• Define and own the Inspections product roadmap: prioritize features, enhancements, technical debt, and customer requests against business impact and strategic goals • Communicate the roadmap and product vision clearly and consistently to Sales, Account Management, Support, Implementation, Marketing, and executive stakeholders • Present roadmap updates in quarterly planning forums and leadership reviews—you are the product voice • Ensure the roadmap tells the full story: not just big-ticket initiatives, but also the incremental improvements and fixes that address customer pain day-to-day • Define quantified success metrics for every major feature launch; establish instrumentation to track adoption, usage, and business outcomes • Own the backlog health: ensure visibility into open work, priorities, and progress; proactively escalate risk and trade-offs • Own resolution of critical customer escalations requiring triage, prioritization, and proactive closure • Engage directly with customers to understand their workflows, pain points, and requirements; translate customer feedback into product decisions • Drive cross-functional teams (Engineering, CX, Support, Implementation) to resolve escalations, not just track status • Partner with Engineering to define requirements and prioritize technical work • Collaborate with Customer Experience and Support to ensure they have release notes, enablement documentation, and the tools they need to support customers • Work with Design to validate UX decisions, gather user feedback, and ensure product changes align with customer workflows • Align with Marketing on launch planning, positioning, and go-to-market messaging • Build credibility and trust across the organization as a reliable, strategic partner • Understand integration architecture deeply enough to triage issues, diagnose failures, and guide engineering • Serve as the primary product interface with Joyfill (vendor): translate customer needs into feature requests, escalate bugs, manage release coordination • Own day-to-day operational health of the live product: understand current behavior, diagnose malfunctions, and ensure product reliability • Author detailed product requirements, user stories, and acceptance criteria that reduce engineering rework

• Own the product strategy, roadmap, and execution for ServiceTrade's Forms platform • Manage the integration with our forms vendor • Own resolution of customer escalations • Define and communicate the Forms roadmap to internal stakeholders • Work directly with customers to understand their workflows and translate them into product requirements • Build forms, QA templates, and diagnose technical issues alongside engineering • Engage directly with customers to understand inspection workflows, compliance requirements, and pain points • Own resolution of critical customer escalations: drive cross-functional teams to closure, not just track status • Lead and coordinate external contractors supporting forms development, QA, and customer delivery

• As we expand and diversify our suite of revenue generating products, you’ll define what winning looks like across the product suite and hold yourself accountable to it. • Make the product strategy clear and actionable for the entire org, partnering with your team, Chief Product Officer, and other senior leaders to inform prioritization across growth, intelligence, conversations, and agents capabilities. • Help the organization make tough tradeoffs on priority, using clear logic and guidelines. • Understand and actively manage the relationship between product decisions and business economics: pricing, packaging, retention, and margin. Product is a financial lever, not just a feature factory. • Manage and develop a team of 4 PMs. Set a clear outcome metric at the start of every project, then trust the team to execute. • Drive cycle times down. Eliminate gates that exist for their own sake, and build the talent density that makes trust the default. • Shape how the team uses AI, as practitioners and as product thinkers. • Spend meaningful time in customer calls, support conversations, and research. The signal you bring back is the most important qualitative input to every bet. • You proactively seek to answer complex questions by exploring data. Quantitative fluency is part of how you work, not something you delegate. You’ll leverage our data warehouse and AI-native tools including Hex, Mixpanel, and more. • You can confidently speak to Help Scout's product vision with customers and prospects. You are a credible, compelling voice for where we're going. • Develop taste and judgment within the product team through coaching, critique, and example, not through gate reviews.

• Serve as a critical bridge between Product Management, Professional Learning, Product Support, and Partner Success. • Translate product capabilities into clear, scalable training, support, and go-to-market assets. • Gather requirements and facilitate design discussions. • Shape solutions that address educator and district needs. • Ensure products are well understood and effectively adopted.