Agent Lead

About the role

Own the Agent Network Across Your Regions. You own the agent partner relationship across two of Airspace’s four U.S. regions, including onboarding new agent partners, running ongoing performance conversations, maintaining the scorecard, and partnering with the Director, Network Operations, and Procurement to decide next steps when a partner isn’t meeting standard. The Regional Network Managers in your two regions own their region’s overall health and weigh in on judgment calls that affect regional strategy.

Responsibilities

• Build and maintain relationships with agent partners across your two regions, staying close enough to the day-to-day that you know how each partner is actually performing
• Own agent scorecard management for every courier and agent partner across your two regions — quality, reliability, and coverage — applying and maintaining a scorecard built on the data and methodology the Lead, US Network Strategy & Operations provides
• Track Partner Portal adoption for every agent partner in your two regions as a standing indicator of partnership health; low or no usage is often the earliest sign of a partner who isn’t fully invested
• Monitor performance on an ongoing basis, identifying partners whose performance is falling out of alignment with Airspace’s expectations before it becomes a bigger problem
• Lead performance review conversations with agent partners, using scorecard data and case history to make the case clearly and set expectations for improvement
• Partner with the Director, Network Operations, and Procurement to decide next steps when an agent partner is not meeting standard after a fair review, keeping the relevant Regional NM informed
• Handle agent onboarding in partnership with Procurement — operational onboarding, credentialing, documentation, system setup, and setting initial performance expectations
• Manage the agent case queue in Salesforce for your two regions, triaging and routing escalations and maintaining accurate documentation
• Work closely with the two Regional Network Managers in your area — keeping them informed on agent performance and deactivation outcomes in their geography, and partnering with them on judgment calls that affect regional strategy
• Partner with the Lead, US Network Strategy & Operations as your primary data partner on the agent scorecard — receiving analysis and methodology, and providing ground-truth field context back
• Coordinate with the Director, Network Operations, and with the other Agent Lead, on agent trends or systemic issues that show up across more than one region
• Partner with the Director, US Network Solutions when strategic account work or new capability development touches agent partners in your regions — providing operational context on existing agent capacity and standards, and handling onboarding once a new agent partnership is stood up
• Partner with the Driver Trainers to ensure training modules are being appropriately actioned by agent partners in your regions, flagging completion gaps or engagement issues
• Support Network Quality & Compliance with agent-related audit documentation and compliance reviews as needed

Requirements

• At least 2+ years of experience in vendor/partner management, network operations, or account management — experience in logistics, transportation, or a gig/contractor network environment is strongly preferred
• Experience leading direct, sometimes difficult performance conversations, including decisions to end a partnership when standards aren’t met
• Experience applying and managing a partner or vendor scorecard process; comfortable working from analytics someone else builds rather than building it yourself
• Comfortable holding two concurrent regional relationships with enough depth to go beyond surface-level oversight
• Strong documentation habits; comfortable owning a case queue in Salesforce or a comparable CRM
• Clear, direct communicator; comfortable owning a performance conversation end to end, and partnering with the Director and Procurement on deactivation decisions, while keeping Regional NMs appropriately informed
• Strong relationship management skills — able to build trust with two Regional NMs who may have different working styles and regional context, as well as with the Network Strategy & Operations Lead
• Comfortable operating with a level of autonomy above a coordinator-level role, given the narrower, higher-touch scope of two regions rather than four
• Willingness to travel periodically to build relationships with agent partners and Regional Network Managers — estimated at less than 20% of time
• Bachelor’s degree in a related field, or equivalent practical experience
• Mountain Time zone or Pacific Time zone preferred

Success Metrics

• 2026 Agent scorecards are current and consistently applied across both of your regions, built on a strong working relationship with the Network Strategy & Operations Lead
• Both Regional NMs have clear visibility into agent performance in their geography and know you own the performance conversations and drive deactivation decisions in partnership with the Director and Procurement
• Partner Portal adoption is being tracked consistently as part of the scorecard
• Performance conversations are happening proactively, not just when an agent partner is already failing
• The case queue is current with no aging escalations
• Critically, neither Regional NM has personally run an agent performance conversation or made an agent deactivation call
• 2027 The scorecard — sharpened over time by the ongoing partnership between this role and the Network Strategy & Operations Lead — has become the standard reference point your two Regional NMs use in agent-related decisions
• Measurable improvement in agent scorecard compliance and Partner Portal adoption across both regions
• The two-Agent-Lead model has demonstrated that agent performance conversations and deactivation decisions can run consistently and well without ever landing on a Regional NM’s desk, and without collapsing back into a single centralized seat

Your First 90 Days

• Build relationships with both Regional Network Managers in your area and with the Lead, US Network Strategy & Operations
• Get fluent in the current agent portfolio, scorecard state, and active cases across both of your regions
• Establish a consistent scorecard review cadence and identify where performance conversations are already overdue
• Understand how and when to loop in Procurement, and build enough of a relationship there that it’s easy to do when the need arises

Your First 180 Days

• The scorecard process is running consistently across both of your regions, with each Regional NM engaged in regular check-ins rather than hands-on performance work
• The case queue is clean and current
• Both Regional NMs see you as the person who owns agent performance conversations and drives deactivation decisions, in partnership with the Director and Procurement, in their geography
• The partnership with the Network Strategy & Operations Lead is running smoothly in both directions
• Procurement knows who you are when a performance issue needs their input

Benefits

• High-quality health, dental, and vision plan options
• Open PTO
• 401K with company match

Core Values

• We are One Team. We believe we all accomplish more when we are working together.
• We make an Impact. We are determined to have a positive influence on our environment, our customers, our industry, and our world.
• We are Passionate. We care deeply about our mission and are not afraid to raise the bar.
• We are Transparent. We pride ourselves on having open, honest, and sincere communication with our team and customers.
• We are Innovative. We never settle and are always striving to improve our product, service, and ourselves.