Role Description The primary focus of this role is to set up all new orders containing the most time-sensitive commodities for success, provide proactive updates to customers on any deviations, and track order status progression from start to finish. These job requirements were carefully crafted to provide you with the basic building blocks of the Airspace Operations team and pave the way for a continued path forward as you grow within this company. The operations team is the backbone of our company, and by working on the front lines, you represent everything that we stand for. You will be in direct communication with our customers, commanders, and agent service providers, where extreme attention to detail can ultimately be the difference maker in saving a human life! Responsibilities - Operating the Airspace Platform - Set up new orders by adhering to both standard work practices and client-specific SOP instructions - The ability to rapidly move from one critical task to another - Accurately confirm job milestones are completed correctly and on time - Ability to navigate and interpret Airline booking and tracking websites - Following all process and communication standards within multiple platforms - Ability to stay independently informed by reviewing all communications provided throughout the company platforms - Proactive Customer Updates - Ability to professionally relay delays, issues, and updates with customers through verbal and written communication - With the customer’s best interest in mind, always looking ahead (weather conditions, traffic, etc.) and offering an alternative solution in order to meet or beat their required delivery times - Intuitive Problem Solving - Ability to update, manage, and/or change airway bills using initial or tenured training - Ability to source driver coverage for any segment of an order - Ability to use situational awareness to request or deny additional driver incentives when necessary - Ability to apply training and tenured knowledge to find out-of-the-box solutions to common or uncommon issues - Follow escalation procedures and guidance provided by senior team members to assist in issue resolution - Handling All Inbound and Outbound Communications - Timely acknowledgment and action of all email, phone, and text requests - Expected to consistently meet all minimum metric expectations for phone availability and acceptance - Proper use of the various phone statuses - Adherence to All Hands on Deck and Off-Phones Requests guidelines - Order placement for customers who are unable to place orders via the online portal - Ability to identify and resolve issues surfaced through inbound phone calls, text messages, and email - Cross sector phone call resolution - Maintaining Balanced Level of Performance - As an OSI, you will be expected to meet minimum metric requirements and customer service standards for an entry-level position - Expectations will increase with each advancement, communicated through your direct reporting supervisor Compensation - Hourly Range: $26-$28/hr - High-quality health, vision, and dental care plan options - 401K company contribution program - Professional learning and training reimbursements Core Values - We are One Team. We believe we all accomplish more when we are working together. - We make an Impact. We are determined to have a positive influence on our environment, our customers, our industry, and our world. - We are Passionate. We care deeply about our mission and are not afraid to raise the bar. - We are Transparent. We pride ourselves on having open, honest, and sincere communication with our team and customers. - We are Innovative. We never settle and are always striving to improve our product, service, and ourselves.

• Own and run the end-to-end Financial Promotions and Asset Listings approval workflow for the UK, acting as first-line approver under the three lines of defence model and maintaining a clear audit trail across all in-scope channels • Build, improve, and scale UK operational processes and workflows, identifying inefficiencies and driving automation to support new product launches and an evolving regulatory landscape • Lead the UK product governance process, coordinating launch timelines and facilitating local stakeholder reviews to ensure new products meet CBPL's regulatory and operational requirements before go-live • Prepare governance and senior stakeholder reporting materials that provide clear visibility of financial promotions activity, operational performance, and key risks to ExCo, Board, and Operational forums • Partner with the central Customer Experience team to shape and deliver local UK CX initiatives focused on improving onboarding, support outcomes, and customer satisfaction

• Provide support and assistance to correspondents regarding daily requests and inquiries related to mutual funds • Ensure customer inquiries are addressed and completed in accordance with service level agreement guidelines • Review and complete daily supervisory oversight, providing updates to seniors and management • Ensure mutual fund trades are processed within processing deadlines • Execute and process mutual fund transactions, including purchases, redemptions, exchanges, and transfers • Reconcile mutual fund accounts on a daily basis to ensure all transactions are accurately recorded and settled • Ensure all operations comply with regulatory requirements, industry standards, and company policies • Assist in preparing regulatory reports and documentation for audits and examinations

• Develop and execute a comprehensive operational strategy that aligns with Xapo's business goals, focusing on scalability, efficiency, and regulatory compliance. • Provide direct oversight for all core operational functions, including payment processing, treasury operations, reconciliations, and back-office duties. • Act as the primary owner of the bank's operational performance, ensuring all processes run smoothly and meet the highest standards of quality and control. • Lead the charge on process mapping, optimization, and automation across the organization to reduce manual effort and increase operational leverage. • Design, document, and implement standardized operating procedures (SOPs) for all key operational activities. • Champion the use of data and AI to drive intelligent automation and create a forward-thinking operational environment. • Lead, mentor, and develop a high-performing, multi-disciplinary operations team and other key operational staff. • Foster a culture of accountability, collaboration, and continuous improvement. • Manage resource allocation and workforce planning to ensure the operations team is structured for success. • In partnership with AFC and Compliance, ensure all operational processes are compliant with financial regulations and internal policies. • Design and implement a robust framework for managing operational risks, including controls, monitoring, and reporting. • Serve as the key point of contact for internal and external audits related to the operations department. • Work closely with other department heads, including Platform Engineering, People, and Data, to ensure seamless integration and alignment across the company. • Partner with the Client Coverage Group to ensure back-end operations fully support a world-class client experience.