Airspace

Role Description We're looking for a Solutions Engineer to join our R&D team and own that translation layer between the customer and the platform. You'll take complex, real-world customer Standard Operating Procedures (SOPs) and turn them into precise, custom workflows inside our core system. What You'll Do - Partner Across Customers and Internal Teams: - Work closely with onboarding, operations, account management, and product to gather requirements. - Clarify ambiguity in customer SOPs. - Validate that configured workflows reflect real operational intent. - Serve as the bridge between what a customer says they need and how the platform delivers it. - Translate Customer SOPs into Intelligent Workflows: - Take detailed, often complex customer SOPs and parse them into highly accurate, custom workflows. - Build and maintain the JSON-defined workflow diagrams that specify all business rules for a customer. - Own the accuracy and completeness of these configurations end to end. - Configure Field & Mobile Driver Workflows: - Configure the mobile workflows that guide drivers through customer-specific activities in the field. - Ensure that every required step is presented correctly and in the right sequence. - Maintain, Test, and Evolve Configurations: - Rigorously test and validate workflows before they go live. - Iterate as customer requirements change over time. - Catch edge cases before they become field problems. - Continuously improve the reliability of the configurations you own. - Build for Scale and Reuse: - Identify common patterns across customers and verticals. - Design reusable workflow components and templates. - Help shape the tooling, standards, and best practices for faster and more reliable workflow configuration. - Measure and Drive Workflow Impact: - Own the metrics that prove your configurations are working as intended. - Track adherence to workflows and surface discrepancies. - Drive up the share of orders that run on auto-pilot. - Monitor service levels across orders governed by Task Workflows. Qualifications - 2–4+ years of experience in solutions engineering, implementation, systems configuration, business analysis, or a comparable role. - A proven background taking complicated SOPs and parsing them into actionable process flow diagrams or structured workflows. - Exceptional organization and attention to detail. - Experience governing processes that encourages adoption without proliferation. - Comfort working with structured data and configuration logic (e.g., JSON, rules engines). - Strong communication and requirements-gathering skills. - Familiarity with process-mapping tools (e.g., BPMN, Lucidchart, Visio) is a plus. - Logistics, supply chain, or operations experience preferred but not required. - Bachelor's degree in a related field, or equivalent practical experience. Requirements - Independently own end-to-end workflow configuration for new customer onboardings. - Deliver accurate, on-time workflow and mobile configurations with minimal field defects. - Establish a plan to increase company autopilot KPIs. - Dramatic increases in autopilot metrics across all sectors. Benefits - Salary range: $88K-$115K. - High-quality health, dental, and vision plan options. - Open PTO. - 401K with company match. Company Description Airspace is a tech-enabled freight forwarder that’s redefining how the world’s most critical packages are delivered. Our proprietary AI-powered platform is the most advanced of its kind, providing speed, reliability, and transparency unrivaled in time-critical logistics.

Role Description The primary focus of this role is to set up all new orders containing the most time-sensitive commodities for success, provide proactive updates to customers on any deviations, and track order status progression from start to finish. These job requirements were carefully crafted to provide you with the basic building blocks of the Airspace Operations team and pave the way for a continued path forward as you grow within this company. The operations team is the backbone of our company, and by working on the front lines, you represent everything that we stand for. You will be in direct communication with our customers, commanders, and agent service providers, where extreme attention to detail can ultimately be the difference maker in saving a human life! Responsibilities - Operating the Airspace Platform - Set up new orders by adhering to both standard work practices and client-specific SOP instructions - The ability to rapidly move from one critical task to another - Accurately confirm job milestones are completed correctly and on time - Ability to navigate and interpret Airline booking and tracking websites - Following all process and communication standards within multiple platforms - Ability to stay independently informed by reviewing all communications provided throughout the company platforms - Proactive Customer Updates - Ability to professionally relay delays, issues, and updates with customers through verbal and written communication - With the customer’s best interest in mind, always looking ahead (weather conditions, traffic, etc.) and offering an alternative solution in order to meet or beat their required delivery times - Intuitive Problem Solving - Ability to update, manage, and/or change airway bills using initial or tenured training - Ability to source driver coverage for any segment of an order - Ability to use situational awareness to request or deny additional driver incentives when necessary - Ability to apply training and tenured knowledge to find out-of-the-box solutions to common or uncommon issues - Follow escalation procedures and guidance provided by senior team members to assist in issue resolution - Handling All Inbound and Outbound Communications - Timely acknowledgment and action of all email, phone, and text requests - Expected to consistently meet all minimum metric expectations for phone availability and acceptance - Proper use of the various phone statuses - Adherence to All Hands on Deck and Off-Phones Requests guidelines - Order placement for customers who are unable to place orders via the online portal - Ability to identify and resolve issues surfaced through inbound phone calls, text messages, and email - Cross sector phone call resolution - Maintaining Balanced Level of Performance - As an OSI, you will be expected to meet minimum metric requirements and customer service standards for an entry-level position - Expectations will increase with each advancement, communicated through your direct reporting supervisor Compensation - Hourly Range: $26-$28/hr - High-quality health, vision, and dental care plan options - 401K company contribution program - Professional learning and training reimbursements 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.

• Support the Director of Global Procurement in executing procurement initiatives and cost-saving programs across North America. Review and approve complex, high-value supplier partnerships and agreements, negotiate and award agreements on behalf of the corporation. • Owns the North American RFQ process from start to finish for Tier 2 and Tier 3 markets • Qualifies vendors through cost and service, evaluating both qualitative and quantitative aspects of suppliers prior to award to ensure no disruption to existing service levels • Studies product roadmap, development strategy and innovation needs, and develops supplier matrix strategies to provide options that deliver on business goals. • Maintains a regular contact rhythm with the existing supplier base through check-in calls—monthly at minimum, more frequently for high-priority markets, and weekly during the implementation of new agents to ensure a smooth transition. • Leads business reviews, and supports the Director of Procurement in developing annual strategy meeting goals and objectives • Monitor vendor service quality and performance metrics and provide regular reporting and insights. • Identify opportunities to improve supplier performance, service quality, and procurement processes. • Validates all system and operational requirements—both with internal and external stakeholders—to ensure each vendor is properly set up for service in Tier 2 and Tier 3 markets, partnering with operations to identify and resolve system and agent constraints • Reports on performance to ensure targets are being met and that action items are identified to resolve constraints across all markets

• Set up new orders by adhering to both standard work practices and client-specific SOP instructions. • The ability to rapidly move from one critical task to another. • Accurately confirm job milestones are completed correctly and on time. • Following all process and communication standards within multiple platforms. • Ability to stay independently informed by reviewing all communications provided throughout the company platforms. • Ability to identify and resolve issues surfaced through inbound phone calls, text messages, and email.

• Set up all new orders containing the most time-sensitive commodities for success • Provide proactive updates to customers on any deviations and track order status progression from start to finish • Understand Margin vs Total Cost for an order and apply knowledge to additional charge approvals • Balance cost of service quality and expectations with margin • Anticipate problems before they surface and act early

• Partner with stakeholders across Revenue, Operations, and Executive teams to understand their workflow visions and pain points • Design and build end-to-end workflows that may span multiple platforms (Salesforce, Zendesk, Slack, internal APIs, etc.) • Create custom automations using APIs, webhooks, and integration platforms when native functionality falls short • Administer and optimize the Zendesk instance for our support and operations teams • Design sophisticated ticket routing, triggers, automations, and macros • Build and maintain custom apps, integrations, and extensions • Create and manage views, reports, and dashboards that drive operational decisions • Manage user permissions, groups, and organizational structures • Support Business Systems & Operations team with buildouts of new system architecture • Build custom objects, fields, validation rules, and flows • Create reports and dashboards for Revenue and Operations teams • Build and maintain API connections between business systems • Write and troubleshoot webhook configurations • Document technical implementations and integration architecture • Proactively identify inefficiencies in current workflows and propose solutions • Stay ahead of business needs by understanding upcoming initiatives and preparing technical groundwork • Collaborate with Management to develop best practices for system requests and implementation

• Ensure all system rates for customers and suppliers match their approved rate cards. • Accurately build, update, and retire rates within Airspace's pricing and rating systems. • Run regular audits comparing live system rates against source rate cards. • Diagnose why a rate is wrong and drive it to a correct outcome. • Partner with Pricing, Finance, Operations, and Commercial teams to confirm rate intent. • Maintain clear records of rate changes, approvals, and logic behind configurations.

• Analyze orders with Customer Complaints. • Analyze calls and provide constructive feedback • Assure consistent quality of service by enforcing company procedures and policies. • Provide solutions and assistance to Operations and QA&A team members • Provide recommendations to improve the procedures and policies throughout the organization continuously. • Participate in real-time order analysis when requested, required, or needed. • Research customer satisfaction issues, develop corrective action plans, and monitor results through to closure. • Analyze calls and provide constructive feedback to ensure Operation Specialists are delivering the highest standard of communication to Airspace clients, Commanders/Copilots, and Service Partners. • Communicate proactively with the QA&A team on problems and issues. • Provide input to QA&A work collaboratively to achieve improved results. • Ensure operational compliance with all regulatory requirements under which the company operates. • Review and evaluate orders without error codes • Perform additional duties and responsibilities as assigned by the Director for QA&A and/or Lead Analyst of QA&A.

• Own end-to-end operational performance across North America, ensuring order execution consistently meets or exceeds client expectations for all time-critical shipments. • Serve as the senior operational escalation point for complex, high-stakes logistics challenges across the life sciences, pharmaceutical, aerospace, and medical device sectors. • Partner closely with commercial, quality, IT, and global teams to deliver tailored solutions that meet complex operational, regulatory, and service requirements. • Lead coordination across transportation networks and carrier partners to maintain service reliability and compliance in a dynamic, 24/7 operating environment. • Recruit, develop, and retain a high-performing team of 50+ operations professionals, fostering a culture of accountability, continuous improvement, and customer obsession. • Design and implement structured training and development programs that build technical depth, cross-functional knowledge, and long-term organizational capability.

• Set up new orders for time-sensitive commodities • Provide proactive updates to customers on order status • Confirm job milestones are completed correctly and on time • Relay delays, issues, and updates professionally • Escalate issues early as needed • Manage inbound and outbound communications timely • Identify and resolve issues from requests