[Hiring] Operations Expert @Airspace

Role Description

As an Ops Expert, you're the person leadership and account managers turn to when an escalation in your sector needs an answer. You've mastered your sector as an Operations Specialist III, and now your role expands to include:

• 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:
  • Meet minimum metric requirements and customer service standards appropriate for this level.

Qualifications

• 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.

Requirements

• Hourly pay range: $27-40/hr.
• High-quality health, vision, and dental care plan options.
• 401K company contribution program.
• Professional learning and training reimbursements.

Benefits

• 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.