Airspace Operations Expert, Aerospace & Defense at Airspace resolves escalated operational issues and coaches teammates in real time. The role involves leading a remote team, monitoring live operations, and supporting account-level improvements.
Responsibilities
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
Qualification
Deep
Required
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
