Operations Expert, Aerospace & Defense (US)

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

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 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

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

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.

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.

Airspace is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Additionally, Airspace participates in the E-Verify program for all locations.