Overview

Primary Focus: To set up all new orders containing the most time-sensitive commodities for success, provide proactive updates to customers on any deviations and track order status progression from start to finish. These job requirements were carefully crafted in order to provide you with the basic building blocks of the Airspace Operations team and pave the way for a continued path forward as you grow within this company.

Importance of role

The operations team is the backbone of our company and by working on the front lines you represent, first-hand, everything that we stand for. Not only will you be in direct communication with our customers, commanders and agent service providers, with extreme attention to detail, having the ability to catch something so small can ultimately be the difference maker in being able to save a human life!

Responsibilities

Operating the Airspace Platform

• Set up new orders by adhering to both standard work practices and client-specific SOP instructions.
• The ability to rapidly move from one critical task to another.
• Accurately confirm job milestones are completed correctly and on time.
• Ability to navigate and interpret Airline booking and tracking websites.
• Following all process and communication standards within multiple platforms.
• Ability to stay independently informed by reviewing all communications provided throughout the company platforms.

Proactive Customer Updates

• Ability to professionally relay delays, issues, and updates with customers through verbal and written communication.
• With the customer’s best interest in mind, always looking ahead (weather conditions, traffic, etc.) and offering an alternative solution in order to meet or beat their required delivery times.
• Escalate issues early and appropriately.

Intuitive Problem Solving 

• Ability to update, manage, and/or change airway bills using initial or tenured training.
• Ability to source driver coverage for any segment of an order.
• Ability to use situational awareness to request or deny additional driver incentives when necessary.
• Ability to apply training and tenured knowledge to find out of the box solutions to common or uncommon issues.
• Follow escalation procedures and guidance provided by senior team members to assist in issue resolution.
• Demonstrate understanding and urgency of milestone updates, delays, QPT/QDT, etc.

Handling All Inbound and Outbound Communications 

• Timely acknowledgment and action of all email, phone and text requests.
• Expected to consistently meet all minimum metric expectations for phone availability and acceptance.
• Proper use of the various phone statuses.
• Adherence to All Hands on Deck and Off-Phones Requests guidelines.
• Order placement for customers who are unable to place orders via the online portal.
• Ability to identify and resolve issues surfaced through inbound phone calls, text messages, and email.
• Cross sector phone call resolution.

Maintaining Balanced Level of Performance

As an OSI, you will be expected to meet minimum metric requirements and customer service standards for an entry level position. Expectations will increase with each advancement. All expectations will be communicated to you through your direct reporting supervisor.

Compensation

• Hourly Range: $20-$24/hr
• High-quality health, vision, and dental care plan options
• 401K company contribution program
• Professional learning and training reimbursements

Location & Schedule

• Location: This role is flexible to be hybrid in Carlsbad, CA or fully remote in the US.
• Schedule: Sunday - Thursday, 8:00 AM - 4:30 PM PST

Operations Specialist I (Overnight)

Mission (Why we need you):

Airspace is a fast-growing company in the logistics x tech space. Our work saves lives. The operational performance of our teams and partners shaves time off critical deliveries of organs and medical supplies. There certainly is never a dull day at Airspace!

Outcomes (What you’ll be working on and the impact you’ll make):

We are looking for those people who see operations as anything but another customer service gig. You will be purposefully making logistics more transparent, faster, and safer for everyone using our services. You will be part of our European Operations team, which means you will be saving lives, keeping planes in the air, and delivering shipments faster than anyone else on the market. 

Primary responsibilities and tasks: 

• Provide world-class customer service
• Provide quick decisions and resolutions to issues that arise
• Ensure our KPIs are being met
• Collaborate with all team members to get shipments to point A to point B with the One Team mindset
• Strong sense of proper prioritization (What tasks takes priority over others, and for whom) 
• Properly documents issues to support corrective actions and team updates.
• Assist with the fundamental tasks of the operations department, such as processing transactions and managing daily logistics activities.
• Track the movement of goods and provide real-time shipment updates using various systems.
• Support the operations department by assisting with essential tasks, including transaction processing and daily logistics management.
• This role demands flexibility, as it may include irregular hours or overtime, particularly during peak times or when addressing critical issues

Skills & Experience & Characteristics (Who you are):

• At least 1-2+ years of experience in the international logistics environment, preferably in the freight forwarder/air/express/courier or same-day logistics; or related field.
• At least 2+ years of proven track record in a similar role in customer service/operations
• Demonstrated ability to rapidly move from one critical task to another and to shift roles when necessary
• Attention to detail: time-critical logistics is a game of centimeters. The right choice is not always clear and it is your job to find it, improve it and implement it
• Ability to make good judgments quickly
• A positive attitude: Your job is to make the impossible possible. Have fun doing it
• Strong ability to manage multiple tasks and maintain organized records.
• Fluent in speaking and writing English, any other language is a bonus.
• Knowledge of basic logistics principles, including Incoterms, supply chain fundamentals, and international trade, is a plus.
• Preferred location is Penang

Compensation and benefits:

• Salary range: RM 2,500 to RM 4,000
• Hours: Night shift
• Annual leave, medical leave, and public holidays in accordance with company policy
• Medical coverage
• Work-from-home arrangement

Overview

Primary Focus: To set up all new orders containing the most time-sensitive commodities for success, provide proactive updates to customers on any deviations and track order status progression from start to finish. These job requirements were carefully crafted in order to provide you with the basic building blocks of the Airspace Operations team and pave the way for a continued path forward as you grow within this company.

Importance of Role

The operations team is the backbone of our company  and by working on the front lines you represent, first-hand, everything that we stand for. Not only will you be in direct communication with our customers, commanders and agent service providers, with extreme attention to detail, having the ability to catch something so small can ultimately be the difference maker in being able to save a human life!

Responsibilities

Must be able to perform all Responsibilities included in the Operations Specialist II Job Description

Advanced Problem Solving

• Ability to independently resolve all escalated issues using provided resources with minimal to no assistance
• Ability to assist in resolving team member escalations and questions
• Understand Margin vs Total Cost for an order and apply knowledge to additional charge approvals 
• Expert on all International regulations, Import, and Export requirements 
• Ability to understand big picture decisions for customers balancing service with customer margins. Ability to balance speed, cost, and customer impact without defaulting to escalations
• IE. Choosing one airline because we have a service agreement for faster offloads and minimal service failures over the fastest or cheapest option based on error rate. 
• Balancing cost of service quality and expectations with margin. 
• Minimal to no errors & service failures
• Make educated decisions under pressure 
• Anticipate problems before they surface and act early 

Operating the Airspace Platform

• Hold and maintain Dangerous Goods Certification . Remain knowledgeable on all Dangerous Goods requirements and adhere to current policy procedures. 
• Assist in resolving team member inquiries for DG flagged orders
• Gain knowledge of additional sector processes 
• Provide SOP guidance hand in hand with leadership 
• Uphold team expectations leading by example 

Maintaining Balanced Level of Performance

As an OSIII, you will be expected to meet minimum metric requirements and customer service standards. Expectations will increase with each advancement. All expectations will be communicated to you through your direct reporting supervisor.

Requirements

• Ability to work weekend shifts
• Ability to work out of our Frankfurt, Germany office on a hybrid schedule
• German language proficiency strongly preferred (at least B1/independent user level)

Compensation

€50,000 - €65,000 annual salary

Overview

As an Operations Manager (OM), you play a pivotal role in the continuous improvement and overall success of the respective sector. The Ops Manager is directly responsible for the ongoing performance, long-term and near-term improvement initiatives, and the transformation of their sector into a regionally elite operating team as Airspace matures and grows.

OM’s, while working in the Operations organization, must work closely across all departments at Airspace and with our various customers and partners in their region (EU, APAC, US, etc.). Because of this, the OM must be adept at managing teams in different time zones and schedules and effectively coaching team members while not always in person. 

Importance of the role

The operations team is the backbone of our company  and by working on the front lines you represent, first-hand, everything that we stand for. Not only will you be in direct communication with our customers, commanders and agent service providers, with extreme attention to detail, having the ability to catch something so small can ultimately be the difference maker in being able to save a human life!

Skills / Qualifications

• One-Team Mentality: We are One Team. We believe we all accomplish more when we are working together.
• Ownership Mindset: End to end ownership of your team, projects, responsibilities and their effects down the line. You are the owner of decisions you make and must take responsibility for those decisions.Raising the bar: What got us here will not get us where we want to be, and as an operations team and company need to constantly be heightening the quality, speed and impact of our efforts in all facets of our work.
• Grace under pressure: Ability to raise, navigate and execute difficult situations when needed is necessary for Airspace to continue on this growth trajectory.

Responsibilities

Must be able to understand all Responsibilities included in the Operations Specialist III Job Description and perform all Responsibilities in the Supervisor Job Description

Sector Ownership

• Act as the highest escalation level and point of contact for all operations performance within your sector (whether on an ad hoc or daily basis, or to address sector-level or customer-level trends) 
• Monitor, comprehend, and action (when necessary) on the daily, weekly and monthly performance trends of your respective sector though team coaching or feedback
• Assist and ‘get hands on’ with the sector team when necessary to ensure the frontline is supported and that customers continue receiving industry leading service levels
• Represent your Operations sector in major customer milestone meetings (onboarding calls, QBR’s, escalation, issue, expansion opportunities) and provide support to Revenue teams as the operations expert
• Work alongside the Revenue (Sales and Account Management) teams to set the standards and monitor the creation, evaluation & approval on SOPs and customer specific solutions
• Lead, alongside Network, R&D, Finance and other departments at Airspace in the identification, scoping and implementation + execution of customer specific solutions or operational requirements that typically fall outside of a ‘normal’ scope of work 
• Actively participate and play a leading part in Airspace internal deployment (aka implementation) prep calls & external client deployment calls
• Define the sector-specific Standard Work and operational requirements needed for highest quality service 
• Collaborate with Network to design solutions that fit the client's needs during the deployment/onboarding process
• Identify potential risks, proactively identify operational challenges and provide geographic / regional expertise during customer RFPs 
• Define and set benchmarks for Key Performance Indicators relevant to your sector 
• Report on Sector performance (including solutions in place to improve service where necessary) regularly through scheduled updates (Performance Alignment Report) and live meetings (Quarterly Executive Operations Reviews, Leadership Summits)
• In charge of overall headcount, hiring, firing, and compensation/level requirements for your reporting sector(s). 
• KPI ownership, trend resolution, and process improvement on an account-level for existing accounts
• Assist in new client onboardings with support from Directors or Sr Managers

Team Management

• Hold routine touchpoints with Supervisors and set priorities for each individual based on needs of the business and progress against benchmark KPIs 
• Define personal performance goals for leaders in your sector that are aligned with company quarterly / annual OKR’s, general service improvements and improving their professional acumen
• Define, manage and continuously improve a predefined ‘Rhythm of the Business’ that solicits discussions around service performance, internal team discussions and ensures all leaders in your sector  are aligned on executing on priorities laid out for them 
• Maintain a coverage schedule that consistently provides sufficient operations coverage 24/7/365 and accounts for supply needed for regional service lines
• Assists in the recruitment pipeline in partnership with sector Directors and People Team including following a interview and assessment process and or framework 
• Direct resources across Airspace sectors to account for sudden supply-demand imbalances due to unforeseen circumstances, both proactively and when requested
• Manage and coach team members on quality, clean and organized communication across internal and external channels 
• Work alongside sector leadership to effectively plan and facilitate new hire onboarding and ensure all systems, hardware, certifications, accommodations and introductions are completed 

Continuous Improvement

• Scope, lead or supervise and ultimately be the primary responsible party of initiatives that support company OKR’s, sector performance shortfalls or requirements for new capability or new service requirements
• Create roll-out plans to implement new processes & lead supervisors/leads to engender high adoption rates
• Proactively identify opportunities where new services, capabilities or certifications would be required or beneficial to the sector team and drive the execution (including work plans and required resources, funding) with approval from Operations Leadership 
• Coach and hold individual contributors (Specialists, Experts) and Managers (Supervisors, Regional Sector Leaders) on technical and operational skill improvement opportunities, and personnel, communication and management opportunities pertaining to work output through a combination of individual conversations or structured trainings 
• Regularly maintain pulse balance of operational efficiency and service quality, and proactively solution and suggest opportunities for improvement to improve both objectives

Cross Departmental Collaboration

• Work to build strong, professionally productive relationship build bridges across all Airspace departments and proactively bring in other teams (RevOps) to solution large lift problems requiring cross departmental collaboration
• Partner with Finance in tracking down missing information for invoicing, discrepancies in orders and triaging ways to improve Gross Margin Dollars when tasked 
• Hold regular meeting cadences with Sales and Account Management sector leadership to understand needs, requirements of operations during high-value revenue motions
• Hold regular meeting cadences with Driver Operations and/or Network to understand needs, requirements and support that Operations can provide in the spirit of improving service across all teams at Airspace 
• Partner with Quality Assurance team for live-operational support, shipment reviews and corrective action plans. Ensures any plans taken for corrective action are effective and in place. 

Compensation

• Salary range: $80,000 - $100,000
• Bonuses based on sector performance
• High-quality health, vision, and dental care plan options
• 401K company contribution program 
• Professional learning and training reimbursements

Overview 

Primary Focus: To set up all new orders containing the most time-sensitive commodities for success, provide proactive updates to customers on any deviations and track order status progression from start to finish. These job requirements were carefully crafted in order to provide you with the basic building blocks of the Airspace Operations team and pave the way for a continued path forward as you grow within this company.

Importance of role

The operations team is the backbone of our company  and by working on the front lines you represent, first-hand, everything that we stand for. Not only will you be in direct communication with our customers, commanders and agent service providers, with extreme attention to detail, having the ability to catch something so small can ultimately be the difference maker in being able to save a human life! 

Responsibilities

Operating the Airspace Platform

• Set up new orders by adhering to both standard work practices and client-specific SOP instructions 
• The ability to rapidly move from one critical task to another and working all orders within the respective view; unless otherwise directed by an ops leader
• Verification that drivers have picked up or recovered the correct piece(s) 
• Accurately confirming flight departures by use of AWB tracking
• Following all process and communication standards within our various team outlets
• Stay up to date on all announcements and training involving new system features and process changes. 

Proactive Customer Updates

• Follow all customer delay notification preferences in providing timely updates by use of the preferred method of communication
• With the customer’s best interest in mind, always looking ahead (weather conditions, traffic, etc.) and offering an alternative solution in order to meet or beat their required delivery times.

Intuitive Problem Solving

• Ability to update, manage, and/or change airway bills using initial or tenured training. 
• Ability to source driver coverage for any segment of an order. 
• Ability to apply training and tenured knowledge to find out of the box solutions to common or uncommon issues. 
• Follow escalation procedures and guidance provided by senior team members to assist in issue resolution. 

Handling All Inbound and Outbound Communications

• Timely acknowledgment and action of all email, phone and text requests
• Expected to consistently meet all minimum metric expectations for phone availability and acceptance
• Proper use of the various phone statuses
• Order placement for customers who are unable to place orders via the online portal
• Ability to identify and resolve issues surfaced through inbound phone calls, text messages, and email. 

Maintaining Balanced Level of Performance

As an OSI, you will be expected to meet minimum metric requirements for an entry level position. Metric expectations will increase with each advancement. 

• Maintain high level of customer service while communicating with internal and external parties through
• Slack
• Zendesk
• Inbound/Outbound phone calls and texts
• Internal meetings 
• Maintain high level of team contributions in the following areas:
• Communication
• Order updates
• Accuracy based on Standard Work procedures 

Requirements

• Ability to work hybrid on-site in Lisbon, Portugal

Compensation

€50,000 - €65,000 annual salary

Overview

Primary Focus: To set up all new orders containing the most time-sensitive commodities for success, provide proactive updates to customers on any deviations and track order status progression from start to finish. These job requirements were carefully crafted in order to provide you with the basic building blocks of the Airspace Operations team and pave the way for a continued path forward as you grow within this company.

Importance of the role: 

The operations team is the backbone of our company  and by working on the front lines you represent, first-hand, everything that we stand for. Not only will you be in direct communication with our customers, commanders and agent service providers, with extreme attention to detail, having the ability to catch something so small can ultimately be the difference maker in being able to save a human life! 

Responsibilities

Advanced Problem Solving

• Ability to independently resolve all escalated issues using provided resources with minimal to no assistance
• Ability to assist in resolving team member escalations and questions
• Understand Margin vs Total Cost for an order and apply knowledge to additional charge approvals 
• Expert on all International regulations, Import, and Export requirements 
• Ability to understand big picture decisions for customers
• IE. Choosing one airline because we have a service agreement for faster offloads and minimal service failures over the fastest or cheapest option based on error rate. 
• Balancing cost of service quality and expectations with margin. 
• Minimal to no errors & service failures
• Make educated decisions under pressure 
• Anticipate problems before they surface and act early 

Operating the Airspace Platform

• Hold and maintain Dangerous Goods Certification . Remain knowledgeable on all Dangerous Goods requirements and adhere to current policy procedures. 
• Assist in resolving team member inquiries for DG flagged orders
• Gain knowledge of additional sector processes 
• Provide SOP guidance hand in hand with leadership 
• Uphold team expectations leading by example 

Maintaining Balanced Level of Performance

As an OSIII, you will be expected to meet minimum metric requirements and customer service standards. Expectations will increase with each advancement. All expectations will be communicated to you through your direct reporting supervisor.

Requirements

• Located in Columbus, Ohio
• In office, on site position 

Compensation

• Hourly Range: $25-$30/hr
• High-quality health, vision, and dental care plan options
• 401K company contribution program
• Professional learning and training reimbursements

Overview

Primary Focus: To set up all new orders containing the most time-sensitive commodities for success, provide proactive updates to customers on any deviations and track order status progression from start to finish. These job requirements were carefully crafted in order to provide you with the basic building blocks of the Airspace Operations team and pave the way for a continued path forward as you grow within this company. 

Importance of role

The operations team is the backbone of our company and by working on the front lines you represent, first-hand, everything that we stand for. Not only will you be in direct communication with our customers, commanders and agent service providers, with extreme attention to detail, having the ability to catch something so small can ultimately be the difference maker in being able to save a human life! You will be located at our customer site handling their most critical shipments through the Airspace platform. 

Responsibilities

Managing Shipments & Operating the Airspace Platform 

• Set up new orders by adhering to both standard work practices and client-specific SOP instructions 
• The ability to rapidly move from one critical task to another 
• Accurately confirm job milestones are completed correctly and on time
• Navigate and interpret key information on shipping documents, such as packing lists and bills of lading 
• Ability to stay independently informed by reviewing all communications provided throughout the company platforms 
• May include some tasks including packaging, labeling, and staging 
• Adherence to Standards: Meticulously following both Airspace's internal standards and all client-specific Standard Operating Procedures (SOPs) and site regulations. This demonstrates reliability and commitment to partnership. 

Proactive Customer Updates 

• Manage email, phone and live communication with multiple external parties including but not limited to clients, suppliers such as airlines and drivers, and colleagues
  • Ability to professionally relay delays, issues, and updates with customers through verbal and written communication
  • Maintain high attention to detail in all correspondence, as even minor errors can have significant consequences for mission-critical packages (e.g., organs for transplant, aircraft parts)
• Escalate issues early and appropriately
• Representing the Company: As a front-line representative of Airspace located directly on a customer's site, you are the face of the company. Conduct must be consistently professional, courteous, and align with Airspace's reputation as a recognized leader in time-critical logistics.
• Upholding the company core value of Transparency by ensuring open, honest, and sincere communication with both the team and customers. 

Maintaining Balanced Level of Performance 

As an Ops Admin, you will be expected to meet minimum metric requirements and customer service standards for an admin level position. Expectations will increase with advancement. All expectations will be communicated to you through your direct reporting supervisor. 

Requirements

• Must be able to work full-time onsite at Des Plaines, IL location 
• Must be available to work weekends
• Strong attention to detail
• Strong customer service skills

Compensation & Benefits

• Pay range: $20/hour - $24/hour
• High-quality health, vision, and dental care plan options 
• 401K company contribution program 
• Professional learning and training 

Overview

Primary Focus: To set up all new orders containing the most time-sensitive commodities for success, provide proactive updates to customers on any deviations and track order status progression from start to finish. These job requirements were carefully crafted in order to provide you with the basic building blocks of the Airspace Operations team and pave the way for a continued path forward as you grow within this company.

Importance of Role

The operations team is the backbone of our company  and by working on the front lines you represent, first-hand, everything that we stand for. Not only will you be in direct communication with our customers, commanders and agent service providers, with extreme attention to detail, having the ability to catch something so small can ultimately be the difference maker in being able to save a human life!

Responsibilities

Must be able to perform all Responsibilities included in the Operations Specialist II Job Description

Advanced Problem Solving

• Ability to independently resolve all escalated issues using provided resources with minimal to no assistance
• Ability to assist in resolving team member escalations and questions
• Understand Margin vs Total Cost for an order and apply knowledge to additional charge approvals 
• Expert on all International regulations, Import, and Export requirements 
• Ability to understand big picture decisions for customers balancing service with customer margins. Ability to balance speed, cost, and customer impact without defaulting to escalations
• IE. Choosing one airline because we have a service agreement for faster offloads and minimal service failures over the fastest or cheapest option based on error rate. 
• Balancing cost of service quality and expectations with margin. 
• Minimal to no errors & service failures
• Make educated decisions under pressure 
• Anticipate problems before they surface and act early 

Operating the Airspace Platform

• Hold and maintain Dangerous Goods Certification . Remain knowledgeable on all Dangerous Goods requirements and adhere to current policy procedures. 
• Assist in resolving team member inquiries for DG flagged orders
• Gain knowledge of additional sector processes 
• Provide SOP guidance hand in hand with leadership 
• Uphold team expectations leading by example 

Maintaining Balanced Level of Performance

As an OSIII, you will be expected to meet minimum metric requirements and customer service standards. Expectations will increase with each advancement. All expectations will be communicated to you through your direct reporting supervisor.

Compensation

£50,000 - £55,000 annual salary