• Own day-to-day operations of users on the AdQuick product, build out client support systems, tools, and educational content. • Build and maintain operational processes for onboarding/offboarding, access management, incident response, and change management • Manage relationships with vendors and agencies • Partner with engineering and product on technical operations with company priorities • Lead or contribute to cross-functional projects: tool migrations, system integrations, automation initiatives • Develop metrics, dashboards, and reporting to track operational health and identify areas for improvement • Handle escalations and resolve operational issues with urgency and clear communication • Document systems, runbooks, and processes so the team can scale

• Own WIS (Wrong Item Shipped) and WQS (Wrong Quantity Shipped) exceptions end-to-end by identifying root causes, driving corrective actions, and reducing recurring outbound fulfillment issues over time. • Monitor outbound accuracy metrics across the fulfillment network, identifying patterns tied to conveyor utilization, scan overrides, zoning issues, and fulfillment process gaps. • Partner cross-functionally with FC Operations, Platform Services Account Managers, and Marketplace Operations teams to improve shipping accuracy, compliance, and operational performance. • Translate operational findings into structured, actionable work for FC Problem Solver teams, ensuring issues are scoped clearly and resolved efficiently. • Drive continuous process improvement by identifying systemic fulfillment issues, maintaining trend analysis and pattern libraries, and surfacing recommendations that improve accuracy, throughput, and dwell time performance.

• Own Caregiver Experience Outcomes • Accountable for NPS performance and trend improvement • Partner cross-functionally with SME leaders to define and operationalize the caregiver experience across the full journey • Identify gaps in experience and drive measurable improvements • Translate Insight into Action • Collect and synthesize caregiver feedback across channels • Turn insights into clear operational changes, standards, and workflows • Partner with clinical, operations, and product teams to implement changes • Drive Operational Consistency • Define “what good looks like” for key caregiver touchpoints • Build and maintain standard processes that reduce variability in experience • Monitor adherence and performance against experience standards • Lead Caregiver Voice Programs • Own and evolve the Patient Family Advocacy Council (PFAC) • Design and manage peer-to-peer caregiver support programs • Ensure caregiver voice is consistently represented in decision-making forums • Enable Teams to Deliver • Partner with Learning & Development to embed experience standards into training • Reduce cognitive burden by simplifying workflows tied to caregiver interactions • Support teams with tools, guidance, and feedback loops • Measure and Report • Track leading indicators tied to trust, engagement, and satisfaction • Communicate performance, insights, and actions to leadership

• Own the full program lifecycle, from grant disbursements and partner communications to impact reporting and grantee accountability. • Manage relationships with NGO partners, grantees, and field teams across Latin America, Africa, Asia, and beyond. • Define KPIs and track measurable impact across all active programs: Grants, Women in Bitcoin, Circular Economies, Internship, NGO Technical Support. • Identify program improvements, scaling opportunities, and new funding angles based on field data and partner feedback. • Drive the development of the annual impact report and board-facing program summaries. • Represent the foundation at key external engagements, conferences, and partner meetings. • Own and manage the foundation's program budgets end-to-end, aligned with board-approved ceilings and strategic priorities. • Monitor spending; flag variances, risks, and reallocation opportunities proactively. • Partner with the CPA and ED to prepare accurate, transparent financial reports for the board monthly and quarterly. • Oversee contract lifecycle management  grant agreements, MOUs, vendor contracts  ensuring compliance and timely execution. • Support annual budget planning and multi-year grant modeling. • Design, implement, and improve the AI, operational systems and workflows that enable the foundation to scale. • Ensure strong nonprofit governance, IRS compliance readiness, and documented internal controls. • Support board meeting preparation materials, reporting packets, action trackers, and follow-through. • Oversee the full grant administration cycle: application review, approval, disbursement, compliance check-ins, and close-out. • Manage Rebeca (Ops & Admin) and Cristian (Program Coordinator) as direct reports. • Partner with the Marketing team and support the foundation's marketing strategy, ensuring our story and impact narrative are consistent, mission-aligned, and compelling. • Lead production of external communications: donor updates, partner newsletters, social content, and the annual impact report. • Work with the ED to position the foundation credibly in the Bitcoin and global development ecosystems. • Identify storytelling opportunities that amplify our work with grantees and the communities we serve. • Maintain working fluency in Bitcoin ecosystems. • Connect the foundation's programs to the broader Bitcoin and circular economy ecosystems. • Represent the foundation at Bitcoin-aligned events relevant to our mission. • Act as the primary operational interface between programs, finance, partners, and the Executive Director. • Deliver clear, data-driven reporting to the ED and board on program performance, budget status, and risks. • Prepare and own board meeting materials — financial summaries, program updates, governance action items.