Operations Expert

Be Your Sector's Highest-Level Resource

Every escalation eventually reaches someone who's seen it before — who can look at a complex shipment, an account-level curveball, or a live volume spike and know exactly what to do. As an Ops Expert, you're that person for your sector.

You've mastered your sector as an Operations Specialist III. Now the job expands: 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.

What You'll Do

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.

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

Compensation

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