Agent Lead

Job description

### **Company Introduction:** [Airspace](http://airspace.com) is a tech-enabled freight forwarder that’s redefining how the world’s most critical packages are delivered. Headquartered in Carlsbad, California, Airspace has employees who are based around the world. Our European headquarters is in Amsterdam, The Netherlands. As a recognized leader in AI and machine learning, our team leverages data and patented technology to coordinate logistics across a global network of drivers and airlines. Our goal is to deliver those packages that are truly mission-critical in a way that is faster, more transparent, more secure, and more accountable than ever before. The items we deliver range from organs for transplant, to parts for critical machinery including grounded aircraft and highly sensitive components such as semiconductors. Airspace has been rated one of [America’s best Startup Employers](https://www.forbes.com/lists/americas-best-startup-employers/?sh=430441b22ad7) and listed as one of [CNBC’s Disruptor 50](https://www.cnbc.com/2022/05/17/airspace-disruptor-50.html) companies. Airspace has the support of leading investors such as Telstra Ventures, HarbourVest Partners, Defy Partners, DBL Partners, and Scale Ventures. To date the company has [raised more than $140m.](https://www.cnbc.com/2022/05/25/early-tesla-investor-leads-70-million-investment-in-airspace.html) The company is growing rapidly and serving more places around the world than ever before. We are looking for passionate, motivated individuals who want to make an IMPACT every day to help us execute on our mission of reshaping the world of time-critical logistics. ### **Own the Agent Network Across Your Regions** You own the agent partner relationship across two of Airspace’s four U.S. regions. That includes onboarding new agent partners, running ongoing performance conversations, maintaining the scorecard, and partnering with the Director, Network Operations, and Procurement to decide next steps when a partner isn’t meeting standard. The Regional Network Managers in your two regions own their region’s overall health and weigh in on judgment calls that affect regional strategy, things like whether agent capacity in a market is adequate, or whether a new agent partnership changes how a region is covered. The day-to-day agent relationship is yours to run. Onboarding runs through you and Procurement directly. You handle the operational side, credentialing, documentation, system setup, and setting initial performance expectations, while Procurement manages the contract. The scorecard itself is built and maintained by the Lead, US Network Strategy & Operations: you apply it on a regular review cadence across both of your regions, use it to decide which partners need a closer look, and send field-level context back so it stays accurate over time. Contract rates are not part of this role. In practice, this means you’re the one who notices a partner’s numbers slipping before it becomes a service problem, has the conversation about what needs to change, and follows up to see whether it does. When it doesn’t, you partner with the Director, Network Operations, and Procurement to decide next steps, and let the relevant RNM know once it’s resolved. ### ### **What You’ll Do** **Agent Performance** - Build and maintain relationships with agent partners across your two regions, staying close enough to the day to day that you know how each partner is actually performing - Own agent scorecard management for every courier and agent partner across your two regions — quality, reliability, and coverage — applying and maintaining a scorecard built on the data and methodology the Lead, US Network Strategy & Operations provides - Track Partner Portal adoption for every agent partner in your two regions as a standing indicator of partnership health, not just a line item on the scorecard — low or no usage is often the earliest sign of a partner who isn’t fully invested, and worth a direct conversation before it shows up as a performance problem elsewhere - Monitor performance on an ongoing basis, identifying partners whose performance is falling out of alignment with Airspace’s expectations before it becomes a bigger problem - Own and lead performance review conversations with agent partners, using scorecard data and case history to make the case clearly and set expectations for improvement - Partner with the Director, Network Operations, and Procurement to decide next steps when an agent partner is not meeting standard after a fair review, keeping the relevant Regional NM informed given their accountability for the region’s overall health **Onboarding and Case Management** - Own agent onboarding in partnership with Procurement — you handle the operational onboarding, Procurement handles the contract - Manage the agent case queue in Salesforce for your two regions, triaging and routing escalations and maintaining accurate documentation **Partner Across the Network Organization** - Work closely with the two Regional Network Managers in your area — keeping them informed on agent performance and deactivation outcomes in their geography, and partnering with them on judgment calls that affect regional strategy - Work closely with the Lead, US Network Strategy & Operations as your primary data partner on the agent scorecard — receiving analysis and methodology, and providing ground-truth field context back - Partner with Procurement, and with the Director, Network Operations, on the commercial, contractual, and next-step decisions for a performance issue or deactivation — this is a situational partnership tied to service quality, not a standing rate-setting responsibility. Onboarding, by contrast, is a standing partnership with Procurement, not a one-off - Coordinate with the Director, Network Operations, and with the other Agent Lead, on agent trends or systemic issues that show up across more than one region - Partner with the Director, US Network Solutions when strategic account work or new capability development touches agent partners in your regions — providing operational context on existing agent capacity and standards, and handling onboarding once a new agent partnership is stood up - Partner with the Driver Trainers to ensure training modules are being appropriately actioned by agent partners in your regions, flagging completion gaps or engagement issues - Support Network Quality & Compliance with agent-related audit documentation and compliance reviews as needed ### **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 — this role trades breadth for depth compared to a fully centralized model - 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 — you can build trust with two Regional NMs who may have different working styles and regional context, as well as with the Network Strategy & Operations Lead - Comfortable operating with a level of autonomy above a coordinator-level role, given the narrower, higher-touch scope of two regions rather than four - Willingness to travel periodically to build relationships with agent partners and Regional Network Managers — 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 ### **Success Metrics** **2026** Agent scorecards are current and consistently applied across both of your regions, built on a strong working relationship with the Network Strategy & Operations Lead. Both Regional NMs have clear visibility into agent performance in their geography and know you own the performance conversations and drive deactivation decisions in partnership with the Director and Procurement. Partner Portal adoption is being tracked consistently as part of the scorecard. Performance conversations are happening proactively, not just when an agent partner is already failing. The case queue is current with no aging escalations. Critically, neither Regional NM has personally run an agent performance conversation or made an agent deactivation call. **2027** The scorecard — sharpened over time by the ongoing partnership between this role and the Network Strategy & Operations Lead — has become the standard reference point your two Regional NMs use in agent-related decisions. There is measurable improvement in agent scorecard compliance and Partner Portal adoption across both regions. The two-Agent-Lead model has demonstrated that agent performance conversations and deactivation decisions can run consistently and well without ever landing on a Regional NM’s desk, and without collapsing back into a single centralized seat. ### **Your First 90 Days** Build relationships with both Regional Network Managers in your area and with the Lead, US Network Strategy & Operations. Get fluent in the current agent portfolio, scorecard state, and active cases across both of your regions. Establish a consistent scorecard review cadence and identify where performance conversations are already overdue. Understand how and when to loop in Procurement, and build enough of a relationship there that it’s easy to do when the need arises. ### **Your First 180 Days** The scorecard process is running consistently across both of your regions, with each Regional NM engaged in regular check-ins rather than hands-on performance work. The case queue is clean and current. Both Regional NMs see you as the person who owns agent performance conversations and drives deactivation decisions, in partnership with the Director and Procurement, in their geography, the partnership with the Network Strategy & Operations Lead is running smoothly in both directions, and Procurement knows who you are when a performance issue needs their input. ### **Compensation** - Hourly pay range: $22-$26/hr - High-quality health, dental, and vision plan options - Open PTO - 401K with company match ### **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. **Airspace is proud** to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Additionally, Airspace participates in the E-Verify program for all locations. **A friendly reminder:** Airspace will only contact candidates from an **@airspace.com** email, a no-reply notification from **no-reply@us.greenhouse-mail.io**, or a verified **LinkedIn profile.** We never request fees or sensitive personal/financial information during recruiting. If something seems suspicious or feels off, please reach out to us at [**recruiting@airspace.com**](mailto:recruiting@airspace.com) before responding. *For this role the acquisition of recruitment agencies is not appreciated, thank you for your understanding.*