Operations Expert, Aerospace & Defense (US)

Be Your Sector's Highest-Level Resource

Every escalation eventually reaches someone who's seen it before — who can look at a complex shipment, an account-level curveball, or a live volume spike and know exactly what to do. As an Ops Expert, you're that person for your sector.

You've mastered your sector as an Operations Specialist III. Now the job expands: you're the person leadership and account managers turn to when an escalation in your sector needs an answer — not another link in the chain — and a real-time coach for teammates in the middle of a live issue.

What You'll Do

Must be able to perform all responsibilities included in the Operations Specialist III job description, in addition to the following:

Resolve What Escalates Beyond the Team

• Independently resolve all escalated issues, including those surfaced by teammates, account managers, and leadership
• Serve as a key knowledge point for complex shipments and situations within your sector
• Contribute reference and knowledge to teammates and leadership to support account-level improvements

Coach and Lead in Real Time

• Guide teammates in real time when errors or issues occur, not retroactively
• Lead a remote team through live volume fluctuations and customer encounters
• Evaluate process adherence and flag live training opportunities within your team
• Identify team training gaps and partner with supervisors to address them
• Support prioritization and workload balancing within your sector assignment

Monitor and Allocate Live Operations

• Monitor core