Operations Expert, Aerospace & Defense
Job in
Carlsbad, San Diego County, California, 92002, USA
Listed on 2026-08-16
Listing for:
Jobtailor
Full Time
position Listed on 2026-08-16
Job specializations:
-
Customer Service/HelpDesk
HelpDesk/Support, Customer Service Rep, Customer Success Management
Job Description & How to Apply Below
- Independently resolve all escalated issues surfaced by teammates, account managers, and leadership
- Serve as a key knowledge point for complex shipments and situations within the assigned sector
- Contribute reference and knowledge to teammates and leadership to support account‑level improvements
- Guide teammates in real time when errors or issues occur
- Lead a remote team through live volume fluctuations and customer encounters
- Evaluate process adherence and flag live training opportunities
- Identify team training gaps and partner with supervisors to address them
- Support prioritization and workload balancing within the sector assignment
- Monitor ticketing, calling, and live dashboard platforms and allocate team resources
- Monitor on‑shift team activity and process adherence
- Monitor high‑visibility and swarm‑level orders and processes
- Leverage training, informational, and departmental resources to inform decisions
- Maintain additional certifications required for the Expert tier and answer related teammate questions
- Quote and source coverage for specialized transport requests such as on‑board courier and charter
- Identify process gaps and propose alternative solutions with supervisors or managers
- Provide proactive, thorough verbal and written customer service
- Meet sector‑specific minimum performance metrics and customer service standards
Requirements
- Demonstrated success as an Operations Specialist III, or equivalent experience serving as a team’s top escalation resource
- Deep, expert‑level mastery of assigned sector processes, escalation patterns, and edge cases
- Proven ability to coach and guide teammates in the moment
- Experience monitoring live queues and reallocating resources under shifting volume
- Comfort interfacing directly with account managers and leadership on complex or escalated situations
- Track record of identifying process gaps and proposing solutions
- Additional certifications required for the Expert tier, where applicable
- Available for 2 weeks of training in person on‑site at the Carlsbad, CA headquarters
Core Competencies
Demonstrates expert-level mastery of sector processes and escalation patterns while effectively coaching and guiding teammates in real‑time. Proficient in monitoring live queues, reallocating resources, and maintaining high customer service standards.
Highest-signal resume keywords
- Expert-Level Mastery Of Sector Processes
- Coaching And Guiding Teammates
- Monitoring Live Queues
- Identifying Process Gaps
- Customer Service Excellence
ATS Optimization Keywords
Hard Skills
- Escalation Management
- Process Evaluation
- Resource Allocation
- Performance Metrics Monitoring
- Complex Shipment Handling
Soft Skills
- Verbal Communication
- Written Communication
- Team Leadership
- Problem Solving
Certifications & Qualifications
- Expert Tier Certifications
Industry Keywords
- Operations Specialist
- Account Management
- Customer Service Standards
- Training Gaps
- Workload Balancing
Tools & Technologies
- Ticketing Platforms
- Live Dashboard Platforms
To View & Apply for jobs on this site that accept applications from your location or country, tap the button below to make a Search.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).
Search for further Jobs Here:
×