• Own day-to-day relationship with domestic air freight providers. • Lead weekly performance reviews covering: • Ensure all scheduled FC linehaul moves depart on time to meet airport tender windows. • Monitor flight performance daily to ensure arrival supports last mile injection cutoffs. • Drive accountability for recovery plans when flights are delayed, bumped, or canceled. • Analyze historical performance to identify recurring delay or bump risks. • Recommend alternative flight options, departure times, or routings to improve SLA adherence. • Ensure operational compliance at FCs to support air movement. • Own domestic air freight cost per pound / per package performance. • Partner with Last Mile Operations to align injection cutoff expectations. • Provide performance reporting to Transportation leadership with clear risk visibility.

• Track, trace, and manage large parcel shipments from origin to in-home delivery • Coordinate and monitor delivery appointment optionality and success rate • Ensure real-time status updates across all systems throughout the delivery lifecycle • Act as an escalation point for service failures and delivery exceptions • Proactively identify at-risk deliveries and work with carriers to prevent service failures • Manage and enforce vendor, shipper, and carrier SOP compliance. • Maintain daily communication with third party large parcel carrier network • Ensure carriers meet service level expectations including pickup capacity and execution, speed to customer, In-Home Delivery Experience, Exception Management (ie. Lost in Transit, Damage) • Monitor carrier scorecards, including on-time performance, damage rates, and customer satisfaction • Support capacity planning for peak periods • Partner with customer support teams to provide delivery updates and resolve escalations • Coordinate delivery changes such as address updates, cancellations, and special requests • Ensure a smooth handoff between vendor, linehaul, cross-dock, and final mile carriers • Act as operational escalation point for customer inquiries • Maintain accurate shipment data and milestone tracking • Respond promptly to internal and external communications • Escalate system issues, process gaps, or service risks that could impact delivery performance • Provide weekend or after-hours monitoring when needed • Audit delivery invoices including accessorials • File and manage damage and service failure claims with carriers • Track root causes of damages and missed deliveries to support continuous improvement • Maintain accurate documentation of delivery outcomes, photos, and customer sign-offs • Manage delivery exceptions including Damages, Refusals, Access limitations (stairs, tight spaces, no elevator), Weather or delay disruptions • Coordinate redelivery, return to sender, or replacement shipments when necessary

• 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.

• Drive operational excellence across delivery, resourcing, and financial management. • Establish, monitor, and report on KPIs across all operational functions. • Partner with the COO to define and execute operational strategy. • Oversee engagement delivery, ensuring projects are appropriately staffed and on schedule. • Manage the professional services financials, including revenue and utilization. • Build and lead a high-performing team for collaboration and continuous improvement. • Build trusted, executive-level client relationships and enhance client satisfaction.