Airspace is looking for an Operations Manager to play a pivotal role in the continuous improvement and overall success of your respective sector. You will be directly responsible for its performance, transformation into a regionally elite team, and will work closely across all departments, customers, and partners.
What You'll Do
- Act as the highest escalation level and point of contact for all operations performance within your sector.
- Monitor, comprehend, and action daily, weekly, and monthly performance trends.
- Assist and get hands on with the sector team to ensure frontline support and industry-leading service.
- Represent your sector in major customer milestone meetings and support Revenue teams as the operations expert.
- Work with Revenue teams to set standards and monitor the creation, evaluation & approval of SOPs and customer-specific solutions.
- Lead in the identification, scoping, and implementation of customer-specific solutions or operational requirements.
- Actively participate in Airspace internal deployment prep calls & external client deployment calls.
- Define sector-specific Standard Work and operational requirements for highest quality service.
- Collaborate with Network to design solutions that fit the client's needs during the deployment process.
- Identify potential risks and operational challenges and provide geographic expertise during customer RFPs.
- Define and set benchmarks for Key Performance Indicators relevant to your sector.
- Report on Sector performance regularly through scheduled updates and live meetings.
- Be in charge of overall headcount, hiring, firing, and compensation/level requirements for your reporting sector(s).
- Own 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.
- Hold routine touchpoints with Supervisors and set priorities for each individual.
- Define personal performance goals for leaders in your sector aligned with company OKRs.
- Define, manage, and continuously improve a predefined 'Rhythm of the Business'.
- Maintain a coverage schedule that provides sufficient operations coverage 24/7/365.
- Assist in the recruitment pipeline in partnership with sector Directors and People Team.
- Direct resources across Airspace sectors to account for sudden supply-demand imbalances.
- 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.
- Scope, lead, or supervise initiatives that support company OKRs, sector performance shortfalls, 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.
- Coach and hold individual contributors and Managers on technical, operational, and personnel improvement opportunities.
- Regularly maintain pulse balance of operational efficiency and service quality, and proactively suggest improvements.
- Work to build strong, professionally productive relationships across all Airspace departments.
- Partner with Finance in tracking down missing information for invoicing, discrepancies in orders, and improving Gross Margin Dollars.
- Hold regular meeting cadences with Sales and Account Management sector leadership.
- Hold regular meeting cadences with Driver Operations and/or Network.
- Partner with Quality Assurance team for live-operational support, shipment reviews, and corrective action plans.
What We're Looking For
- A One-Team Mentality: belief that we all accomplish more when working together.
- An Ownership Mindset: end-to-end ownership of your team, projects, responsibilities and their downstream effects.
- A commitment to Raising the bar: constantly heightening the quality, speed and impact of our efforts.
- Grace under pressure: ability to raise, navigate and execute difficult situations when needed.
- Ability to understand all Responsibilities included in the Operations Specialist III Job Description.
- Ability to perform all Responsibilities in the Supervisor Job Description.
Team & Environment
You will work in the Operations organization and collaborate closely across all departments at Airspace.
Benefits & Compensation
- High-quality health, vision, and dental care plan options
- 401K company contribution program
- Professional learning and training reimbursements
- Compensation: $80,000 - $100,000
Work Mode
This is a global role. Candidates located in the EU, APAC, or US are eligible.
We are looking for passionate, motivated individuals who want to make an IMPACT every day.
