• Customer feedback loop: Structured system connecting Sales, Merchant Ops, and Integration insights directly into product discovery and planning. • Product context from the field: Translating sales demos and merchant interactions into actionable product intelligence (what works, customer expectations, objections). • Scalable processes: Clear frameworks for product involvement in custom solutions, demos, and merchant initiatives — replacing ad-hoc coordination with repeatable systems. • Feature rollout: Controlled deployment of new features to existing customers, including timing, communication, feedback collection, and iteration. • Team management & development: Design & Tech Writing teams.

• Design and implement cross-functional workflows that reduce friction and increase predictability across Engineering, Product, and Design • Own and improve core product processes: • Quarterly planning cycles • Request tracking/intake and prioritization • Cross-functional collaboration processes • New product introduction • Partner with product and engineering leadership to identify existing processes that create bottlenecks or unnecessary overhead and develop scalable solutions • Build lightweight measurement frameworks to understand process effectiveness, inform tradeoffs, and guide continuous improvement • Write and improve documentation across product documentation and process documentation (how we work, decision frameworks, planning templates, etc) • Establish and maintain the information architecture for product development documentation • Reduce reliance on tribal knowledge by building clear, trusted sources of truth • Partner with Engineering and Product teams to ensure release notes, technical documentation, and product updates are clear, consistent, and accessible • Drive adoption of documentation standards and practices across the organization

• Lead the integration, management, and optimization of the core Product stack (e.g., Jira, Pendo, Confluence) and its connection with organizational tools (e.g., Salesforce, Slack). • Configure and govern tools to minimize manual effort and maximize cross-functional visibility into product development and performance. • Act as the internal subject matter expert (SME), developing comprehensive documentation and training to ensure the entire Product organization utilizes our tools to their full, standardized potential. • Partner with the Data Analytics team to define and evolve our product telemetry strategy. • Own the Pendo platform, including tag management, guide deployment and Resource Center optimization for maximum user engagement. • Collaborate closely with Product and Engineering to enforce consistent conventions and ensure a robust data pipeline.

• Own and operate the Release Governance program, including readiness checkpoints, cross-pillar dependency management, and the global release calendar to ensure predictable, conflict-free delivery. • Lead launch governance and GTM readiness orchestration, ensuring Product, Engineering, CX, Marketing, Enablement, and Growth deliver against defined standards and timelines. • Drive high-impact Product 360 reviews, coordinating cross-functional inputs, validating signals, and delivering executive-level storytelling aligned to Celebrate / Challenge / Commit themes. • Build, scale, and continuously improve Product Operations systems and tooling (Monday.com governance structures, dashboards, templates, SOPs, operating cadences) to create consistency and repeatability. • Strengthen cross-pillar visibility and alignment across OMS, WMS, TMS, Platform, and AI by ensuring shared clarity around risks, dependencies, and execution health. • Partner with Analytics to validate KPIs, adoption signals, telemetry (Pendo), and executive dashboards, ensuring leadership decisions are grounded in accurate, trusted data. • Lead sunset and end-of-life governance coordination, including readiness planning, documentation, communication alignment, and customer impact visibility. • Drive continuous improvement across the product organization by identifying systemic gaps, elevating governance maturity, and raising the overall execution bar.