Note: The job is a remote job and is open to candidates in USA. Airspace is a tech-enabled freight forwarder that uses AI, machine learning, data, and patented technology to coordinate time-critical logistics across a global network. The Operations Manager, Lifesciences role owns sector performance, escalations, staffing, training, leader development, cross-functional partnerships, and continuous improvement for a distributed operations team.
Responsibilities
- 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)
- 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 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 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
- 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
- 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
Skills
- Proven experience managing high-performing operations teams, ideally in time-critical logistics, marketplace, or supply chain environments
- Demonstrated ownership mindset — comfortable driving outcomes and taking accountability for your decisions, including partnering on hiring, firing, and compensation calls for your team
- Strong cross-functional influence, with a track record of aligning Revenue, Network, Finance, R&D, and Quality Assurance without formal authority over those teams
- Experience managing distributed teams across time zones and schedules, including maintaining 24/7/365 coverage models
- Comfort partnering on KPI definition and owning the follow-through — translating performance trends into coaching, process changes, or escalations
- Strong coaching and people-development skills, with experience developing both individual contributors and people managers
- Grace under pressure — a track record of navigating and resolving high-stakes, high-visibility situations
- Bachelor's degree in a related field, or equivalent practical experience
Benefits
- Bonuses based on sector performance
- High-quality health, vision, and dental care plan options
- 401K company contribution program
- Professional learning and training reimbursements
Company Overview