• Own customer-facing communications across the full customer lifecycle, from onboarding through ongoing payment operations. • Manage KYB and KYC document collection, application tracking. Follow up proactively on stalled or incomplete applications. • Communicate approval notifications and provide post-approval guidance on account setup, testing, and settlement expectations. • Own first-line resolution for payment inquiries: transaction status, failed payouts, delayed settlements, deposit matching, account configuration, and wallet setup. • Provide accurate settlement time estimates and rail-specific guidance • Serve as primary backup for liquidity operations. Process manual cross-border transactions independently. • Own ticket hygiene across all customer channels: tagging, categorization, status updates, SLA tracking, and closure workflows. • Participate in daily queue monitoring. Proactively identify and claim tickets without waiting to be tagged. Flag tickets approaching SLA thresholds. • Help maintain the customer support knowledge base and onboarding FAQ. Document new edge cases and resolution patterns weekly. • Track and report operational metrics: open tickets, response times, SLA compliance, ticket volume by channel, and personal escalation rate. • Escalate selectively: compliance policy questions, complex entity structures, complex liquidity operations, provider-level disputes, and issues requiring banking partner coordination.

Role Description Troon is excited to announce the exceptional career opportunity of Director of Operations! This will be a remote position with the ideal candidate based in the northeast region states of New York or New Jersey. This position will be responsible for supporting day-to-day operations and overseeing the application of Troon programs and services to Troon facilities. This individual is responsible for client-fronting relations and communicating progress towards shared goals with all stakeholders. Compensation: $130,000 - $155,000 (based on experience) Responsibilities - Plans and executes initiatives and programs that support business objectives. - Coordinates communication between Troon and Owner(s). - Manages contractual obligations between Troon and client. - Manages key employee staffing and organization including monitoring and making recommendations on the performance levels of key management personnel and financial reporting. - Implements key companywide change initiatives to drive shared vision and culture. - Recommends and implements strategic changes in operations. - Oversees operations budget to ensure compliance with organizational expenditure requirements including the management of flow through. - Provides assistance with new business development opportunities. - Conducts property reviews. - Implements Troon quality standards and best practices to ensure profitability. - Conducts training of key personnel in Troon operations quality standards. - Regular and reliable attendance. - Travel required for assigned properties and company functions. - Attends staff meetings. - Recruits and onboards leadership personnel. - Other duties as assigned or requested. Qualifications - Bachelor’s degree in Business Administration, or related field. - 3-5 years’ experience in property, hotel, or club management. - Excellent Leadership ability including skills to communicate and express ideas and directives clearly to associates. - Ability to organize and manage multiple priorities simultaneously. - Problem analysis and problem resolution skills at both a strategic and functional level. - Strong customer and owner relations. - Excellent interpersonal and communication skills. - Ability to create high performance teams and to be a strong team player. - Commitment to company values. - Organizational development abilities. - Highly computer proficient in Microsoft products such as Word, Excel, PowerPoint, and Microsoft Outlook. - Budget and forecasting knowledge and abilities to create and maintain effective financial accountability. - Ability to plan, organize, and implement strategic planning. Benefits - Healthcare Benefits – Medical, Dental, and Vision coverage. - Retirement Benefits – 401(k) with employer match (19 years of age and older). - Time Off – Paid time off (PTO) and leaves of absence, in accordance with applicable law and eligibility criteria.

Role Description The Operations Support Supervisor provides leadership and guidance to the Operations Support team, ensuring smooth daily operations, task delegation, and workflow management while supporting EnterSource products and services to customers, company affiliates, and company team members in a manner that aligns with the company culture, mission, vision, values, virtues, policies, and procedures while meeting safety and quality standards and delivering a top-level customer experience. The Operations Support Supervisor serves as the bridge between the Operations Support Coordinators and Supervisors, offering training, support, and problem resolution. Someone in this role will be expected to demonstrate skills such as attention to detail, willingness to learn, complete new tasks as needs change, a sense of urgency during peak volume times throughout the day, and an ability to prioritize workloads. - Oversee the daily activities of Operations Support Coordinators. - Assign and monitor workloads, ensuring timely completion of tasks. - Provide training, mentorship, and performance feedback to the team. - Serve as the escalation point for complex scheduling, customer, or field issues. - Ensure consistency in data entry, documentation standards, and communication protocols. - Collaborate with project managers, field supervisors, and other departments to align operational activities. - Maintain an understanding of Google Workspace applications. - Support the Supervisor with reporting, tracking KPIs, and continuous process improvement initiatives. - Assist with developing and updating standard operating procedures and process documentation. - Contribute to assignments and/or projects as they come up and as the business changes. Qualifications - Excellent customer service and written, verbal, and interpersonal communication skills. - Strong leadership, organizational, and decision-making abilities. - Possess telephone and email etiquette skills. - Ability to read and understand procedures, written documentation, and training materials. - Demonstrate respect for others, high ethical standards, and a strong work ethic emphasizing team commitment. - Strong organizational and time management skills. - Follow-through and the ability to multi-task and meet deadlines. - Ability to work under pressure and respond with urgency. - Ability to work independently and willing to research and suggest creative solutions. - Adapt to change and have the ability to prioritize. - Ability to learn quickly and grasp new instructions easily. - Strong computer navigation skills and knowledge of Google Workspace applications or Microsoft Office equivalent. - Ability to type 50 WPM. - Operate effectively in a dynamic and rapidly changing technology environment, paying close attention to details. - Maintain accurate records and reporting. - Maintain 811 certification credentials and understanding of laws and regulations that require contacting 811 before digging work starts on any project. - Ability to report to and operate out of an assigned office location or remotely based on company needs. - Willing to work flexible hours, including weekends, holidays, and overtime as needed. Work Environment The physical demands and work environment described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. This job operates in a professional office environment. It routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. It is largely a sedentary role with some walking and close vision requirements. The noise level in this work environment is usually moderate to quiet. The employee is regularly scheduled to work 40 hours a week and can be scheduled any day of the week, Monday through Sunday, 365 days a year, including holidays.

• Own end-to-end execution across SSP partner platforms, including submitting domains for approval, generating and validating placement IDs, and configuring inventory settings • Act as a primary point of contact for SSPs and demand partners to support onboarding, troubleshooting, and ongoing optimizations. Proactively follow up on requests, escalate issues when needed, and maintain strong working relationships to ensure timely responses • Implement and maintain advertiser and category blocklists across SSPs based on publisher requirements, brand safety guidelines, and performance insight • Investigate discrepancies in bidder performance, including CPM, win rate, and fill rate fluctuations. Partner with internal teams and external SSPs to diagnose issues (e.g., bid density, timeout settings, deal configurations) and implement data-driven solutions to improve yield • Extract, consolidate, and analyze performance data across multiple SSP dashboards. Translate raw data into actionable insights, identifying trends, anomalies, and optimization opportunities • Manage and audit ads.txt files across publisher properties to ensure all authorized sellers are accurately represented, remove outdated entries, and ensure compliance with industry standards • Conduct recurring audits of site and partner setups to identify gaps in demand coverage, misconfigurations, or underperforming integrations • Monitor changes in the programmatic ecosystem (e.g., privacy regulations, signal loss, new SSP capabilities). Translate industry developments into actionable recommendations that improve performance, scalability, and compliance • Build and maintain clear, standardized documentation for operational workflows, partner requirements, and troubleshooting playbooks