Remote Operations Expert, Aerospace & Defense

Airspace; Carlsbad (CA); Remote; USD 37,000 - 55,000; Full time

Benefits offered by this job

Health, vision & dental plans

401K company contribution

Professional learning reimbursements

Job summary

Airspace is seeking an Operations Expert, Aerospace & Defense (US) to join our remote-enabled, globally distributed team. You will resolve escalations, act as the go-to knowledge resource for your sector, and coach teammates in real time during live issues.

You’ll lead a remote team through volume fluctuations, monitor queues and platforms, and collaborate with account managers and leadership to optimize processes.

Qualifications

• Proven track record as an Operations Specialist III or top escalation resource.
• Deep mastery of sector processes, escalation patterns, and edge cases.
• Able to coach teammates in the moment during live incidents.
• Experience monitoring live queues and reallocating resources as volume shifts.
• Comfort interfacing with account managers and leadership on complex/escalated situations.
• Track record of identifying process gaps and proposing solutions.

Responsibilities

• Resolve escalated issues independently, including those surfaced by teammates, managers, and leadership.
• Serve as a key knowledge point for complex shipments within your sector.
• Provide real-time coaching and leadership to teammates during live operations.
• Lead a remote team through live volume fluctuations and customer encounters.
• Monitor core service platforms and allocate team resources to maintain performance.
• Operate the Airspace Platform at Expert level and maintain related certifications.
• Provide world-class customer service through proactive, thorough communication.
• Meet minimum metrics and customer service standards for the role.

Skills

Escalation handling

Coaching in real time

Live queue monitoring

Resource reallocation

Stakeholder communication

Job description

Airspace is seeking an Operations Expert, Aerospace & Defense (US) to join our remote-enabled, globally distributed team. You will resolve escalations, act as the go-to knowledge resource for your sector, and coach teammates in real time during live issues.

You’ll lead a remote team through volume fluctuations, monitor queues and platforms, and collaborate with account managers and leadership to optimize processes.