Kevin Lowe

• Early Employee: Leads the Gig-Driver Pickup & Delivery team. Defined roadmap that scaled XXXX% delivery volume in XX months – with product initiatives including driver app, internal tools used by support agents, fulfillment software used by stores associates, tech systems logics and human SOP. • Business Impact: Submitted 30+ product business cases valued at $150m/yr with 70% leadership approval rate – yielding $110m/yr cost-savings. Closed 50+ bugs/issues valued at $100m/yr. Prioritized projects included requirements that reduced user fraud, abuse, and compliance risks. Improved user experience measured by reduction in overall agent support contacts; -34% in FY24 & -74% in FY25. • Implementation, Rollout, Testing & Analysis: Develops launch plans that include test/control primary/negative metrics, north-star metrics, and qualitative feedback. Designs launch schedule from beta to prod, including leadership & legal go/no-go approvals, comms strategy + knowledge base. • Leadership: Manages two high-performing direct reports focused on running the continuous day-to-day business, identifying failures, and participating as core partners during E2E product development. • Analytics: As owner of the primary metrics driving the lion’s share of performance success within the Driver Experience department, I use Tableau heavily for WBR, MBR, QBR reporting – along with dashboard creation to automate investigative waterfalls that bring clarity to identify root-causes. • Notable projects: 1. Order Status Tracker – allowing drivers to view readiness status of an order 2. Real-time Order Cancellation – immediately notifying drivers the changes in trip earnings, miles, etc. 3. Airplane Mode Blocker – preventing early arrival fraud. 4. Additional Projects – Driver Search logics, Arrival Geofence Detection, Journey-Based Chatbot, and Real-Time Feedback Ingestion.

• Founding Team: Pioneered scalable processes since department inception from ideation to public beta. • Product Development Lifecycle: Led data migration to JIRA and workflow architecture, supporting multi-channel feedback intake, issue triaging, and sprint planning for Product, Design, and Engineering. • Research Program: Created our Research department supporting Product and Design teams with user insights that validate feature propositions and exploratory innovations. Annually, launching 350+ surveys, sourcing feedback from 4,000+ participants via unmoderated surveys and live conversations. • Go-To-Market & Beta Readiness: Leads internal and external beta sourcing and onboarding, including development of vertical and horizontal industry product-market-fit knowledge repository. • Product Manager: Aligns OKRs with roadmap and drafts feature development PRDs, ranging from in-app core experiences to various data collection projects including NPS modal integration. • Analytics: Frequently monitors activity and feature consumption from onboarded internal/external beta program, identifying irregularities within engagement health at the user and group-level. • Solutions Architect: Listens to prospective customer pain-points during sales-pitch and product feedback sessions to identify solutions that are software-based, including changes to operational processes.

• Product Expert: Serves as the cross-functional point-of-contact for our product and competitors. • Feature Prioritization: Validates need and impact before gathering use-cases and advocating. • Launch Ready: Enforces timeline with testing, help center articles, communication to XFN teams. • User Experience: Influences design and experience flows to retain product and feature adoption. • Help Center: Leads oversea team on world-class formatting approach and overall review of documents. • Product Communication: Informs cross-functional teams of impactful bugs & issues, interim solutions, and progress updates through chat groups and newsletters. • Feedback Channels: Gathers insights from customer service inquiry logs, lost users in various life-cycle stages, current users (internal and external), online community forums and blogs, strong competitor research, ad-hoc outreach promotions, hosting and attending networking events • Feedback Strategy: Drafts material based on actionable insights and logistics to improve participation.

• Program Managing: Partners with XFN teams to provide resource support and leads weekly meeting discussions regarding current progress, learnings, blockers, and new bugs/issues/feature requests. • Software Testing: Facilitates our internal Android software testing program in staging and production environments. Partners with Engineering to follow a trusted issue triage and remediation process. • Change Management: Presents feature or process pilot program results to Territory Managers for approval to launch in national markets – creates Ariane LaunchCals to ensure end-user readiness. • Implementation and Rollout: Partners with Project Managers to inform, train and release process changes or features in phases to national markets based on the potential risk and feedback quality. • Diverse Solutions: Categorizes varying user experiences and prioritizes based on impact or need. • Project Repository: Creates repository to foster project progression through documents, requirements, meeting notes, XFN collaboration, and to hold AIs accountable. • Compliance: Monitors compliance through PLX dashboards or SQL queries.

• Product Roadmap: Drafted MVP specifications based on prioritization and immediate vs. future needs. • Product Specs: Defined requirements from stakeholders and gain buy-in from cross-functional teams. • Communication: Synced with Engineering and provided risk or dependency updates to stakeholders. • JIRA Owner: Managed CX queue and prioritized backlog tasks for weekly sprint and on-call engineers. • Partner: Product expert and thought leader to Product, Engineering, Compliance, Growth and CX teams. • Product Improvement: Drafted agent-tooling specs based on credit card program policies. • Process Improvement: Developed procedures with executive management to control risk exposure. • Compliance Project Manager: Identified event size and root cause to develop remediation strategy. • Highlight: Created the customer service and agent tool experience from 0 cards in market to 100,000+.

• KPI Partner: Recognized in developing Collections strategy and integration of Twilio’s IVR. • Queue Management: Influenced efficiencies and tested new user acquisition channels. • Manage: Led team of 6 Account Managers; performed weekly 1:1 meetings and quarterly reviews. • Scale-ready: Developed strategies to effectively reduce top customer inquiries by 37%. • 3rd Party Integration: Configured Zendesk from scratch and partnered with Product to build features.