Operations Manager

About the role

Own the Performance and Growth of Your Sector
As an Operations Manager, you play a pivotal role in the ongoing performance of your sector and its transformation into a regionally elite operating team as Airspace matures and grows.

Responsibilities

• Must be able to understand all responsibilities included in the Ops Expert job description and perform all responsibilities in the Supervisor job description, in addition to the following:
• Own Sector Performance and Escalations
• Get hands-on with the sector team when needed to support the frontline and protect service levels
• Act as the highest escalation point for day-to-day frontline operations within your sector — the first point of contact before an issue needs to go to your Senior Manager or Director
• Monitor sector performance trends daily, weekly, and monthly, using coaching and feedback to resolve KPI issues and drive account-level process improvement
• Partner with your sector leadership to define sector-specific Standard Work, KPI benchmarks, and the reporting cadence for leadership (e.g., quarterly executive operations reviews, leadership summits)
• Represent Operations Externally and Cross-Functionally
• Partner with Revenue, Network, R&D, and Finance to shape SOPs, support high-value revenue motions, and scope customer-specific solutions that fall outside the normal scope
• Partner with Quality Assurance on live-operational support, shipment reviews, and corrective action plans, ensuring corrective actions are effective and in place
• Partner on Staffing and Team Composition
• Maintain a coverage schedule that provides sufficient operations coverage 24/7/365 and accounts for the supply needs of your service lines
• Own Training and Enablement
• Own management of the training platform (WorkRamp) and its associated modules for your sector — keeping content current, assignments on track, and completion visible to leadership
• Support new hire training by helping plan the training schedule and stepping in to help deliver content as needed
• Coach and Develop Your Leaders
• Define and manage a rhythm of the business - routine touchpoints with supervisors, priority-setting, and progress tracking against KPIs- that keeps your team’s leaders aligned, including regular cadences with Driver Operations and Network
• Conduct regular skip-level 1:1s with frontline operators (Specialists, Experts) to stay connected to on-the-ground performance and surface issues before they escalate
• Partner with your Senior Manager on Semi-Annual Review (SAR) prep — building promotion and merit increase cases, preparing supporting documents, and scheduling and running SAR meetings
• Define personal performance goals and coach individual contributors (Specialists, Experts) and personnel leaders (Supervisors) on technical, operational, and communication skills through individual conversations and structured training
• Hold regular meeting cadences with Driver Operations and Network to align on the needs, requirements, and support your sector requires from those teams
• Drive Continuous Improvement
• Scope, lead, or supervise initiatives supporting company OKRs, sector performance gaps, or new capability requirements — as the primary responsible party, end to end
• Proactively identify where new services, capabilities, or certifications would benefit the sector, and drive execution — including work plans and resourcing — with Operations Leadership approval
• Maintain a regular pulse on operational efficiency and service quality, proactively solving for both rather than trading one off against the other

Requirements

• Proven experience managing high-performing operations teams, ideally in time-critical logistics, marketplace, or supply chain environments
• Demonstrated ownership mindset — comfortable driving outcomes and taking accountability for your decisions, including partnering on hiring, firing, and compensation calls for your team
• Strong cross-functional influence, with a track record of aligning Revenue, Network, Finance, R&D, and Quality Assurance without formal authority over those teams
• Experience managing distributed teams across time zones and schedules, including maintaining 24/7/365 coverage models
• Comfort partnering on KPI definition and owning the follow-through — translating performance trends into coaching, process changes, or escalations
• Strong coaching and people-development skills, with experience developing both individual contributors and people managers
• Grace under pressure — a track record of navigating and resolving high-stakes, high-visibility situations
• Bachelor's degree in a related field, or equivalent practical experience

Qualifications

• Bachelor's degree in a related field, or equivalent practical experience

Skills

• Strong cross-functional influence
• Experience managing distributed teams
• Grace under pressure
• Strong coaching and people-development skills

Benefits

• Salary range: $80,000 - $85,000 / year
• Bonuses based on sector performance
• High-quality health, vision, and dental care plan options
• 401K company contribution program
• Professional learning and training reimbursements

Pay

• Salary range: $80,000 - $85,000 / year

Schedule

• Full-time