Senior Manager, Network Operations

Airspace

2h•$115,000 - $125,000•Remote

About The Position

Airspace is seeking a Senior Manager, Network Operations to lead consistent execution across its U.S. network. The role directly manages four Regional Network Managers, who own the complete supply picture in their geographies, and two Agent Leads, who own agent execution across two regions apiece. The Senior Manager aligns performance standards, tools, and escalation protocols across all four regions and resolves friction between regional and agent leadership. The position owns prioritization when two Regional Network Managers need the attention of the same Agent Lead, and participates with the relevant Agent Lead and Procurement in every agent deactivation decision. It serves as an operational escalation point for cross-regional issues and partners with the VP on capacity planning, organizational design, and strategic initiatives. The Senior Manager also works with Network Solutions and Network Strategy & Operations to ensure new accounts and capabilities are operationally executable and supported by consistent, trustworthy data and scorecard methods. The role reports to the VP, US Network. It is remote in the U.S., with periodic travel to support regions and cross-functional handoffs, and has six direct reports. Success includes consistent standards and decision-making across regions, effective RNM-Agent Lead working relationships, clean handoffs, and eventually a mature operating structure requiring less active mediation.

Requirements

2–5+ years of experience in network operations, field operations, or multi-site operations leadership, with people-management experience across more than one function or team type.
Experience managing managers, including leaders responsible for a full geography and leaders responsible for a specialized function.
Ability to share authority and accountability as one of three decision-makers on consequential decisions.
Ability to make fast, sometimes unpopular prioritization decisions between peers when they share an Agent Lead.
Strong operational judgment to distinguish regional issues from cross-regional issues requiring senior-management intervention.
Experience partnering with a strategic or business-development-style function that hands off new capabilities or accounts, and translating those handoffs into operational execution.
Clear, direct communication skills and comfort resolving disagreements between direct-report peers.
Bachelor’s degree in a related field or equivalent practical experience.

Responsibilities

Directly manage four Regional Network Managers and align cross-regional performance standards, tooling, and escalation protocols.
Directly manage two Agent Leads, ensuring their two-region coverage model works, workloads are balanced, and agent execution is consistent across all four regions.
Coach and develop Regional Network Managers in broad regional leadership and Agent Leads in agent-performance judgment and difficult performance conversations.
Resolve misalignment between a Regional Network Manager and the Agent Lead covering that region.
Set priorities when two Regional Network Managers need the same Agent Lead and cannot resolve the conflict themselves.
Participate with the relevant Agent Lead and Procurement in every agent deactivation decision, bringing a cross-regional operational perspective.
Ensure agent deactivation decisions are documented consistently and use the same standard across all four regions.
Escalate deactivation decisions to the VP only when they present strategic or account-level risk beyond the affected region.
Serve as the escalation point for Regional Network Managers on cross-regional issues or decisions beyond their authority.
Serve as the escalation point for Agent Leads on issues involving multiple regions or requiring senior-management judgment.
Stay aligned with the Senior Manager of Network Enablement so recruiting pipelines and training programs reflect demand across all four regions.
Partner with the VP on capacity planning, organizational design, and strategic Network Operations initiatives.
Partner with the Director, US Network Solutions during development of new strategic accounts or capabilities to ensure operational teams can execute after handoff.
Coordinate with the Lead, US Network Strategy & Operations to maintain consistent, trustworthy data and scorecard methodology across the network.
Build relationships with all four Regional Network Managers, both Agent Leads, and cross-functional partners; assess how the operating structure functions and participate in an agent deactivation decision during the first 90 days.
Establish consistent performance standards and escalation protocols, trusted deactivation decision practices, and at least one clean Network Solutions handoff with early involvement within the first 180 days.