This leader will contribute to the overall platform vision, build the team around the key domains, set the roadmap, and drive execution - partnering closely with the customer-facing product teams that own the same domains on the customer self-service side, and with engineering, data science, and customer service operations. This leader will define and deliver the agent-facing experience for these domains - reducing friction in how associates work, eliminating inconsistency in how issues are resolved, and building an AI-native UI that surfaces the right context, guidance, and resolution options to agents in real time.