Airspace

• Analyze orders with Customer Complaints. • Analyze calls and provide constructive feedback • Assure consistent quality of service by enforcing company procedures and policies. • Provide solutions and assistance to Operations and QA&A team members • Provide recommendations to improve the procedures and policies throughout the organization continuously. • Participate in real-time order analysis when requested, required, or needed. • Research customer satisfaction issues, develop corrective action plans, and monitor results through to closure. • Analyze calls and provide constructive feedback to ensure Operation Specialists are delivering the highest standard of communication to Airspace clients, Commanders/Copilots, and Service Partners. • Communicate proactively with the QA&A team on problems and issues. • Provide input to QA&A work collaboratively to achieve improved results. • Ensure operational compliance with all regulatory requirements under which the company operates. • Review and evaluate orders without error codes • Perform additional duties and responsibilities as assigned by the Director for QA&A and/or Lead Analyst of QA&A.

• Own end-to-end operational performance across North America, ensuring order execution consistently meets or exceeds client expectations for all time-critical shipments. • Serve as the senior operational escalation point for complex, high-stakes logistics challenges across the life sciences, pharmaceutical, aerospace, and medical device sectors. • Partner closely with commercial, quality, IT, and global teams to deliver tailored solutions that meet complex operational, regulatory, and service requirements. • Lead coordination across transportation networks and carrier partners to maintain service reliability and compliance in a dynamic, 24/7 operating environment. • Recruit, develop, and retain a high-performing team of 50+ operations professionals, fostering a culture of accountability, continuous improvement, and customer obsession. • Design and implement structured training and development programs that build technical depth, cross-functional knowledge, and long-term organizational capability.

• Set up new orders for time-sensitive commodities • Provide proactive updates to customers on order status • Confirm job milestones are completed correctly and on time • Relay delays, issues, and updates professionally • Escalate issues early as needed • Manage inbound and outbound communications timely • Identify and resolve issues from requests

• Manage a network of Dedicated Drivers • Support drivers directly and ensure customer needs are met • Own execution of tactical initiatives to deliver top-quality service • Invest in driver development and build relationships with drivers and customers • Lead onboarding and ongoing training programs for drivers • Provide consistent coaching and feedback to drivers • Monitor driver performance metrics and identify trends • Build trusted relationships with drivers through regular interaction • Provide direct support to drivers on tactical problems • Partner with leadership to identify process gaps

Role Description The Global Head of Pricing leads Airspace’s pricing function, owning the models, processes, and governance frameworks that drive margin optimization across all service lines and geographies. This role is responsible for: - Building and maintaining pricing structures against well-defined cost inputs - Reviewing new customer margin performance against model expectations - Ensuring pricing accuracy through close partnership with Yield Management Rate Administration and Close-Out functions - Developing actionable strategies to drive margin improvement over time by identifying opportunities for operational improvements, cost-savings, and/or price increases Reporting to the EVP of Pricing & Procurement, the Global Head of Pricing operates cross-functionally with Commercial, Operations, Finance, and Product teams. The role carries a dual mandate: maintain analytical rigor in pricing model development while serving as a practical business partner who ensures pricing decisions translate into accurate, executable outcomes. This is not a greenfield build. Airspace has invested significantly in pricing and cost infrastructure, including profitability databases, cost reconciliation pipelines, and invoice validation systems. The Global Head of Pricing will inherit these systems and is expected to operate, refine, and extend them while identifying opportunities to improve margin and pricing accuracy at scale. This role is ideal for a leader looking for a platform to showcase their talent, someone who can reimagine ways of working, establish new processes, and engage cross-functional teams across both Domestic US and International markets. Every deal at Airspace flows through the pricing function, giving this role direct impact on 100% of the customer base. At the same time, this is a hands-on position: the Global Head of Pricing will build out the financial metrics underpinning pricing models, partner with Operations and the Commercial organization to optimize business performance post-award, and identify opportunities for profit enhancement beyond the modeled expectations. Key Responsibilities - Pricing Model Ownership: - Build and maintain margin estimation models across service lines and geographies, ensuring they accurately predict profitability at the shipment, lane, and account level. - Calibrate models against actual margin performance on a regular cadence, updating inputs and structural assumptions as the business evolves. - Execute market research for new service types and geographies to develop pricing frameworks as Airspace expands into new markets. - Drive medium-term (6–12 month) margin improvement initiatives with accurate sizing of opportunity at the account level. - Cost Governance & Structured Cost Inputs: - Partner with Operations and Finance to catalog current cost expectations across service lines, with as much granularity as possible, as structured inputs for pricing models. - Drive cross-functional initiatives and governance processes to formalize cost expectations across driver, airline, and vendor cost categories. - Identify the highest-impact opportunities for cost improvement and partner with operational leadership to create initiatives that address them. - Go/No-Go Recommendation Processes: - Build and manage Go/No-Go recommendation processes in partnership with the Commercial team for new logos and expansion opportunities. - Evaluate expected implementation requirements against Airspace’s operational expertise and service capabilities to identify potential execution risks before deals are committed. - Establish safeguarded discounting methodologies and approval workflows that protect margin while supporting Commercial velocity. - Ensure that pricing improvement initiatives and annual rate increases are accurately incorporated into revenue forecasts in coordination with Revenue Operations. - Margin Performance Review: - Own the review of margin performance as aligned to pricing model expectations at a regular cadence. - Identify gaps between modeled and actual margin, diagnose root causes, and update model structures or inputs accordingly. - Surface operational changes that could improve margin and partner with relevant stakeholders to drive execution. - Billing Accuracy & Revenue Assurance: - Partner with Yield Management Rate Administration and Close-Out functions to ensure all clients are billed with precision against contracted rates and pricing structures. - Establish KPIs for billing accuracy and build exception reporting to identify and resolve discrepancies. - Support the development of well-governed processes that connect pricing decisions to downstream billing execution. - Procurement Support: - Support vendor cost benchmarking, rate analysis, and contract rate management as inputs to the broader pricing function. - Partner with Procurement leadership on cost-side data and analysis that informs vendor negotiations and rate structures. - Cross-Functional Partnership & Automation: - Partner closely with Analytics and technical teams to identify and implement scalable automated processes wherever possible. - Extend in-product pricing capabilities in coordination with Product teams. - Support the EVP and senior leadership in strategic negotiations with analysis, modeling, and pricing scenario development. Qualifications - 8-10+ years of experience in a combination of Pricing, Logistics, Strategy Consulting, and/or Finance. - 3+ years of experience managing a team of analysts or pricing professionals. - Direct experience owning pricing processes in a transactional logistics or high-frequency B2B services environment. - Strong analytical foundation with demonstrated proficiency in data tools (Excel/Sheets, SQL, Python, or BI platforms). - Proven ability to build and operationalize processes end-to-end—from design through cross-functional implementation. - Experience partnering with C-suite and senior leadership as a trusted thought partner on pricing and margin strategy. - Comfort operating in existing systems and infrastructure, with a bias toward improving and extending what exists rather than rebuilding. - Strong cross-functional leadership and coordination skills—this role succeeds through influence, not authority. - Deep understanding of time-critical logistics, B2B operations, and margin economics. - Humble, service-oriented leadership style with a bias toward action and ownership. - MBA or equivalent experience preferred; STEM background a plus given close partnership with technical functions. Compensation & Benefits - Salary range: $165K - $185K annual salary with a bonus opportunity - High-quality health, dental, and vision plan options - Open PTO - 401K with company match Core Values - We are One Team. We believe we all accomplish more when we are working together. - We make an Impact. We are determined to have a positive influence on our environment, our customers, our industry, and our world. - We are Passionate. We care deeply about our mission and are not afraid to raise the bar. - We are Transparent. We pride ourselves on having open, honest, and sincere communication with our team and customers. - We are Innovative. We never settle and are always striving to improve our product, service, and ourselves.

• Prepare and issue accurate invoices based on customer contracts and shipment details in a timely manner. • Monitor accounts for payment activity, ensuring all payments are received and recorded accurately in the system. • Follow up on overdue invoices and work with clients to resolve payment discrepancies or issues. Coordinate with the collections team to ensure timely resolution. • Assist in reconciling customer accounts and identifying any discrepancies or issues. Resolve billing discrepancies with customers as needed. • Serve as the point of contact for customers regarding their account status, payments, and billing inquiries. Provide excellent customer service to foster positive relationships. • Regularly review aging reports and assist with identifying and prioritizing overdue accounts. Provide updates to the Accounts Receivable Manager on any accounts requiring special attention. • Maintain accurate and up-to-date customer account information and transaction records. • Ensure that all payments, adjustments, and credits are entered into the system correctly. • Help prepare reports on accounts receivable performance, aging status, and payment trends for management review. • Work closely with other departments (e.g., Yield Management, Revenue and Operations) to resolve billing issues and ensure accurate and timely invoicing.

• Serve as primary day-to-day point of contact for assigned enterprise customers. • Partners with the Director, Enterprise Sales and Account Management to create account strategies and execution rhythms and then drives the execution of said strategies. • Executes rhythm of business customer-facing and internal motions (ad preps materials) to drive account strategies and service excellence for their assigned accounts. • Deploys GTM S&O, and CBO, where needed to aid in best-in-class creation of materials and narratives to clients • Build trusted relationships with customer operational and commercial stakeholders. • Maintain deep understanding of customer clinical workflows, distribution models, and service expectations. • Represent Airspace with executive presence, logistics / MD expertise, and confidence in all customer interactions. • Maintain best-in-class account documentation, stakeholder maps, and service context; provide regular, concise, proactive updates to Sales leadership (from Director, Enterprise Sales and Account Management, to SVP, to MD to CEO) on account health, risks, and opportunities. • Coordinate with Operations, DriverOps, and Support teams to drive fast resolution of critical service issues (typically not at the order-level, but sometimes may be). • Communicate clearly and professionally with customers during incidents. • Travel to customer sites for new logo onboardings and major expansions when needed. • Support onboarding planning in partnership with Director, Enterprise Sales and Account Management, SVP, and Operations. • Own the operational execution and adoption of all approved expansions. • Ensure customer training, documentation, and readiness activities are completed • Drive revenue and margin performance for assigned accounts. • Monitor volume trends, pricing behavior, and margin performance. • Partner with Pricing, Finance, and Director, Enterprise Sales and Account Management to mitigate margin risk and support sustainable growth. • Surface and shape expansion opportunities with Director, Enterprise Sales and SVP (new regions, service types, dedicated fleets, on-demand usage). • Execute rollout and adoption of new services or lanes.

• Set up new orders by adhering to both standard work practices and client-specific SOP instructions. • Ability to stay independently informed by reviewing all communications provided throughout the company platforms. • Ability to professionally relay delays, issues, and updates with customers through verbal and written communication.

• Build and own the end-to-end Dedicated Driver training program, including new driver onboarding curriculum, role-specific modules, and ongoing retraining content for both online and in-field delivery • Partner with recruiting to integrate training into the onboarding process, ensuring every driver is fully prepared before their first shift • Develop scenario-based training content using real examples so drivers learn how to think, not just what to do • Travel into the field (up to 25% of the time) to deliver in-person training, validate program effectiveness, and ensure standards are being met at the warehouse and customer level • Conduct driver performance evaluations to assess training effectiveness and iterate content and delivery based on results • Identify drivers who are at risk and develop targeted retraining or performance improvement plans in partnership with Regional Managers • Maintain and update training documentation, SOPs, and resources as processes evolve • Partner with Driver Ops Managers and the Revenue team on quality and performance initiatives

• Set up all new orders containing time-sensitive commodities for success • Provide proactive updates to customers on any deviations • Track order status progression from start to finish • Handle all inbound and outbound communications in a timely manner • Acknowledge and act on all requests via email, phone, and text requests • Maintain balanced performance metrics as required for the role