Lead Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the agent partner relationship across two of Airspace’s four U.S. regions.

• Facilitate the onboarding process for new agent partners, which includes operational onboarding, credentialing, documentation, system setup, and setting initial performance expectations.

• Conduct ongoing performance discussions with agents and maintain partner scorecards for both regions.

• Oversee partner quality, reliability, coverage, and the adoption of the Partner Portal.

• Recognize underperforming partners, lead performance evaluations, establish improvement expectations, and ensure follow-up.

• Collaborate with the Director of Network Operations and Procurement regarding next steps and decisions on deactivations.

• Manage the agent case queue in Salesforce, triage and direct escalations, and keep thorough documentation.

• Work closely with Regional Network Managers, Network Strategy & Operations, Procurement, Network Solutions, Driver Trainers, and Network Quality & Compliance.

• Assist with audit documentation and compliance reviews.

• Coordinate on agent trends and systemic issues across the regions.

⛳️ Requirements

• A minimum of 2+ years of experience in vendor/partner management, network operations, or account management; experience in logistics, transportation, or a gig/contractor network environment is highly preferred.

• Proven experience in leading direct and sometimes challenging performance conversations, including making decisions to terminate a partnership when standards are not met.

• Familiarity with applying and managing a partner or vendor scorecard process; comfortable working with analytics created by others rather than developing them personally.

• Ability to manage two concurrent regional relationships with sufficient depth to go beyond basic oversight.

• Strong documentation skills; capable of managing a case queue in Salesforce or a similar CRM.

• Effective and direct communicator; comfortable managing a performance discussion from start to finish, and working with the Director and Procurement on deactivation decisions, while keeping Regional Network Managers adequately informed.

• Excellent relationship management abilities.

• Comfortable operating with a level of autonomy that exceeds that of a coordinator-level position.

• Willingness to travel occasionally to strengthen relationships with agent partners and Regional Network Managers — estimated to be less than 20% of the time.

• Bachelor’s degree in a relevant field, or equivalent practical experience.

• Preference for candidates located in the Mountain Time zone or Pacific Time zone.

🏝️ Benefits

• Access to high-quality health, dental, and vision plan options.

• Open PTO policy.

• 401K plan with company match.