and feedback

• Oversee and drive all phases of product feature development for a substantial surface area of the product • Work cross-functionally across sales, marketing, engineering, and leadership to guide products from conception to launch • Engage extensively with external customers to understand how to improve current products while also bringing new features to support their needs • Drive new feature developments from start to finish • Run user research, usability studies, and data-driven experiments to inform product direction • Establish, monitor, and measure success metrics after deployment