• Responsible for handling nationwide DHS case assignments • Working closely with the DHS Deputy Program Manager, the position requires daily spoken and written communication with investigative personnel, support staff, and management. • Interact with DHS Program Manager, Deputy Program Manager Quality Assurance Officer, Investigative Training Coordinator , Review Operations Manager, Review Team Leads, Field Operations Manager, Regional Managers, Section Leads, Quality Assurance staff, reviewers, field investigators, and the customer to ensure timeliness and thoroughness of investigations. • Maintains an understanding of company business operations and goals and provides information on how workload strategies impact performance goals • Strategically distribute all DHS case work nationally to our workforce in order to maximize employee performance • Assign all leads in Pending (PE) status within 1 business day • Manage daily workload and assignments for Contract Field Investigators (CFI) and Contractor Investigation Technicians (CIT) • Review monthly and quarterly CFI/CIT statistics with Deputy Program Manager to ensure acceptable performance is maintained for all staff supporting the program • Manage all workload priorities, minimize workload and assignment inefficiencies, ensure priority ladder is being followed and identify incorrect case re-assignment practices • Identify new processes, systems or products to enhance performance of the program • Ability to analyze problems and develop solutions. • Be familiar of the financial operational aspects of the program. • Be knowledgeable with the business workload priorities, timeliness parameters, customer priorities, and the DHS Background Investigator’s Report Writing Guide. • Assist Deputy Program Manager with case assignments, workload capacities, and Assigned Completion Date (ACD) changes in a timely manner • Assist in times of surges or reduced case flow and general support, as required, to maintain a functional operational output • Analyze cause and effect solutions in Program Performance • All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and are to be performed in conformance with applicable company policies and procedures. • In the event of uncertainty or lack of knowledge of company policies and procedures, employees are required to request clarification or explanations from the Program Manager or authorized company representatives • Ability to work evenings/weekends, when needed • Other duties as assigned

• Own the full campus store transition process from planning to execution • Serve as the main point of contact for institutions during transitions • Develop and manage detailed project plans, timelines, and deliverables • Chair weekly meetings between the transition workstreams • Ensure all workstreams are progressing according to the Store Transitions Priority Checklist • Communicate updates and timelines clearly across all stakeholders • Coordinate in-person store visits, including POS/SFA setup with IT teams, Inventory planning and execution, transition day activities and logistics • Deliver in-person training to new store managers during transition weeks • Travel to our new accounts for 3–5 days per transition to help manage and action the store transition in-person • Designing and building processes to streamline future store transitions • Work within the inventory management system to assess supply needs and order accordingly • Collaborate with our Store Trainer to document and enhance onboarding materials for future store managers

• Owns the strategy + execution of new store openings • Leads location selection, leases & vendor negotiations • Manages P&L, pricing, assortment, and commercial performance • Oversees store performance through Retail Specialists • Partners closely with operators to ensure execution is on time • Travels for store launches + performance visits • Helps scale from 10 pilot stores → 50+ stores

• Responsible for ensuring suppliers meet World Courier quality standards and compliance requirements • Develop and maintain supplier quality programs • Conduct audits and manage supplier relationships • Collaborate across departments to align supplier performance with organizational goals and regulatory standards