Operations Expert, Aerospace & Defense (US)
$56,160–$83,200 year
On-siteCarlsbad, California, United States
Job Summary
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 while coaching and guiding teammates in real time when errors or issues occur. Lead remote teams through live volume fluctuations, monitor core service platforms to allocate resources appropriately, and evaluate process adherence to flag live training opportunities. Quote and source coverage for specialized transport requests as needed, maintain expert-level proficiency on the Airspace Platform, and meet minimum metric requirements and customer service standards appropriate for this level.
Required 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
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