• Team Leadership & Development • General Responsibilities • “Go to” person between your operations team of Account Executives and the Operations Manager • Continue to develop client relationships and penetrate/grow/retain accounts • Exception management escalation from Account Executives • Use internal reporting tools to analyze Echo’s performance and proactively address areas for concern • Manage the operational development for multiple Account Executives • Assist with LMO’s under $1,000 • General accounting for team • Load acceptance TMS systems • Market intelligence • Spot quoting • Updates and reporting • Proactive and over communication • Case management • Work closely with both sales manager and operation manager on team objectives • Cultivate talent through mentoring teammates on a daily basis

• Lead and manage incidents, ensuring correct triage, prioritization, investigation and resolution within SLAs • Perform root-cause analysis and collaborate with architects and developers on technical solutions for bugs • Ensure P1–P4 incidents are tracked, managed, and resolved within agreed SLAs • Identify recurring issues and platform trends to reduce incident volume and improve reliability • Act as change lead for bug fixes and operational improvements • Maintain high-quality incident and backlog management, ensuring accurate reporting and data hygiene • Mentor and support other SiteOps team members • Build strong working relationships with Security, DevOps, QA, Development, UX, Architecture, and Business teams • Continuously develop expertise in TD SYNNEX web solutions and operational processes • Support the in-house SiteOps development team with technical debt tasks to ensure a bug free platform

• Partner with the Global Director of Workplace to define and execute Crusoe’s workforce housing strategy for remote and non-remote data center locations, including short-term, transitional, and long-term housing solutions where applicable. • Lead the planning, development, and rollout of workforce housing programs, evaluating options such as leasing, partnerships, and build-to-suit solutions while balancing cost, speed, risk, and employee experience. • Define clear principles for what “community” means in remote environments, including amenities, shared spaces, services, safety considerations, and overall employee experience. • Own the Workplace operating model for all data center sites, ensuring consistency, safety, and operational rigor while adapting to site-specific needs. • Manage and develop a team of Workplace Site Managers responsible for day-to-day workplace operations at data center locations. • Lead workplace readiness for new data center openings and expansions, including service activation, vendor onboarding, and coordination with IT, Security, and Operations. • Partner closely with Data Center Operations, Safety, People, Legal, and Finance to ensure housing and workplace solutions are compliant, financially sound, and aligned with workforce needs. • Own and manage the Workforce Housing and Data Center Workplace Operations P&L, including annual budgeting, forecasting, and cost controls across housing programs and data center sites. Partner closely with Finance, Workplace, and Data Center leadership to ensure spend aligns with growth plans, operational requirements, and risk management. • Identify, onboard, and manage external partners (e.g., housing providers, developers, property managers, service vendors), setting clear expectations and accountability. • Establish governance, decision frameworks, and escalation paths to manage risk, scope, and delivery across housing and workplace initiatives. • Run retrospectives following launches and major changes to continuously improve processes.

• Handle service delivery management to ensure our customers’ continued satisfaction • Ensure that our team leaders and their direct reports deliver fantastic service that meets or exceeds customer requirements • Provide backup to the assigned team leads and perform service delivery tasks as and when needed • Collaborate with the other Service Delivery Managers, Service Delivery leadership, and Quality Team to review and resolve issues • Identify opportunities for service delivery improvements and cost savings