• Own the product vision, roadmap, and execution for agent-facing platforms and tools that enhance customer and agent experiences • Partner with business and technical stakeholders to identify gaps, pain points, and opportunities across agent workflows and customer journeys • Develop a deep understanding of agent personas, customer journeys, and operational processes, translating insights into actionable product requirements • Lead innovation initiatives to simplify agent workflows, reduce friction, and improve CX through automation, consolidation, and smarter decisioning • Collaborate closely with Sales, Care, Save, Engineering, IT, Network, Operations, Finance, Billing, and Service Delivery teams to ensure successful delivery • Define and groom epics, features, and user stories in Jira, ensuring clear acceptance criteria and alignment with business outcomes • Drive improvements in KPIs including AHT, FCR, CSAT, order accuracy, and retention through data-driven prioritization • Establish and manage end-to-end delivery plans, coordinating dependencies across internal teams and external vendors • Partner with Finance and Billing teams to ensure solutions are compliant, auditable, and revenue-protective • Support testing, validation, launch readiness, and post-launch optimization to ensure solutions deliver expected results • Communicate product strategy, progress, and outcomes effectively to stakeholders at all levels of the organization • Influence product and platform decisions by balancing customer experience, agent efficiency, technical feasibility, and business priorities