Agent Lead

Company Introduction: Airspace 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 and listed as one of  CNBC’s Disruptor 50 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.  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 D