Eric P.

• Strategic Vision & Roadmap: Collaborated with the VP of Product to define and execute a strategic roadmap for the online ordering platform, a centralized restaurant management solution integrating with third-party systems (POS, delivery platforms, payment gateways), and established quarterly OKRs. • Product Improvement: Responsible for the continuous management and enhancement of the platform, incorporating customer feedback and data analysis to prioritize improvements and add new features. • Launch of New Features: Successfully designed and launched new features to improve digital ordering solutions, resulting in an increase in the percentage of partner sales from 15% to 30%. • Cross-Functional Collaboration: Worked closely with development, marketing, and customer support teams to ensure seamless integration of new features, optimizing user journeys and reducing response times to customer inquiries. • Analysis and Reporting: Established KPIs to evaluate the impact of improvements and new features, reporting results to management to inform product strategy. • Product Strategy: Defined the product vision, goals, metrics and product roadmap.

Led product strategy for GAP (Guichet d’accès à la première ligne), a virtual healthcare platform connecting patients to primary care services across Québec. Key Impact: • Reduced patient consultation wait times by 30% through redesign of clinical intake workflows. • Drove adoption across 30+ healthcare institutions including CLSC and CIUSSS networks. • Facilitated story-mapping workshops that translated complex healthcare workflows into prioritized product releases across multiple engineering teams. • Led product discovery with UX teams to design scalable patient and clinician experiences. • Delivered real-time analytics dashboards enabling institutions to track operational performance and utilization.

Defined product strategy for GoTo Contact Center, a CCaaS platform enabling businesses to manage omnichannel customer interactions. Key Impact: • Generated $5M in incremental revenue through pricing and packaging optimization. • Increased trial-to-paid conversion by 45% by redesigning the product onboarding experience. • Launched new omnichannel capabilities (Webchat, SMS, Facebook, Instagram) driving 30% increase in customer sales. • Defined KPIs including conversion, retention, and engagement metrics. • Built analytics dashboards enabling customers to track performance and engagement metrics.

● Define the product roadmap, prioritize features, and communicate the overall vision and strategy with stakeholders. ● Lead the planning, development and launch of new tax features. ● Established and optimized go-to-market packaging and features for tax products and services to grow revenue, margin, and customers. ● Prioritized features and sequence development to ensure digital tax products and services are delivered on time, on budget and are compliant with government regulations. ● Maintained product backlog and prioritize based on business needs. ● Leverage the expertise of tax experts, user experience designers and content writers to manage the product lifecycle. ● Support marketing team with articulating the value proposition and key internal and external messages. ● Partner with the analytic team to analyze quantitative and qualitative data to take decisions. ● Work closely with other product managers to align our strategies and roadmaps. ● Evaluate opportunities to improve client experience. ● Identify new monetization opportunities. Key Accomplishments: ● Successfully launched Ask a Tax Expert – Performed the product discovery, defined the product strategy including packaging and pricing, worked closely with UX and content teams to define the client experience, and defined the operation plan. ● Increased Net Promoter Score from the 60 to > 70. ● Grew customers by 30% and revenue by 120%, by supporting new tax scenarios and adding new tax services to the product.

● Define the product roadmap, prioritize features, and communicate the overall vision and strategy with stakeholders. ● Managed a team of 9 business tax analysts. ● Developed new Agile processes resulting in 7-week reduction of certification timeline, 96% reduction in error rate, and 50% improvement in filing-acceptance rate. ● Work closely with tax specialists, design, business, and technical stakeholders to determine product requirements. ● Worked closely with CRA & Revenu Quebec to go through the certifications of the tax software. ● Identified opportunities of improvement of the tax engine. ● Developed an internal tool to automate testing: o Helped to reduce errors by 80%. ● Monitored the Netfile rejections during the tax season and work with the tax team on fixing the issues. Key Accomplishments: ● Successfully launched a robust tax platform able to be connected to multiple tax products.

● Worked closely with the Product Manager and the development team to build the tax software H&R Block Online. ● Acted as a resource person with CRA and Revenu Quebec. ● Drive the certifications of the tax software with CRA and Revenu Quebec. ● Analyze the new forms and maintained the tax calculations up to date in the tax engine. ● Worked with the Tax QA team to define a testing strategy. ● Identified opportunities for improvement, propose and recommend solutions to improve the client experience. ● Collaborate with the Product team to implement new services and features. Key Accomplishments: ● Successfully certified and launched a new DIY tax software.

● Worked with the Director of the Tax Research, to define the product strategy and roadmap. ● Led the product management of the tax software DT FormMax. ● Worked closely with the development team to improve the product and provide more value to customers. ● Led the certification of the product with CRA & Revenu Quebec. ● Analyzed quantitative and qualitative data to take decisions on product improvement. ● Maintained product backlog and prioritize based on business needs.

▪ Collected and analyzed customer business needs. ▪ Organized, planed, and led projects concerning the improvement of tax softwares. ▪ Write the functional specifications. ▪ Identified opportunities for improvement, propose and recommend solutions to improve the client experience. ▪ Maintained the knowledge base and write various procedures and documentation. ▪ Provided coaching to junior business analysts. ▪ Generated reports regarding the use of our software online. ▪ Acted as a resource person with Revenu Québec and Revenue Canada