Operations Specialist III, Aerospace & Defense (US)

Company Introduction: Airspace is a tech-enabled freight forwarder that’s redefining how the world’s most critical packages are delivered. Headquartered in Carlsbad, California, Airspace has employees who are based around the world. Our European headquarters is in Amsterdam, The Netherlands. As a recognized leader in AI and machine learning, our team leverages data and patented technology to coordinate logistics across a global network of drivers and airlines. Our goal is to deliver those packages that are truly mission-critical in a way that is faster, more transparent, more secure, and more accountable than ever before. The items we deliver range from organs for transplant, to parts for critical machinery including grounded aircraft and highly sensitive components such as semiconductors. Airspace has been rated one of America’s best Startup Employers and listed as one of CNBC’s Disruptor 50 companies. Airspace has the support of leading investors such as Telstra Ventures, HarbourVest Partners, Defy Partners, DBL Partners, and Scale Ventures. To date the company has raised more than $140m. The company is growing rapidly and serving more places around the world than ever before. We are looking for passionate, motivated individuals who want to make an IMPACT every day to help us execute on our mission of reshaping the world of time-critical logistics. Be the Team's Deepest Problem-Solver Every ops floor needs a small number of people who can be handed the hardest problem in the queue and trusted to get it right — balancing cost, speed, and customer impact without defaulting to escalation. As an Operations Specialist III, you're that person for your team. You resolve what OS I and OS II can't, you help the team solve it themselves next time, and you understand the business well enough to make the close calls — which carrier, which cost, which tradeoff — that protect both service quality and margin. For the rare issue that needs to be fielded by someone supporting Ops leadership and account managers directly, you know when to bring in an Ops Expert. What You'll Do 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 • Uphold team expectations by leading through example • Maintain any certifications required for your assigned sector and stay current on related compliance requirements; assist teammates with related questions Maintain a Balanced Level of Performance As an OS III, you'll be expected to maintain minimal to no errors or service failures, make sound decisions under pressure, and meet the customer service standards appropriate for this level. Specific metrics vary by sector and will be communicated by your direct reporting supervisor. Requirements • Demonstrated success