• IT Vendor Management: Day-to-day relationship and performance management across our IT vendor portfolio. • Track contractual obligations and entitlements; validate invoices against usage. • Lead periodic business reviews and manage renewals, expansions, and exits. • External IT Support Oversight: Serve as the internal owner of our outsourced IT support function. • Set performance expectations, monitor SLA adherence, and review ticket quality and resolution times. • Escalate and course-correct when service standards aren't met. • Process Gap Identification & Remediation: Systematically review technology-adjacent processes: onboarding/offboarding, access provisioning, change management, incident response. • Identify gaps that create security, regulatory, or operational risk. • Standardization & Automation: Identify opportunities to standardize repeating workflows and automate manual effort. • Drive remediation in partnership with relevant business owners. • Enterprise Partnership: Partner with product and operations to optimize device and software usage in the field. • IT Security: Maintain baseline security hygiene and partner with our managed security provider (DeepSeas) to monitor threat posture.

• Dispute resolution with appropriate escalation • Balancing our company's delivery requirements with contract manufacturer’s production plan. • Materials Management (ERP transactions, Logistics) • Oversight of shop floor production (determining when an ExM functional rep should be deployed to the contract manufacturer’s facility) • Continuous Improvement activities • Partners with Procurement in the Identification/Selection of new contract manufacturers and Negotiation/Termination of Supply Agreements, as required • Facilitates the collection of contract manufacturer’s capacity information (e.g. stated capacity, firm capacity, future capacity plans, time horizon/lead times required, comments/concerns, etc.), presents the information to Supply Chain Management and drives recommendations for capacity expansion at contract manufacturers, as required • Ensuring alignment of the Supply and Quality agreements • Executing ERP transactions associated with receipt and movement of company owned inventory, book-to-physical reconciling of company owned inventory at contract manufacturers, and documenting and witnessing destruction of company owned inventory • Ensuring contract terms agreed upon by our company and the contract manufacturer including, but not limited to, purchase orders, forecasts, deliveries, and invoice payments are executed in compliance with the Supply Agreement • Partners with the ExM Company Production System experts and other functionalities supporting ExM (e.g. technical, quality, procurement, etc.) to identify continuous improvement opportunities at contract manufacturers and supports Project management support to the DP NA regional team, and to ensure a greater coordination of ongoing projects within the region

• Serve as Vaya’s RHTP liaison with the Department and other awarded ROOTS Hub Lead entities on the RHTP program-related roles and responsibilities • Oversee and ensure the successful implementation and compliance with NC DHHS scope of work and Vaya’s RHTP plan • Coordinate within the organization and with lead anchor partners to ensure all RHTP responsibilities and requirements are met • Oversee the operational administration of the Hub’s intake, screening, merit review, technical advisory review, regional recommendation, and final funding approval processes • Maintain project plan and provide regular updates to supervisor and Vaya leadership regarding RHTP successes and challenges • Execute the Hub Action Plan in NC DHHS’ defined region.

• Start with Merchant Experience and implement continuous improvement initiatives to improve merchants’ experience with ShipBob. • Advise and implement the vision and strategy for the Merchant Ops function in achievement of company goals in partnership with Control Tower stakeholders in the US. • Deliver defined Objectives and Key Results (OKRs) and performance measures against company goals with a hands-on approach to understand gaps and run continuous improvement efforts. • Develop a successful team of Leads & Specialists in a growth environment including developing the team for future changes, managing the team's change resilience, and minimizing performance impacts associated with change. • Work with Finance and be accountable for the maintenance of and adherence to a Merchant Care headcount plan, budget, and cost mitigation and/or investment initiatives. • Guide employee engagement and an inspiring culture ensuring effective performance management, mentoring, and development and crafting an environment where people can excel through accountability, support, and empowerment. • Demonstrate a data driven approach to supervising the function, including establishing effective critical metrics, key performance indicators, and other leading/lagging indicators which provide insight into the efficiency of the function and changes in risk profile. • Consistently improve the merchant experience across our key channels and products by advocating for the voice of the merchant across internal partners, ensuring that resources are invested in improving merchant satisfaction and enabling scale. • Use excellent presentation and interpersonal skills to report findings and recommendations to operations stakeholders. • Identify and implement groundbreaking changes to generate efficiencies and deliver better merchant experiences while ensuring the teams adheres to regulatory and compliance requirements. • Keep ahead of industry developments in the region and apply standard methodologies to areas of improvement. • Additional duties and responsibilities as necessary.