• Own product’s management of funnel volume and velocity end-to-end: define the metrics that matter at each stage, instrument them, and move the numbers • Run a relentless experimentation cadence with your fellow engineer and growth marketer: hypotheses, tests, qualitative research, shipped iterations, repeat • Make sharp prioritization calls about which experiments are worth running, which are worth keeping, and which to kill • Partner across the organization to turn usage signals into product improvements and intelligent interventions • Coordinate with the core product team to ensure growth work and platform work reinforce rather than collide with one another • Identify opportunities from a wide range of inputs: usage data, customer conversations, internal stakeholder perspectives, and the broader sustainability landscape • Foster a pod culture of experimentation, speed and intellectual honesty about what’s working

• Own the product roadmap and end-to-end delivery for chat, voice, and proactive support surfaces • Drive automation rate and CSAT improvements • Build AI-integrated capabilities across support surfaces • Partner with Engineering, CX Operations, Data Science, and Compliance • Shape P&L impact through tooling optimization and deprecation • Execute cross-functional delivery across Surfaces, Foundation, and Intelligence platform layers

• Develop, communicate, generate excitement for and obtain buy-in of the product vision, strategy, and roadmap that aligns with the company's goals and objectives • Lead cross-functional teams to drive planning, design, development, and launch of products that execute on the vision • Deeply understand customer needs and collaborate with engineering and UX to translate into product requirements and use stories • Define key metrics to evaluate product performance, constantly analyzing data to inform product decisions and measure success • Manage relationships and expectations with a wide range of cross-functional stakeholders at all levels of the organization • Mentor junior PMs on product management best practices and support their professional development • Conduct regular data-driven business reviews that analyze product execution and revenue/market accomplishments

• Lead research-driven discovery across internal systems and product areas • Identify and validate new product concepts and automation opportunities • Balance near-term delivery with long-term vision • Translate ambiguous problems into clear product hypotheses • Drive experimentation through prototypes and pilots • Champion AI-assisted development across discovery, design, and delivery • Partner with engineering to deliver AI-powered capabilities such as: Recommendations and insights, Workflow automation, Copilots and guided experiences • Ensure meaningful customer value and adoption • Enforce responsible AI practices (security, privacy, compliance) • Influence Engineering, Design, Architecture, GTM, and Support • Collaborate with internal and external innovation partners • Shape portfolio-level prioritization decisions • Represent product strategy in executive discussions • Spend significant time with internal teams to deeply understand their day-to-day workflows • Act as both learner and teacher — absorb how teams work today and enable them to adopt AI capabilities • Design, deliver, and continuously improve training sessions and enablement programs for internal users • Develop clear, practical guides, reference materials, and documentation to support adoption across the organization • Communicate clearly and compellingly across diverse audiences and organizational levels • Own initiatives end-to-end (discovery → delivery → iteration) • Author PRDs, problem statements, and success metrics • Create UI mockups and iterate on ideas with customers • Define outcomes using OKRs, adoption, and customer impact • Maintain alignment across teams • Continuously refine backlog based on data and feedback