• Own the FSI product roadmap end-to-end, from discovery and prioritization through delivery and outcome measurement. • Lead, mentor, and grow a team of product managers and product owners, setting clear expectations and fostering a culture of accountability and customer-centricity. • Drive annual and quarterly product planning cycles, including roadmap reviews, prioritization frameworks, OKR setting, and release planning. • Define and communicate product strategy that aligns with FSI’s company vision, competitive positioning, and go-to-market objectives. • Translate customer feedback, market research, and competitive intelligence into clearly articulated product investments with measurable outcomes. • Partner with Engineering leadership to ensure roadmap initiatives are properly scoped, sequenced, estimated, and delivered on schedule. • Collaborate with Sales and Customer Success on deal support, customer escalations, and retention efforts that require product involvement. • Represent the product organization in executive leadership discussions, board-level reporting, and cross-functional forums. • Establish and continuously improve product development processes, tooling, and documentation standards across the team. • Define and monitor product KPIs; use data to inform prioritization decisions and communicate progress to stakeholders.

• As Senior Product Manager, you will own the product strategy for the ActiveProspect platform. • Work closely with executive leadership, product managers, customers, design, engineering, and go-to-market teams to identify high-impact opportunities, define clear product direction, and deliver solutions that drive measurable business value. • Own and articulate the vision, strategy, and roadmap for lead management and distribution, ensuring alignment with company objectives and market opportunities. • Maintain a deep understanding of both lead buyers and sellers, speaking regularly with customers to uncover pain points and opportunities. • Define and own the core business metrics for your product area, including lead volume, quality, conversion, yield, and ROI. • Drive high-quality, predictable delivery in partnership with engineering and design. • Work cross-functionally with engineering, marketing, client success, sales, and finance to achieve shared goals.

• Own the Swim Team Store roadmap • Prioritize features and improvements • Deeply understand customers by engaging directly with them • Prototype and validate quickly using relevant tools • Drive cross functional execution with partner teams • Elevate the experience of the platform • Define and track KPIs to measure success • Align product initiatives with strategic goals

• Lead the solution and delivery of large projects and complex product capabilities for the Fan Support agent toolset, including TM1 Orders rollout and tooling consolidation. • Serve as a dedicated product advocate for Fan Support — ensuring agent needs are represented early in product planning, that go-to-market readiness is a launch gate, and that Fan Support KPIs are built into how product success is defined. • Drive the phased rollout of TM1 Orders to Fan Support agents globally, including managing the dual-enablement period, coordinating training, and actively closing gaps as legacy tools are retired. • Own the roadmap for agent data access; mapping the highest-impact informational gaps, partnering with engineering and third-party system owners to expose the right data, and building the business case for prioritization. • Responsible for the definition of success, its measurement and optimization; including operational metrics such as Average Handle Time, contact volume, first contact resolution, and agent tooling adoption. • Drive progress throughout the entire product life cycle to achieve desired outcomes and meet objectives. • Formulate clear and coherent business cases, competitive analysis, epics and user stories, user documentation and other important artefacts to ensure success. • Develop and foster strong relationships and ensure collaboration with Product and Technology colleagues, as well as Fan Support operational stakeholders across Contact Center Technology, Service Improvement, Change Management, and Operations. • Serve as the DRI (Directly Responsible Individual) for Fan Support as a whole, owning outcomes, driving alignment, and advocating for Fan Support needs across the organization. • Coach and mentor less experienced members of the team.