• Own the product strategy • Be the Consumer expert • Deliver meaningful marketplace impact • Own discovery surfaces end to end • Build great products • Use AI to power smarter consumer experiences • Work iteratively • Lead with clarity

• Identify Value: Partner with CCO pillar leaders, Customer Service Operations, and Data Engineering to understand how we define an “effortless, empathetic, and consistently excellent” support experience, and translate that into a clear data vision, metrics, and use cases (e.g., total agent time per order, CS cost as % of revenue, CSAT, self‑service and deflection, first contact resolution, and contact‑per‑order guardrails). • Bridge Gaps: Convert CCO business needs into actionable data product requirements by mapping how customer, order, ticket, and interaction data flows across our CCaaS platform, Salesforce Service Cloud, internal CS tooling, and the Enterprise Data Hub, and ensuring we have robust models for agents, contacts, queues, channels, and workflows. • Build a CCO Data Roadmap: Develop and maintain a multi‑quarter data roadmap for the Customer Service Agent Experience pillar, balancing foundational work (canonical schemas, data quality, lineage, SLAs) with high‑leverage use cases such as operational dashboards, WBR/MBR reporting, performance scorecards, forecasting inputs, and data powering in‑product support experiences and automations. • Coordinate: Facilitate cross‑functional development of key CCO data assets by coordinating the teams that produce, shape, and consume them — including Data Engineering, CCO tech (CCaaS and Service Cloud integrations), Analytics, Finance, and partner Product pillars — to align on definitions, ownership boundaries, and delivery plans. • Deliver: Work with your partner teams to deliver data features on your roadmap — from new subject‑area marts and metrics layers to data contracts and ELT pipelines — and communicate status, tradeoffs, and expected impact to CCO, Enterprise Data, and Technology leadership. • Increase Adoption & Track Value: Treat CCO data as a product. Lead user acceptance testing with CS operations, team leads, and analysts, drive adoption of self-serve data products, and measure the impact of your work on stakeholder satisfaction, on‑time delivery, data quality, and adoption, as well as on the pillar’s core outcome metrics. • Own It End‑to‑end: Own value discovery, requirements, feature prioritization, roadmapping, stakeholder coordination, UAT, documentation, and adoption tracking for the CCO‑focused data products you own. Be the authoritative expert on how support data is modeled and activated, resolving questions and inconsistencies by tracing lineage across systems and ensuring a single source of truth for CCO metrics and reporting.

• Own the product strategy and roadmap for key staking features, protocols support, and reporting tailored for institutional clients. • Collaborate with cross-functional teams to deliver compliant, scalable, and performant staking solutions across multiple chains • Engage directly with institutional clients—such as asset managers, financial institutions and crypto natives—to gather feedback, validate product direction, and ensure we’re meeting the highest bar for security, ease of use, and operational excellence. • Define and manage metrics to guide product prioritization and measure success. • Generate excitement around a shared vision and align teams to successfully realize. • Clearly articulate plans and progress internally to key partners and executive leadership, and communicate product functionality to clients

• Define and execute a clear product vision aligned with company growth objectives • Own and evolve the product roadmap across core and emerging product lines • Partner with Engineering leadership to ensure predictable, high-quality delivery • Translate customer insights, market dynamics, and revenue goals into actionable product strategy • Drive cross-functional alignment across Product, Sales, Marketing, and Customer Success • Establish KPIs to measure product performance and continuously improve outcomes • Lead, coach, and scale the Product Management team • Represent Product at the executive level, contributing to strategic planning and prioritization