• Own the product vision, roadmap, and backlog for CSM Applications, ensuring alignment with Customer Success priorities. • Gather and translate business needs into clear requirements, user stories, and acceptance criteria. • Partner with CSM Applications Admins to plan sprints, prioritize work, ensure quality and on-time delivery, providing hands-on support as needed. • Design and optimize Customer Success processes and workflows. • Collaborate with Operations, CS Leadership, cross-functional teams, and end users to drive adoption, communicate releases, and support enablement. • Define release plans, communicate changes, and ensure stakeholders understand timelines, impacts, and expected outcomes. • Establish and track success metrics to evaluate the impact of delivered functionality and inform future roadmap decisions. • Manage day-to-day user support, including troubleshooting, ad-hoc customizations, workflow adjustments, and user administration, security, and permissions. • Monitor system performance, usage, data integrity, and user activity to guide continuous improvements and platform enhancements. • Maintain expertise in the owned systems and related technologies by staying current on new features, releases, and industry best practices.

• Own the connectivity platform: Drive strategy and execution for the platform that connects Mercury to the Federal Reserve, the payment networks, and our core banking provider. • Drive org-wide adoption: Partner with payment rails teams across Mercury to enable their flows on the connectivity platform. Establish patterns, simplify integration, and accelerate the standardization that bank*-grade money movement requires. • Design for the edges of money movement: Work with engineering on platform behavior that handles settlement, returns, reversals, and exceptions gracefully, and that gives operators clear visibility when something needs attention. • Set the standard for cash management visibility: Define what real-time visibility into Mercury's bank*-level cash position looks like for Finance, Accounting, and Treasury, and partner with them to deliver it. • Partner with engineering on protocol and architecture: Work alongside the engineering team on the technical design of how Mercury connects to the networks and how those connections evolve as Mercury Bank* scales. • Navigate a complex stakeholder environment: Coordinate across payment rails teams, Banking Foundations sister teams, Finance, Treasury, Compliance, Risk, and our external partners — all of whom depend on the platform you own and have a voice in how it evolves.

• Define the vision and strategy for Headway's CX product — spanning AI-powered resolution, agent tooling, proactive engagement, channel strategy, knowledge systems, and the feedback loops that connect support insights back to the product. • Build and lead a team of product managers focused on reducing cost-to-serve while increasing resolution quality and customer satisfaction. • Own the AI resolution layer — build the agentic workflows and API integrations that enable the AI agent to actually resolve problems, not just answer questions. Define the autonomy framework: what AI handles without human involvement, what needs guardrails, and what requires a human. • Build proactive engagement — systems that contact customers before they discover problems. Shift Headway's CX from reactive to proactive. • Launch and unify all contact channels — email, text, and voice — with intelligent routing that delivers differentiated experiences based on customer context, value, and issue type. • Own the knowledge and quality layer — machine-readable SOPs, AI evaluation frameworks and crisis escalation pathways. • Partner deeply with CX Operations to build agent tooling that makes human agents dramatically more effective — AI copilot, full journey context, auto-generated summaries. • Close the feedback loop: build the system that identifies the highest-impact product defects driving support volume and surfaces them to insurance platform teams for upstream fixes. • Establish measurement frameworks that connect CX product investments to business outcomes..

• Own Jump's engagement strategy end-to-end: define what frequency, breadth, and depth mean for our advisor base and build the roadmap to get there • Instrument and move the engagement metrics that matter and build the visibility that makes them actionable across the org • Identify the product changes, in-app experiences, and behavioral moments that drive durable engagement • Partner with cross-functionally to understand where advisors fall off and design interventions that pull them back before they churn • Run structured experiments; validate with data, ship with conviction, and communicate results clearly to leadership