[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 — not another link in the chain — and a real-time coach for teammates in the middle of a live issue.

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:
  • 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.

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.