Agent Lead

Airspace

4d•$22 - $26•Hybrid

About The Position

Airspace is a tech-enabled freight forwarder redefining critical package delivery using AI and machine learning. We coordinate logistics globally, focusing on speed, transparency, security, and accountability for mission-critical items like transplant organs and aircraft parts. We are a rapidly growing company seeking passionate individuals to help us reshape time-critical logistics.

Requirements

At least 2+ years of experience in vendor/partner management, network operations, or account management.
Experience in logistics, transportation, or a gig/contractor network environment is strongly preferred.
Experience leading direct, sometimes difficult performance conversations, including decisions to end a partnership when standards aren’t met.
Experience applying and managing a partner or vendor scorecard process; comfortable working from analytics someone else builds rather than building it yourself.
Comfortable holding two concurrent regional relationships with enough depth to go beyond surface-level oversight.
Strong documentation habits; comfortable owning a case queue in Salesforce or a comparable CRM.
Clear, direct communicator; comfortable owning a performance conversation end to end, and partnering with the Director and Procurement on deactivation decisions, while keeping Regional NMs appropriately informed.
Strong relationship management skills.
Comfortable operating with a level of autonomy above a coordinator-level role.
Willingness to travel periodically (estimated at less than 20% of time).
Bachelor’s degree in a related field, or equivalent practical experience.
Mountain Time zone or Pacific Time zone preferred.

Responsibilities

Build and maintain relationships with agent partners across two U.S. regions.
Own agent scorecard management for every courier and agent partner across two regions, focusing on quality, reliability, and coverage.
Track Partner Portal adoption as an indicator of partnership health.
Monitor performance on an ongoing basis, identifying partners whose performance is falling out of alignment with Airspace’s expectations.
Own and lead performance review conversations with agent partners.
Partner with the Director, Network Operations, and Procurement to decide next steps when an agent partner is not meeting standard.
Own agent onboarding in partnership with Procurement, handling the operational side.
Manage the agent case queue in Salesforce for two regions, triaging and routing escalations and maintaining accurate documentation.
Work closely with two Regional Network Managers, keeping them informed on agent performance and deactivation outcomes.
Work closely with the Lead, US Network Strategy & Operations as the primary data partner on the agent scorecard.
Partner with Procurement and the Director, Network Operations, on commercial, contractual, and next-step decisions for performance issues or deactivations.
Coordinate with the Director, Network Operations, and the other Agent Lead, on agent trends or systemic issues.
Partner with the Director, US Network Solutions on strategic account work or new capability development touching agent partners.
Partner with Driver Trainers to ensure training modules are being appropriately actioned by agent partners.
Support Network Quality & Compliance with agent-related audit documentation and compliance reviews.