Job Description

Own the Judgment Calls That Keep Orders Moving

Every shipment eventually hits a moment that isn't in the SOP — a failed carrier connection, an oversized load with no obvious coverage, a customer who needs a straight answer under pressure. As an Operations Specialist II, you're the person who resolves that moment without waiting for someone else to tell you how.

You've mastered the OS I fundamentals and are now trusted to act on incomplete information, source coverage other people can't, and de-escalate situations independently. This is where reactive execution starts becoming proactive ownership.

What You'll Do

Must be able to perform all responsibilities included in the Operations Specialist I job description, in addition to the following:

Resolve What Doesn't Fit the Standard Playbook

• Independently start carrier traces for failed-to-load or unable-to-locate shipments
• Source driver coverage for any segment of an order, including oversized shipments
• Use bid/quote request tools to source specialized vehicles and provide cost estimates to customers
• Apply training and tenured knowledge to anticipate complications and proactively solve for them

Exercise Independent Judgment

• De-escalate most situations without assistance
• Know when to escalate an order versus independently resolving it using available resources
• Understand the downstream impact of decisions made within an order

Communicate Proactively and Strengthen the Platform

• Communicate proactively — not just reactively — with customers, drivers, and agents at every step of the shipment process
• Maintain any certifications required for your assigned sector and stay current on related compliance requirements
• Identify and suggest system features or workflow improvements that would help Operations

Maintain a Balanced Level of Performance

As an OS II, you'll be expected to meet minimum metric requirements and customer service standards appropriate for this level. Specific metrics vary by sector and will be communicated by your direct reporting supervisor. Expectations increase with each advancement.

Requirements

• Demonstrated success as an Operations Specialist I, or equivalent time-critical logistics / customer operations experience
• Proven ability to make sound decisions with incomplete information and under time pressure
• Track record of de-escalating difficult customer or operational situations without needing to hand it off
• Comfort sourcing non-standard solutions (specialized vehicles, oversized loads) rather than defaulting to escalation
• Any certifications required for your assigned sector (e.g., Dangerous Goods handling, where applicable), or willingness to obtain them
• Continued availability to work the shift pattern required by your team
• Available for 2 weeks of training in person on-site in our Carlsbad, CA headquarters

Advancement to Operations Specialist III

To advance to OS III, you'll need to demonstrate all of the following:

• Minimum of 6-12 months in the OS II role
• Consistently meeting or exceeding OS II performance standards, tracked through ongoing 1:1 check-ins and confirmed across two consecutive Semi-Annual Reviews (SARs)
• Demonstrated advanced problem-solving proficiency — independently resolving escalations rather than routing them upward
• Working understanding of margin and cost tradeoffs as they relate to order decisions
• Manager recommendation, confirming readiness to operate as an escalation point for the team

Compensation

• Hourly pay range: $23-26/hr
• High-quality health, vision, and dental care plan options
• 401K company contribution program
• Professional learning and training reimbursements