• 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.

• Own the full product lifecycle: discovery, prioritisation, specs, delivery, and iteration • Map current manual operations (partner analytics, escalations, write-offs, refunds, chargebacks) and systematically eliminate them through product solutions • Build a product that surfaces cost-reduction opportunities automatically • Design partner-facing flows that resolve issues without human escalation • Define and instrument the metrics that prove the product is working • Work directly with engineering and data teams to ship • Identify and integrate tooling that reduces manual overhead across the team • Deliver a long-term initiatives roadmap with clear, measurable financial impact

• Own and evolve the strategic roadmap for PHIL’s external integrations including electronic health records, payers and plans, third party providers, etc., linking high-level business strategy to technical requirements and product outcomes. • Benchmark against industry best practices, and build a plan to achieve best-in-class service offerings based on strategic direction and priorities. • Solve complex problems efficiently by driving significant improvements in quality and speed through optimized processing and judicious use of platform capabilities vs internal development. • Develop and champion new platform capabilities to support expanded therapeutic categories and patient therapy management. • Set long-term success metrics and operational KPIs, and ensure the product roadmap is tightly aligned with measurable outcomes. • Act as a venturesome industry leader, identifying and evaluating third-party systems and service providers to keep PHIL at the forefront of the health-tech landscape. • Lead cross-functional partnership with senior stakeholders across Product, Engineering, Operations, and Commercial teams to define priorities and deliver value. • Lead discovery efforts and user research to identify top opportunities to deliver value, and ruthlessly prioritize to maintain organization focus. • Mentor product team members and elevate the overall product team capability through thought leadership, strategic rigor, and operational depth

• Partner closely with sales, account management, marketing, finance, and leadership teams to standardize workflows, improve systems of record, and shape how AI becomes embedded in the day-to-day operation of the Commercial organization. • Identify opportunities to build, test, and deploy AI-powered tools, workflows, and interfaces that help teams access information, automate work, and make better decisions.