Sr. Manager, Service Support - Dedicated Drivers

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, listed as one of CNBC’s Disruptor 50 companies, and featured as an Innovation and Disruption leader by CBS News. 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. 

What is the “Dedicated Driver” service?  Airspace partners with leading U.S. Medical Device companies to ensure life-saving equipment is transported safely and securely to hospitals in the local region. If a loved one suffers a serious injury, our Dedicated Drivers are the critical link between warehouses and hospitals, delivering essential surgical tools in real time. Their mission is clear: to equip surgeons with the critical tools for life-saving procedures—because every second counts when a patient is on the table.

Compensation: $115k + 10% bonus target (split 50/50 individual/company) 

About the job: As the Sr. Manager, Service Support - Dedicated Drivers, you will be responsible for directly managing all support functions for the Dedicated Driver program through active daily tasks monitoring, employee performance evaluations and ongoing driver support initiatives (including driver engagement, driver resources, feedback forums).

What you’ll do: 

• Partner with Director of Dedicated Drivers to set focus for and execute on Airspace’s Dedicated Driver support strategy 
• Lead, manage, and mentor the Dedicated Driver support teams 
• Develop core team’s performance and efficiencies through general support focused and individual KPI’s 
• Manage training and development for all support functions 
• Supervise daily operations and identify opportunities to optimize processes 
• Develop scalable business rhythms to monitor and analyze support metrics to (1) identify areas for improvement (2) address recurring issues (3) develop & implement solutions 
• Manage daily financial processing tasks 
• Partner with Revenue, Product, Ops, and Finance to define and improve the Dedicated Driver support experience 

What we’re looking for:

• 5+ years of experience in team management 
• Proven ability to develop & implement support based initiatives 
• Ability to partner with cross-functional team to drive positive outcomes in service 
• Experience working in an environment where work activities require rigorous process adherence
• Ability to develop teams and people to achieve their full potential
• Strong communication skills (both verbal and written) 
• Detail-oriented and excels at active listening 
• Time-management skills and multitasking ability 
• Tech-driven, experience with software support 
• Deep understanding of time-critical logistics, Business Operations, and process improvement (preferred but not required) 
• Humble, positive service-based leader

Core Values: