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Airspace is a tech-enabled freight forwarder specializing in time-critical logistics for mission-critical packages—organs for transplant, aircraft parts, semiconductors, and other high-value cargo. The company leverages AI and machine learning to coordinate logistics across a global network of drivers and airlines, serving customers who require faster, more transparent, and more secure delivery than traditional options.
As Agent Lead, you will own the agent partner relationship and network health across two of Airspace's four U.S. regions. This is a hands-on management role where you drive day-to-day operations, partner performance, and regional strategy execution.
Key responsibilities include:
**Agent Performance & Relationship Management**: Build and maintain strong relationships with agent partners across your two regions. Own agent scorecard management for every courier and agent partner, tracking quality, reliability, and coverage metrics. Monitor performance on an ongoing basis to identify partners falling out of alignment with Airspace's expectations before issues escalate.
**Onboarding & Credentialing**: Run the operational side of new agent partner onboarding, including credentialing, documentation, system setup, and setting initial performance expectations. Work directly with Procurement on contracts while you handle the operational execution.
**Partner Portal Adoption & Health Indicators**: Track Partner Portal adoption as a standing health indicator. Low or no usage often signals a partner who isn't fully invested—worth a direct conversation before it shows up as a performance problem.
**Performance Conversations & Escalation**: Have difficult conversations with underperforming partners about what needs to change, follow up on commitments, and partner with the Director of Network Operations and Procurement to decide next steps when partners aren't meeting standards.
**Regional Strategy Input**: Weigh in on regional strategy decisions alongside Regional Network Managers, such as whether agent capacity in a market is adequate or how new partnerships affect regional coverage.
**Data & Scorecard Application**: Apply and maintain a scorecard built on data and methodology provided by the Lead, US Network Strategy & Operations. Send field-level context back to keep the scorecard accurate over time.
You'll work closely with the Director of Network Operations, Procurement, Regional Network Managers, and the Lead, US Network Strategy & Operations. This role requires strong judgment, relationship-building skills, and the ability to balance operational execution with strategic thinking about network health.
