Airspace - Operations Expert, Aerospace & Defense (US)
Requirements
• 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
Responsibilities
• Must be able to perform all responsibilities included in the Operations Specialist III job description, in addition to the following: • Resolve What Escalates Beyond the Team • 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 • Coach and Lead in Real Time • 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 and Allocate Live Operations • 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 • Operate the Airspace Platform at the Expert Level • 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 • Maintain a Balanced Level of Performance • As an Ops Expert, you'll be expected to meet minimum metric requirements and customer service standards appropriate for this level. Specific metrics vary by sector and will be communicated by your direct reporting manager.
Benefits
• Hourly pay range: $27-40/hr • High-quality health, vision, and dental care plan options • 401K company contribution program • Professional learning and training reimbursements • Core Values: • Core Values: • We are One Team. We believe we all accomplish more when we are working together. • We are One Team • We make an Impact. We are determined to have a positive influence on our environment, our customers, our industry, and our world. • We make an Impact • We are Passionate. We care deeply about our mission and are not afraid to raise the bar. • We are Passionate • We are Transparent. We pride ourselves on having open, honest, and sincere communication with our team and customers. • We are Transparent • We are Innovative. We never settle and are always striving to improve our product, service, and ourselves. • We are Innovative • Airspace is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Additionally, Airspace participates in the E-Verify program for all locations. • Airspace is proud • A friendly reminder: Airspace will only contact candidates from an @airspace.com email, a no-reply notification from [email protected], or a verified LinkedIn profile. We never request fees or sensitive personal/financial information during recruiting. If something seems suspicious or feels off, please reach out to us at [email protected] before responding. • A friendly reminder: • @airspace.com • [email protected] • LinkedIn profile. • [email protected] • For this role the acquisition of recruitment agencies is not appreciated, thank you for your understanding.
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