Zūm

• Own accounts receivable aging across all active district accounts — produce and distribute a comprehensive weekly AR aging report to the Sr. Manager and VP every Monday without exception • Execute a structured, proactive collections outreach program with defined touchpoints at Day 15, Day 30, and Day 45 for all outstanding invoices, maintaining professionalism and relationship continuity throughout • Identify and escalate accounts exceeding 60 days past due to the Sr. Manager, providing complete account history, payment correspondence, and a recommended course of action • Serve as the initial point of intake for all district billing inquiries and disputes — log, triage, and brief the Sr. Manager within 24 hours of receipt, ensuring no dispute goes unacknowledged • Facilitate payment method setup and onboarding for district accounts, including ACH enrollment, check processing coordination, and portal payment configuration • Provide investigative support to the Sr. Manager during dispute resolution, supplying payment history, prior dispute patterns, and client relationship context • Prepare and maintain complete documentation in support of Legal escalations, including payment history records, written correspondence, and account timelines • Identify potentially uncollectable balances and present findings to the Sr. Manager for Revenue Accounting bad debt write-off assessment • Produce the monthly AR aging summary for distribution to the CFO and senior leadership • Monitor field trip and charter payment status across all active accounts, proactively surfacing unpaid balances approaching service authorization thresholds

• Extract monthly billing data from the Zum portal for all assigned accounts • Conduct a structured validation of portal data against Operations adjustment submissions for each account • Apply account-specific contract rules to validated billing data • Prepare invoices in NetSuite for each assigned account using fully validated billing data • Submit completed invoices to the Manager and operations stakeholders for review • Issue approved invoices to the designated district accounts payable contacts via NetSuite • Provide billing data, supporting documentation, and account context to the Sr. Manager in support of dispute investigations • Maintain organized, complete billing records for all assigned accounts • Identify and escalate recurring data quality issues or systemic patterns to the leadership

• Establish and oversee the Deal Desk function — translate district service agreements into comprehensive billing briefs and ensure all new and renewed accounts are fully configured prior to first invoice issuance • Maintain alignment between contracted pricing terms and portal configuration across all active accounts, conducting systematic validation at each renewal cycle to ensure billing accuracy from the point of origin • Own operational accountability for the monthly billing data cycle — enforce the Day 1-3 adjustment submission deadline with field operations and escalate non-compliance to senior leadership as needed • Review and approve all invoices prior to issuance; serve as the designated escalation authority for high-value invoices requiring VP sign-off • Lead end-to-end billing dispute resolution process— conduct structured root cause investigations across data, configuration, operational, and contractual dimensions, and implement upstream process corrections to prevent recurrence • Manage all Revenue Operations integration protocols with Revenue Accounting, including the daily invoice issuance log, credit memo recommendation memos, and monthly billing summary, ensuring Finance has the information needed to close accurately and on time • Coordinate escalation pathways for product configuration issues and non-payment matters, engaging Product and Legal counterparts with complete supporting documentation • Lead, develop, and retain a team of Billing Admins and AR team— establishing clear performance expectations, delivering ongoing feedback, and building individual capability • Deliver weekly RevOps performance reporting to the Executive team, covering invoice accuracy, Days Sales Outstanding, dispute resolution cycle time, and collections rate

• Managing inbound charter requests from new and established customers, predominantly through email, and occasionally via phone calls • Providing support to multiple Account Executives. • Utilizing Google Suite to organize and manage communication-related to charter requests • Learning to use the ZUM admin and charter portals to facilitate the charter booking process • Overseeing the entire process from initial quote generation to final booking of trips. • Collaborating effectively with multiple departments within the organization to ensure the smooth execution of charter services • Maintaining a high level of attention to detail to ensure accuracy and quality of services • Demonstrating a coachable attitude, always willing to learn and adapt to changing procedures and policies • Being comfortable with handling a high volume of trip requests, even when the work may become monotonous. • Able to support multiple channels of communication (Phone, Chat, Email).

• Act as the interim leader for locations requiring additional managerial support, including newly established yards or during transitions. • Develop and implement operational plans tailored to specific customer requirements at each location. • Oversee fleet management, team development, training, and compliance across multiple sites. • Establish and maintain strong relationships with customers, stakeholders, and internal teams. • Utilize Zūm’s IT infrastructure to monitor KPIs, ensuring performance targets are exceeded. • Foster a culture of behavioral safety for all employees. • Manage full P&L responsibility across assigned locations, ensuring financial and operational efficiency. • Coordinate with HR, Recruiting, and Safety teams to address staffing and compliance needs. • Maintain readiness and compliance for fleet and facility operations, ensuring adherence to state, federal, and contractual requirements. • Serve as a liaison between union representatives and operations teams, where applicable. • Collaborate with payroll, finance, and safety departments to streamline operations and address discrepancies. • Strategically plan and execute hiring needs with HR and Recruiting teams. • Ensure fleet readiness through collaboration with Shop Managers and compliance with relevant mandates. • Oversee daily operations, incident reporting, and resolution processes. • Monitor and maintain clean, organized, and efficient facilities across sites. • Support special projects, including field trip logistics and charter processes. • Deliver consistent results in KPI performance and operational efficiency across multiple locations.

• Maintain and continuously update a comprehensive view of Zum's active claims portfolio across commercial auto, personal injury, and employment matters in all jurisdictions. • Track employment claim/threatened claim trends across yards and regions - identifying patterns by location, manager, or operational unit and escalating emerging trends before they compound. • Track case milestones and reserve changes to flag deviations for strategic review. • Build and maintain systems and processes for real-time claims visibility, ensuring accurate, timely information for stakeholder reporting. • Managing the claims lifecycle from intake to resolution, ensuring consistent reserve practices and TPA accountability during periods of rapid growth. • Identify opportunities to reduce reserves and IBNR estimates through proactive claim movement, earlier resolution, and data-supported re-evaluation of case trajectories. • Prepare briefing materials and trend summaries that lead to proactive conversations with operations leadership by translating claims and incident data into clear, actionable talking points tied to specific yards, routes, or operational patterns. • Track external litigation trends, verdict data, and settlement benchmarks relevant to school transportation and support litigation trend monitoring with quantitative analysis. • Produce risk trend reports that feed the legal team’s cross-functional collaboration with operations, safety, and HR on accident reduction and liability mitigation strategies. • Manage relationships with insurance brokers, underwriting community, and other risk-related service providers (e.g. TPAs). • Support the carrier relationships by ensuring carriers receive timely, accurate, and well-organized claims data and risk updates. • Partner with Legal, Operations, and Finance to drive the insurance renewal process, ensuring organizational risk is accurately represented and coverage needs are met. • Design and implement a risk KPI framework covering claims resolution velocity, reserve accuracy, TPA performance, litigation cost trends, and settlement efficiency. • Build and maintain dashboards that give visibility into portfolio performance, organized by matter type, jurisdiction, and business line. • Track KPIs against targets and produce periodic performance reports for internal leadership, translating claims data into clear, actionable insights. • Continuously refine KPI definitions and reporting cadences as Zum's claims portfolio evolves with geographic expansion. • Prepare comprehensive risk narratives, qualitative analyses, claims history analyses, and safety summaries for use in annual insurance renewals in close partnership with cross-functional leaders. • Identify risk factors such as jurisdiction-specific verdict trends or recurring claim categories that may affect coverage terms or premium outcomes, and work to address them proactively. • Ensure that underwriting submissions reflect legal risk mitigation efforts, not just raw loss data demonstrating to carriers that Zum manages claims with discipline and intention. • Partner daily with operations to review incident data, aligning on risk flags, and ensuring claims intelligence flows seamlessly between the legal and operational sides of the business. • Develop a catastrophic risk framework that defines and prioritizes the claim categories with the highest potential severity including student injury, vehicle accidents resulting in serious bodily harm, and multi-claimant incidents and tracks leading indicators for each.

• Serve as the primary point of contact for inbound charter inquiries via phone, email, and chat • Capture detailed trip requirements and generate accurate, timely quotations • Proactively follow up on all quotes and leads to drive conversion to booked revenue • Manage customer requests including trip changes, cancellations, and issue resolution • Deliver fast, effective, and professional communication across all customer interactions • Resolve customer issues with a focus on single-contact resolution whenever possible • Maintain accurate records of all customer interactions and opportunities in internal systems • Collaborate with operations teams to align customer needs with service availability • Meet or exceed individual revenue, conversion, and responsiveness targets • Contribute to overall team revenue and customer satisfaction goals

• Develop and implement a comprehensive strategy for scaling and managing the entire driver acquisition process. Provide visionary leadership to ensure the growth and success of our driver base. • Ensure accurate projection of driver forecasts and manage hiring campaigns within allocated budgets. Implement cost-effective strategies and monitor performance against financial goals. • Oversee the complete lifecycle of driver acquisition, from recruitment to onboarding. Implement processes to ensure drivers are properly vetted, credentialed, and trained/onboard according to Zum's standards. • Own driver recruiting performance metrics, developing and tracking key performance indicators (KPIs) to measure the success of driver growth initiatives. Provide regular visibility and reports to the leadership team. • Conduct competitive analysis both at the national and market level from the driver acquisitions point of view. Implement best practices to maintain a competitive edge in driver recruitment and retention and set Zum apart from competition- making Zum the most desirable employer for school bus drivers in the world. • Collaborate with cross-functional teams to align driver growth strategies with overall company objectives. Foster strong partnerships with other departments to enhance overall operational efficiency and reduce acquisition costs.

• As a School Operations Manager you will be responsible for managing the day-to-day relationship and serve as the main point of contact between schools/districts and Zum. • Ensuring student data and campus schedules are accurate and up to date. • On-boarding and maintaining school accounts, this includes monitoring and reporting KPIs weekly and quarterly • Coordinate the flow of information between the Sales, Supply, Engineering, and Customer Success team. You will be Zum's source of truth for your accounts. • Manage Salesforce case queue to ensure any escalation and key requests that cannot be handled by our support staff is completed in a timely manner. • Continue to identify areas of improvements, be that processes, safety protocols, dashboard/technology features, and big-picture operational planning for expansion.

• Build & Standardize Workforce Development Programs • Design and implement standardized onboarding, training, certification, and re-certification programs for 2,500+ CDL drivers and 1,000+ non-CDL driver and attendants across 18 locations and growing • Create and refine Zūm's home-grown driver certification pipeline to improve time-to-credential, pass rates, and overall training quality • Develop curriculum, SOPs, competency frameworks, and evaluation tools that can scale across current and future markets • Drive Safety Compliance & Regulatory Excellence • Ensure consistent compliance with FMCSA, DOT, and state-specific transportation requirements across all Zūm markets • Build and maintain systems for managing DQFs, Clearinghouse checks, MVR monitoring, and drug/alcohol testing programs • Create audit-ready documentation standards and lead internal/external compliance reviews • Lead Operational Excellence & Process Innovation • Identify and address process gaps across hiring, onboarding, training, and compliance; design and implement scalable solutions that work across diverse markets • Lead cross-functional projects that reduce friction, improve conversion rates, accelerate time-to-hire, and strengthen workforce quality • Partner with location-based training staff to ensure consistent execution while allowing for necessary local adaptation • Work closely with Field Ops, HR, Recruiting, Safety/Training, Product, and Engineering to ensure seamless execution and data accuracy • Establish Quality Frameworks & Performance Metrics • Define and own KPIs for training quality, workforce readiness, safety compliance, and operational effectiveness • Build reporting frameworks that surface actionable insights and drive continuous improvement • Use data to identify trends, recommend systemic improvements, and measure the impact of workforce development initiatives on service quality and safety outcomes