Note: The job is a remote job and is open to candidates in USA. Airspace is a tech-enabled freight forwarder redefining critical package delivery. The Operations Expert will independently resolve escalated issues, coach teammates in real-time, and lead operations to ensure efficient logistics management.
Responsibilities
- Independently resolve all escalated issues, including those surfaced by teammates, account managers, and leadership
- Serve as a key knowledge point for complex shipments and situations within your sector
- Contribute reference and knowledge to teammates and leadership to support account-level improvements
- Guide teammates in real time when errors or issues occur, not retroactively
- Lead a remote team through live volume fluctuations and customer encounters
- Evaluate process adherence and flag live training opportunities within your team
- Identify team training gaps and partner with supervisors to address them
- Support prioritization and workload balancing within your sector assignment
- Monitor core service and communication platforms (e.g., ticketing, calling, live dashboards) and allocate team resources appropriately
- Monitor on-shift team activity and process adherence across those same platforms
- Monitor high-visibility and swarm-level orders and processes
- Leverage all available training, informational, and departmental resources to inform decisions
- Maintain any additional certifications required for the Expert tier and remain current on related requirements; answer related questions from teammates
- Quote and source coverage for specialized transport requests (e.g., on-board courier, charter) as needed
- Identify gaps in process and propose alternative solutions in partnership with your supervisor or manager
- Provide world-class customer service through proactive, thorough verbal and written communication
- Meet minimum metric requirements and customer service standards appropriate for this level
Skills
- Demonstrated success as an Operations Specialist III, or equivalent experience serving as a team's top escalation resource
- Deep, expert-level mastery of your assigned sector's processes, escalation patterns, and edge cases
- Proven ability to coach and guide teammates in the moment, not just after the fact
- Experience monitoring live queues and reallocating resources under shifting volume
- Comfort interfacing directly with account managers and leadership on complex or escalated situations
- Track record of identifying process gaps and proposing solutions, rather than just flagging problems
- Any additional certifications required for the Expert tier, where applicable
- Available for 2 weeks of training in person on-site in our Carlsbad, CA headquarters
Benefits
- High-quality health, vision, and dental care plan options
- 401K company contribution program
- Professional learning and training reimbursements
Company Overview