Role Description The Shipper Experience Manager is responsible for leading day-to-day execution of the Customer Control Tower function within a 24/7 operating model. This role serves as a critical execution leader who owns real-time monitoring, rapid escalation, and high-quality communication for key customers, ensuring consistent operational performance and fast, effective issue resolution. - Partner closely with Operations, Field Ops, Line Haul, and Quality teams to drive alignment and maintain service standards for top-tier and high-risk customers. - Support reporting, customer communication, and white glove service execution. Qualifications - Bachelor’s degree or equivalent experience. - Experience in Operations, Supply Chain, Business, Analytics, or a related field preferred. - Experience working in customer-facing operational roles, escalation management, or service recovery environments. - Experience supporting reporting, operational reviews, or customer communications preferred. - Demonstrated experience leading teams in fast-paced environments; multi-shift or 24/7 experience preferred. Requirements - Lead real-time operational monitoring, issue intake, escalation, and resolution for assigned customers or shifts, ensuring timely and effective response. - Ensure escalations are clearly documented, tracked, and communicated through centralized systems. - Act as the primary point of contact during critical issues, coordinating cross-functional responses and driving resolution. - Support customer engagements including issue resolution calls, operational reviews, and ad hoc requests. - Execute white glove processes for priority customers, ensuring close monitoring and rapid escalation when needed. - Support daily, weekly, and monthly reporting on escalations, performance trends, and customer issues. - Identify recurring issues and surface trends to the Senior Manager for broader process improvement. - Partner with Operations, Field Ops, Line Haul, and Quality to drive alignment on issue resolution and operational performance. - Manage and develop shift leads and frontline team members across assigned shifts. Benefits - Medical, dental, and vision insurance. - Life and short- and long-term disability coverage. - 401(k) retirement savings plan with company match. - Flex vacation with accruals up to 96 hours for first year of employment. - Two (2) floating holidays per year. - Paid sick leave. - Six (6) paid company holidays. - Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave. - Additional wellness and employee assistance programs.

• Oversee and support site teams • Drive standards of excellence • Deliver annual ESB compliance & auditing • Enhance company's reputation for food quality and service • Administer unit controls and record keeping across all sites

• Own the day-to-day administration of our CLM platform end to end, keeping it running smoothly and supporting the team in everything they do inside it. • Keep the Transaction Legal Group informed and equipped through Team Enablement — sharing knowledge around system changes, rolling out new processes, and providing the training and documentation our teams need to work confidently with the tools and workflows they depend on every day. • Stay curious about AI and how it can enhance the way we work, bringing your own experience and ideas to the team. • Streamline how contracts move through our processes, and help make sure things stay consistent and compliant across our commercial legal work. • Write clear process documentation, from a quick how-to to a detailed playbook, so our teams always have something solid to lean on. • Plan, track, and manage projects within the Transaction Legal Group, keeping work moving on schedule and stakeholders in the loop. • Help maintain the Transaction Legal Group's SharePoint site, intranet presence, and other external-facing legal touchpoints, making sure information stays organized, accessible, and current. • Translate legal and business concepts for non-Legal teams in a way that makes sense, coordinating with internal customers thoughtfully and using good judgment to prioritize and escalate when needed. • Pull together the data and reports that support leadership meetings and the Quarterly Board Report (QBR), making sure decision-makers have what they need to act. • Read and analyze legal documents with a solid understanding of how the legal department operates, with some light drafting, review, and redlining as part of the mix. • Show up consistently with the day-to-day support that keeps our commercial legal processes running smoothly. • Bring an analytical eye to operational challenges, spotting where things can be better and making them better. • Adapts working style to support international business needs and stakeholders across different time zones

Role Description The Manager of the Order to Cash (O2C) process reports directly to the CFO and is responsible for overseeing and executing the end-to-end revenue cycle, from order processing through cash collection and reconciliation. This role directly supervises one AR Accountant responsible for billing and plays a hands-on role in collections, cash application, and process improvement. Additionally, the Manager serves as the primary point of contact for any customer account issues and works cross-functionally with Sales, Operations, and senior Finance leadership to ensure timely and accurate revenue recognition as well as support forecasting of near-term product demand. Key Responsibilities - Order Management & Invoicing - Supervise customer invoicing process, ensuring accuracy and timeliness. - Partner with customer service to ensure proper coverage of the full billing cycle, including procedure verification, PO receipt, invoice generation, and delivery confirmation. - Maintain billing standards and ensure alignment with customer contracts and pricing agreements. - Partner with various stakeholders to resolve invoicing and/or PO disputes. - Identify and resolve billing discrepancies in coordination with Sales and Operations teams. - Accounts Receivable & Collections - Manage the AR aging report and proactively drive collection efforts to minimize past-due balances. - Establish and maintain customer payment plans and escalation procedures for delinquent accounts. - Monitor DSO (Days Sales Outstanding) and other AR KPIs, reporting results to leadership (AR Situation Room) and retrieve executive decision when necessary. - Serve as primary escalation point for collection issues and customer disputes. - Cash Application & Reconciliation - Oversee accurate and timely application of customer payments to open invoices. - Perform or review monthly AR account reconciliations and ensure balances agree to the general ledger. - Support month-end close activities, including AR aging review, sales commission calculations, and bad debt reserve analysis. - Team Supervision - Directly supervise one AR Accountant, providing day-to-day guidance, workload management, and performance feedback. - Conduct regular one-on-ones and annual performance reviews for direct reports. - Train and develop team on collection best practices, company procedures, and communication. - Serve as backup for direct report's core responsibilities as needed. - Process Improvement & Cross Functional Support - Identify inefficiencies in the O2C cycle and recommend or implement process improvements. - Facilitate S&OP planning and ensure relevant data is shared across relevant stakeholders. - Actively pursue customer accounts to reduce banking fees (credit card usage). - Ensure compliance with internal controls, accounting policies, and audit requirements. - Maintain documentation for O2C procedures and update SOPs as needed. - Support internal and external audits by providing AR documentation and analysis. Qualifications - Bachelor's degree in Accounting, Finance, or a related field preferred. - Associate's degree with substantial relevant experience will be considered. - +5 years of progressive accounts receivable, order-to-cash or finance experience. - Prior experience in Orthopedic or comparable Medical Device OEM industry highly preferred. - Prior supervisory or team lead experience preferred. - Experience with ERP systems, particularly QuickBooks required. Experience with Implant Base and other ERP systems preferred. - CPA qualification preferred. - Strong understanding of the full O2C cycle, including billing, collections, and cash application. - Excellent attention to detail and ability to manage competing priorities in a deadline-driven environment. - Effective written and verbal communication skills; comfortable interacting with customers and internal stakeholders. - Proficient in Microsoft Excel; experience with AR modules and reporting tools a plus. - Demonstrated ability to lead, coach, and hold a team member accountable.