• Lead daily network operations for Moves, Deliveries, and Junk Removal. • Oversee real-time dispatch, fleet utilization, and capacity coverage. • Monitor and improve acceptance rate, on-time arrival, completion rate, and cancellations. • Resolve incidents, provider delays, and capacity gaps with Dispatch and WFM. • Identify inefficiencies and streamline workflows to raise fulfillment and reduce friction. • Own provider onboarding, verification, and activation. • Ensure compliance with KYC, insurance, vehicle qualification, and platform rules. • Partner with Enablement and Safety on training, policy education, and expectations. • Implement coaching, tier progression, and incentive programs. • Surface experience gaps and drive initiatives that improve satisfaction and retention. • Enforce safety, quality, and compliance policies. • Partner with Safety and Community Operations on incident and claims investigations. • Track safety and quality KPIs such as incident rate, suspension rate, and claim resolution time. • Ensure complete documentation including proof of delivery and damage reporting. • Conduct periodic audits and compliance reviews. • Work with Community Operations on escalations and QA. • Partner with Product and Engineering to improve dispatch logic and the driver app. • Collaborate with WFM and Analytics on forecasting, dashboards, and reporting. • Support Partner Operations on merchant and enterprise SLA delivery. • Translate field insights into actionable recommendations for leadership and product. • Manage and mentor Driver Operations Leads and Regional Operations Specialists. • Set clear goals and hold teams accountable to KPIs. • Run weekly operational reviews focused on performance, risks, and corrective actions. • Build playbooks for new city launches, peak demand, and service expansion. • Present performance, insights, and recommendations to senior leadership.

• Leadership of Market Leaders — Build a strong, accountable, high-performing leader bench. Develop MLs into confident operators who execute with clarity and consistency. • Operational Consistency and Quality Across Markets — Create and uphold the unified Saltbox operating system: SOPs, rhythms, quality standards, workspace operations, and workflows. • P&L Ownership — Drive NOI performance through labor planning, occupancy strategy, expense discipline, staffing decisions, and operational execution. • Cross-Functional Collaboration — Partner closely with Facilities, Fulfillment, Sales, Parsel, and Finance to ensure seamless handoffs, aligned expectations, and shared accountability. • Member Experience Leadership & Escalations — Ensure each location delivers a consistent, high-trust member experience in alignment with experience principles. Lead escalations requiring senior operational judgment while coaching MLs to prevent recurrence. • Capability Development & Training Enforcement — Ensure all training, systems, and standards created by Operational Excellence and the Workspace Coordinator are implemented, reinforced, and adopted across MLs and their teams.

• Provide ongoing support for operations, field staff, and internal departments by managing documentation, schedules, and workflows • Coordinate with team members and vendors to ensure smooth logistics, system processes, and equipment support • Maintain accurate records and reports in digital platforms and internal systems • Monitor business platforms and internal tools for system statuses, updates, and user support • Facilitate issue tracking and resolution by collaborating with field personnel and reporting tools • Manage general office administration tasks including procurement coordination and routine communications • Assist in weekly and monthly reporting, data entry, and performance logs • Handle collections activities, including following up with clients on outstanding payments • Perform basic bookkeeping tasks such as recording transactions, reconciling accounts, and maintaining financial records • Prepare and send invoices, track payments, and update billing records • Coordinate special projects or miscellaneous assignments from leadership • Support leadership with executive-level assistance, scheduling, follow-ups, and general support • Handle other ad hoc tasks

• Conduct high-volume outreach (phone, SMS, email) to patients + community organizations • Assist patients in Spanish when needed • Enroll and assist patients with MassHealth, Medicaid, and ConnectorCare applications/renewals • Identify eligibility for programs such as SNAP, WIC, LIHEAP, RAFT, EITC, etc. • Use our tooling to work structured patient task queues efficiently • Verify insurance coverage + help patients understand next steps • Connect patients to community programs and social services • Confirm availability/logistics for the clinical and social services they need • Accurately document interactions and outcomes in our system • Flag urgent + complex cases for escalation • Provide workflow + product feedback to help improve tools