• Oversee the full lifecycle of customer, partner, and vendor contracts, from negotiation through renewal. • Ensure contractual obligations are met and maintain documentation accuracy and compliance. • Collaborate with legal, finance, and delivery teams to support contract strategy and risk mitigation. • Review and analyze monthly corporate financials, including P&L, budget-to-actuals, forecasts, and operational metrics. • Ensure collection and accurate recognition of revenue on a monthly basis. • Partner with Finance to ensure reporting accuracy and to identify opportunities for cost optimization and revenue enhancement. • Provide executive-level insights and recommendations to support strategic planning and operational decision-making. • Build and maintain strong relationships with key vendors and strategic partners. • Evaluate partner performance, negotiate terms, and identify opportunities for improved value, efficiency, or collaboration. • Implement and refine business processes to improve efficiency across delivery, sales, and back-office functions. • Work closely with executive leadership to support organizational scaling, resource planning, and cross-functional coordination.

• Own Sector Performance and Escalations • Get hands-on with the sector team when needed to support the frontline and protect service levels • Act as the highest escalation point for day-to-day frontline operations within your sector — the first point of contact before an issue needs to go to your Senior Manager or Director • Monitor sector performance trends daily, weekly, and monthly, using coaching and feedback to resolve KPI issues and drive account-level process improvement. • Partner with your sector leadership to define sector-specific Standard Work, KPI benchmarks, and the reporting cadence for leadership (e.g., quarterly executive operations reviews, leadership summits). • Represent Operations Externally and Cross-Functionally • Support your sector leadership in representing your sector during major customer milestone meetings and deployment calls (onboarding, QBRs, escalations, expansion opportunities, etc.). • Partner with Revenue, Network, R&D, and Finance to shape SOPs, support high-value revenue motions, and scope customer-specific solutions that fall outside the normal scope. • Partner with Quality Assurance on live-operational support, shipment reviews, and corrective action plans, ensuring corrective actions are effective and in place • Partner on Staffing and Team Composition • Partner with your Senior Manager on team headcount decisions, hiring, and compensation/leveling decisions for your reporting sector(s) • Partner with sector Directors and the People team on the recruiting pipeline, interview process, and assessment framework • Partner with sector leadership to plan and facilitate new hire onboarding, ensuring systems, hardware, certifications, and introductions are ready • Maintain a coverage schedule that provides sufficient operations coverage 24/7/365 and accounts for the supply needs of your service lines • Own Training and Enablement • Own management of the training platform (WorkRamp) and its associated modules for your sector — keeping content current, assignments on track, and completion visible to leadership • Support new hire training by helping plan the training schedule and stepping in to help deliver content as needed • Coach and Develop Your Leaders • Define and manage a rhythm of the business - routine touchpoints with supervisors, priority-setting, and progress tracking against KPIs- that keeps your team’s leaders aligned, including regular cadences with Driver Operations and Network. • Conduct regular skip-level 1:1s with frontline operators (Specialists, Experts) to stay connected to on-the-ground performance and surface issues before they escalate • Partner with your Senior Manager on Semi-Annual Review (SAR) prep — building promotion and merit increase cases, preparing supporting documents, and scheduling and running SAR meetings • Define personal performance goals and coach individual contributors (Specialists, Experts) and personnel leaders (Supervisors) on technical, operational, and communication skills through individual conversations and structured training. • Hold regular meeting cadences with Driver Operations and Network to align on the needs, requirements, and support your sector requires from those teams • Drive Continuous Improvement • Scope, lead, or supervise initiatives supporting company OKRs, sector performance gaps, or new capability requirements — as the primary responsible party, end to end • Build roll-out plans for new processes and lead supervisors and leads to drive high adoption • Proactively identify where new services, capabilities, or certifications would benefit the sector, and drive execution — including work plans and resourcing — with Operations Leadership approval • Maintain a regular pulse on operational efficiency and service quality, proactively solving for both rather than trading one off against the other

• Support customer specific service level agreements for our top shippers • Use critical thinking to identify and forecast potential challenges with load operations • Manage communication and resolve load challenges when they arise • Work with customer’s TMS ensuring timely updates and accurate information is provided • Collaborate with customers to ensure their Transportation Management Systems (TMS) are updated promptly and accurately. • Support and operate with urgency, the track and trace of shipments to ensure service expectations are met • Utilize phone, email, SMS and other messaging tools to consistently and proactively communicate with carriers partners and drivers to confirm and track load events in process • Consistently meet performance expectations in service, and tracking • Identify and Report to key stakeholders any delays or issues with upcoming, active or passed loads

• Optimization: Utilize reporting and data analysis to identify areas for improvement and optimize store performance, enhancing user experience and driving sales. • Content Population: Manage and update content across client Shopify stores, ensuring accuracy and timeliness. • Product Management: Create, update, and maintain product listings, including pricing, descriptions, and images. • Merchandising: Strategically place and highlight products based on client-specific priorities and preferences, maximizing visibility and sales. • App Management: Install, configure, and manage Shopify apps to enhance store functionality and performance. • Site Experience Management: Build and configure landing pages, manage banners across the site, and set up promotional programs, including sales and gift-with-purchase (GWP) offers. • Core Site Settings: Configure and maintain shipping rules, payment configuration, and related storefront logic. • Store Maintenance: Address and resolve technical issues, bugs, and other operational challenges to ensure smooth store operations. • Customer Service Support: Serve as front-line support for customer-facing inquiries related to the storefront. • Feature Development: Implement new features and improvements to keep clients' stores innovative and competitive. • Analytics & Reporting: Monitor store performance using tools such as Microsoft Clarity, and compile monthly revenue reporting (MTD, YoY, QoQ) to surface insights and drive proactive improvements. • Automation & Workflows: Build and maintain Shopify Flow automations to support inventory management, product tagging, merchandising, customer segmentation, and discount auditing. • Developer Management: Identify when a request exceeds Store Ops scope and requires developer involvement. Own escalated tasks end-to-end, including scoping, developer coordination, and timeline accountability through delivery. • Client Support: Serve as a reliable point of contact for clients while maintaining clear, proactive communication with internal teams on promotions, site changes, and performance updates.