Operations Expert, Aerospace & Defense

Airspace

Operations Expert resolving escalated shipments for Airspace, an AI-powered time-critical freight forwarder. Coaching remote teams and allocating resources during live logistics operations.

Posted 8/4/2026full-timeCarlsbad • California • 🇺🇸 United StatesMid-LevelSenior💰 $27 - $40 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expert-level mastery of sector processes and escalation patterns while effectively coaching and guiding teammates in real-time. Proficient in monitoring live queues, reallocating resources, and maintaining high customer service standards.

Highest-signal resume keywords

Expert-Level Mastery Of Sector ProcessesCoaching And Guiding TeammatesMonitoring Live QueuesIdentifying Process GapsCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Escalation ManagementProcess EvaluationResource AllocationPerformance Metrics MonitoringComplex Shipment Handling

Soft Skills

Verbal CommunicationWritten CommunicationTeam LeadershipProblem Solving

Tools & Technologies

Ticketing PlatformsLive Dashboard Platforms

Certifications & Qualifications

Expert Tier Certifications

Industry Keywords

Operations SpecialistAccount ManagementCustomer Service StandardsTraining GapsWorkload Balancing

About the role

Key responsibilities & impact

Independently resolve all escalated issues surfaced by teammates, account managers, and leadership
Serve as a key knowledge point for complex shipments and situations within the assigned sector
Contribute reference and knowledge to teammates and leadership to support account-level improvements
Guide teammates in real time when errors or issues occur
Lead a remote team through live volume fluctuations and customer encounters
Evaluate process adherence and flag live training opportunities
Identify team training gaps and partner with supervisors to address them
Support prioritization and workload balancing within the sector assignment
Monitor ticketing, calling, and live dashboard platforms and allocate team resources
Monitor on-shift team activity and process adherence
Monitor high-visibility and swarm-level orders and processes
Leverage training, informational, and departmental resources to inform decisions
Maintain additional certifications required for the Expert tier and answer related teammate questions
Quote and source coverage for specialized transport requests such as on-board courier and charter
Identify process gaps and propose alternative solutions with supervisors or managers
Provide proactive, thorough verbal and written customer service
Meet sector-specific minimum performance metrics and customer service standards

Requirements

What you’ll need

Demonstrated success as an Operations Specialist III, or equivalent experience serving as a team’s top escalation resource
Deep, expert-level mastery of assigned sector processes, escalation patterns, and edge cases
Proven ability to coach and guide teammates in the moment
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
Additional certifications required for the Expert tier, where applicable
Available for 2 weeks of training in person on-site at the Carlsbad, CA headquarters

Benefits

Comp & perks

High-quality health, vision, and dental care plan options
401K company contribution program
Professional learning and training reimbursements