Operations Expert, Aerospace & Defense (US)

Our client is a logistics and freight-forwarding company specializing in mission-critical shipments—organs for transplant, essential machinery parts, and sensitive components like semiconductors. Using AI and machine learning, they coordinate a global network of drivers and airlines to solve time-critical logistics challenges. Headquartered in Carlsbad, California, with a European office in Amsterdam, the company serves numerous locations worldwide and is experiencing rapid growth.

About the Opportunity

The Operations Expert, Aerospace & Defense serves as the highest-level escalation resource within the operations team for this sector. In this role, you will independently resolve complex issues, provide real-time coaching to team members, and support leadership and account managers in managing escalations. The position is vital for maintaining operational excellence and ensuring mission-critical shipments are handled efficiently and accurately.

Responsibilities

• Resolve escalated issues independently, including those from teammates, account managers, and leadership
• Act as a key knowledge resource for complex shipments and situations within the sector
• Provide real-time coaching and guidance to team members during live operations
• Lead remote teams through volume fluctuations and customer interactions
• Monitor process adherence and identify training needs within the team
• Collaborate with supervisors to address team training gaps
• Manage workload prioritization and resource allocation within the sector
• Oversee live operations via core service platforms and dashboards
• Maintain expert-level operation of the organization's platform
• Quote and source coverage for specialized transport requests as needed
• Identify process gaps and propose solutions with management
• Deliver proactive, clear communication to provide customer service
• Meet specified performance metrics and customer service standards

Requirements

• Proven success as an Operations Specialist III or equivalent escalation resource
• Expert mastery of sector-specific processes and escalation scenarios
• Ability to coach teammates effectively in real time
• Experience managing live queues and reallocating resources amid volume changes
• Comfortable interacting with account managers and leadership on escalations
• Demonstrated initiative in identifying and addressing process gaps
• Relevant certifications required for the Expert tier
• Availability for two weeks of on-site training in Carlsbad, California

Pay

Hourly pay range: $27–40 per hour

Benefits

• High-quality health, vision, and dental care plan options
• 401K company contribution program
• Professional learning and training reimbursements