• Own the Product Operations Framework • Define, document, and maintain the Product Ops framework for the organisation — including planning processes, release governance, product lifecycle stages, and delivery checkpoints • Translate strategic product direction into practical, scalable artefacts: templates, workflows, standards, and governance models • Lead the piloting and rollout of new ways of working across selected tribes, iterating based on real feedback • Own the implementation of frameworks and standards into the tooling the organisation uses to manage and standardise the product management process • Own the Operational Infrastructure • In collaboration with Engineering Operations, lead the setup, structuring, and ongoing governance of core product tooling (e.g. Jira, Confluence, Jira Product Discovery or equivalent) • Define and maintain the standard suite of product management artefacts: requirements templates, release readiness checklists, status reporting formats, and decision logs • Ensure all materials are consistent, accessible, and designed for adoption — building reusable systems that compound in value over time • Own the tooling roadmap for the product function, evaluating and recommending improvements as the organisation scales • Drive Adoption Across Tribes • Lead the rollout of Product Ops practices across all product tribes through enablement sessions, documentation, and direct partnership with tribe leads and PMs • Proactively identify where standards are not being followed or where adoption is struggling, and address root causes rather than symptoms • Create and maintain a feedback loop between the tribes and the product leadership team, surfacing what is and isn't working • Act as an enabler and trusted partner to the product organisation — not an enforcer • Own Product Data and Reporting Foundations • Define and maintain the core product KPI framework — what we measure, how it's structured, who owns it, and where it lives • Build and own the reporting infrastructure: dashboards, cross-tribe views, and portfolio-level performance reporting • Ensure data is consistent, reliable, and structured to support decision-making at both squad and leadership level • Partner with engineering operations to ensure data sources are well-connected and trustworthy • Enable Cross-Tribe Alignment and Visibility • Own portfolio-level visibility: delivery progress, product performance, and operational health across tribes • Lead the design and maintenance of cross-tribe dashboards and reporting cadences that give leadership a clear, real-time view of the product portfolio • Proactively surface inconsistencies, gaps, and risks across teams and bring them to the attention of the Head of Product Management with recommendations • Champion transparency as a cultural norm, not just a reporting exercise • Establish Portfolio Governance & Product Lifecycle Management • Own the governance framework for the product portfolio — defining the structures, checkpoints, and decision-making processes that ensure the right products are built, progressed, and retired at the right time • Design and maintain a product lifecycle model that gives the organisation a consistent, shared language for where each product sits — from discovery and validation through to scaling, optimisation, and end-of-life • Establish and run the governance cadences that connect tribe-level activity to portfolio-level decisions: stage gates, investment reviews, prioritisation forums, and roadmap alignment sessions • Lead Continuous Operational Improvement • Identify recurring pain points and systemic issues across tribes — unclear requirements, inconsistent processes, tooling friction — and own the improvement roadmap • Propose, prioritise, and implement practical improvements to templates, tools, and processes with measurable impact • Track adoption and improvement outcomes, reporting regularly to the Head of Product Management on the health and maturity of the ProductOps function

• Define, document, and maintain the Product Ops framework for the organisation — including planning processes, release governance, product lifecycle stages, and delivery checkpoints • Translate strategic product direction into practical, scalable artefacts: templates, workflows, standards, and governance models • Lead the piloting and rollout of new ways of working across selected tribes, iterating based on real feedback • Own the implementation of frameworks and standards into the tooling the organisation uses to manage and standardise the product management process • In collaboration with Engineering Operations, lead the setup, structuring, and ongoing governance of core product tooling (e.g. Jira, Confluence, Jira Product Discovery or equivalent) • Define and maintain the standard suite of product management artefacts: requirements templates, release readiness checklists, status reporting formats, and decision logs • Ensure all materials are consistent, accessible, and designed for adoption — building reusable systems that compound in value over time • Own the tooling roadmap for the product function, evaluating and recommending improvements as the organisation scales • Lead the rollout of Product Ops practices across all product tribes through enablement sessions, documentation, and direct partnership with tribe leads and PMs • Proactively identify where standards are not being followed or where adoption is struggling, and address root causes rather than symptoms • Create and maintain a feedback loop between the tribes and the product leadership team, surfacing what is and isn't working • Act as an enabler and trusted partner to the product organisation — not an enforcer • Define and maintain the core product KPI framework — what we measure, how it's structured, who owns it, and where it lives • Build and own the reporting infrastructure: dashboards, cross-tribe views, and portfolio-level performance reporting • Ensure data is consistent, reliable, and structured to support decision-making at both squad and leadership level • Partner with engineering operations to ensure data sources are well-connected and trustworthy • Own portfolio-level visibility: delivery progress, product performance, and operational health across tribes • Lead the design and maintenance of cross-tribe dashboards and reporting cadences that give leadership a clear, real-time view of the product portfolio • Proactively surface inconsistencies, gaps, and risks across teams and bring them to the attention of the Head of Product Management with recommendations • Champion transparency as a cultural norm, not just a reporting exercise • Own the governance framework for the product portfolio — defining the structures, checkpoints, and decision-making processes that ensure the right products are built, progressed, and retired at the right time • Design and maintain a product lifecycle model that gives the organisation a consistent, shared language for where each product sits — from discovery and validation through to scaling, optimisation, and end-of-life • Establish and run the governance cadences that connect tribe-level activity to portfolio-level decisions: stage gates, investment reviews, prioritisation forums, and roadmap alignment sessions • Identify recurring pain points and systemic issues across tribes — unclear requirements, inconsistent processes, tooling friction — and own the improvement roadmap • Propose, prioritise, and implement practical improvements to templates, tools, and processes with measurable impact • Track adoption and improvement outcomes, reporting regularly to the Head of Product Management on the health and maturity of the ProductOps function

• Support Product Launches: Partner with product managers, onboarding, and support teams to coordinate go-to-market activities, create training materials, and track feature adoption post-launch. • Work with Integration Partners: Coordinate and lead discussions between integration partners and engineering teams and overseeing new integrations. • Synthesize User Feedback: Collect and organize qualitative feedback from clinics, pet parents, and internal stakeholders, and surface patterns and themes to inform product decisions. • Maintain Product Documentation: Draft and maintain product requirement documents, user stories, release notes, and internal process guides to ensure clarity across teams. • Track & Report on KPIs: Monitor product performance dashboards, flag anomalies, and compile regular reports to help product managers stay on top of key metrics. • Coordinate Cross-Functional Workflows: Help manage sprint planning logistics, backlog grooming, and cross-team communication to keep initiatives on track. • Support QA Processes: Assist with quality assurance testing, document bugs and edge cases, and help define acceptance criteria alongside product and engineering teams.

• Own the ongoing internal AI strategy and operating model: decide which capabilities to invest in, which to retire, and keep the model current as tools and needs change. • Set product direction for the internal knowledge/context layer and the library of reusable skills, agents, and workflows; set priorities and partner with engineering and data on delivery. • Own the standards, governance, and trust model with security, legal, and the AI Governance Committee so employees move fast within clear, safe guardrails. • Own the metrics that show whether the internal AI investment is paying off (adoption, reuse, change in how work gets done) and reset priorities each cycle. • Set the adoption strategy and the bar for what scales company-wide; deliver through L&D, an ambassador network, and department leaders.