Must be able to perform all responsibilities included in the Operations Specialist II job description, in addition to the following:
Resolve the Hardest Escalations
Independently resolve all escalated issues using available resources with minimal to no assistance
Assist in resolving team member escalations and questions
Anticipate problems before they surface and act early
Make the Margin and Cost Tradeoffs
Understand margin versus total cost for an order and apply that knowledge to additional charge approvals
Balance speed, cost, and customer impact when making big-picture decisions, without defaulting to escalation (e.g., choosing a carrier based on service reliability and error-rate history rather than the fastest or cheapest option alone)
Maintain deep, practiced knowledge of the trade, regulatory, and compliance requirements relevant to your assigned sector
Set the Standard for the Team
Serve as the go-to resource on sector-specific process nuance and edge cases within the team
Flag SOP gaps and suggest improvements to your supervisor based on frontline experience
Qualification
DeepSound judgment under pressureAdvancement to Ops ExpertOps Expert is a step up in scope
Required
Demonstrated success as an Operations Specialist II, or equivalent experience independently resolving complex, time-critical logistics escalations
Working knowledge of margin and cost tradeoffs, and comfort applying that knowledge to real-time approval decisions
Deep, near-expert familiarity with the trade, regulatory, and compliance requirements relevant to your sector
Track record of coaching or supporting less-tenured teammates through difficult issues
Sound judgment under pressure, with a track record of getting ahead of problems rather than reacting to them
Willingness to obtain additional certifications, where applicable within your sector
Available for 2 weeks of training in person on-site in our Carlsbad, CA headquarters
Advancement to Ops Expert
Ops Expert is a step up in scope, not just tenure: it moves from executing within your sector to being the escalation point leadership and account managers turn to directly, with elevated coaching and live-operations responsibility. To advance, you'll need to demonstrate all of the following:
Minimum of 9-12 months in the OS III role
Consistently meeting or exceeding OS III performance standards, tracked through ongoing 1:1 check-ins and confirmed across two consecutive Semi-Annual Reviews (SARs)
Demonstrated ability to guide teammates in real time — catching and correcting issues as they happen, not just after the fact
