Aerospace Ops Expert: Escalations, Coaching & Control

Jobtailor; Carlsbad (CA); On-site; USD 70,000 - 90,000; Full time

Job summary

Jobtailor, based in Carlsbad, CA, seeks an Operations Specialist III to independently resolve escalations and guide the team through complex shipments. You will serve as a knowledge point for your sector and contribute to account-level improvements while coaching teammates in real time.

You will monitor live queues, adapt to volume fluctuations, and ensure adherence to performance standards. Training will occur on-site in Carlsbad, with opportunities to influence processes and customer outcomes.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Escalation Management

Process Evaluation

Resource Allocation

Performance Metrics Monitoring

Complex Shipment Handling

Verbal Communication

Written Communication

Team Leadership

Problem Solving

Job description

Jobtailor, based in Carlsbad, CA, seeks an Operations Specialist III to independently resolve escalations and guide the team through complex shipments. You will serve as a knowledge point for your sector and contribute to account-level improvements while coaching teammates in real time.

You will monitor live queues, adapt to volume fluctuations, and ensure adherence to performance standards. Training will occur on-site in Carlsbad, with opportunities to influence processes and customer outcomes.