• Act as a member advocate; clearly communicating the appeal and grievance process and procedures • Manage assigned member appeals and grievance cases from documentation, investigation, and through resolution • Ensure compliance with regulatory requirements during final disposition • Review product and benefit designs according to regulations • Consult with subject matter experts for resolution of matters

• Dispatch and coordinate truckload freight to approved contractors and broker carriers to ensure on-time pickup and delivery performance. • Assign loads based on contractor capacity, service requirements, compliance considerations, contractor performance history, and cost efficiency. • Monitor all active loads for service risks, delays, missed appointments, equipment issues, detention, layovers, rate discrepancies, compliance concerns, or other service-impacting events, and take corrective action as needed. • Maintain and manage truckload operational boards and tracking systems, ensuring real-time accuracy of load status, assignments, pickup and delivery times, rates, service notes, and completion status. • Track, document, and validate load execution details, service outcomes, service failures, cost overruns, margin-impacting events, and operational exceptions. • Serve as the primary point of contact for truckload execution, fielding inbound and outbound communication from brokers, contractors, and internal stakeholders. • Communicate proactively with brokers and contractors to provide service updates, resolve execution issues, and manage service exceptions. • Investigate and assist in resolving freight discrepancies, including detention, layovers, missed appointments, service failures, freight claims, billing variances, and documentation support. • Escalate unresolved or high-risk issues to the Truckload Operations Manager with clear context, supporting documentation, and recommended next steps. • Ensure compliance with company policies, DOT requirements, and customer service standards during all load execution activities. • Monitor broker utilization and contractor performance to support efficient capacity usage, reduction of empty miles, and overall service reliability. • Compile and analyze performance reporting, including volume, margin, service metrics, contractor utilization, and cost controls; identify service risks and performance trends; and support KPI reviews, audits, and compliance initiatives related to contractor and broker operations. • Collaborate with dispatch, warehouse, customer teams, operations, and leadership to align execution timelines and support continuous improvement initiatives. • Support updates to operational boards, tracking tools, documentation standards, and standard operating procedures as needed. • Perform other duties as assigned.

• Responsible for design sessions as an EPIC Cadence Certified Analyst with the Decision Tree Badge.

• Identify and gain access to high-value underground forums, markets, and decentralized messaging platforms • Research how new threat actor platforms work and define the collection logic needed for engineers to build automated "spiders" and crawlers • Monitor the health of existing collection streams, identify when a source has changed its structure, and provide the technical requirements to restore data flow • Validate the quality and authenticity of data breaches and credential leaks • Research emerging collection technologies and competitor gaps