Air Operations Agent - Control Tower

Support the Control Tower for global customers, ensuring reliable day-to-day airfreight execution, strong operational performance, and a consistent customer experience. The role is responsible for shipment monitoring, milestone management, operational coordination, KPI adherence, proactive exception management, and timely communication with internal teams and customer stakeholders.

The Air Operations Agent - Control Tower acts as a central operational point of coordination, working closely with origin and destination operations, gateways, service providers, and other stakeholders to ensure shipments move according to agreed processes and customer requirements.

As an Air Operations Agent - Control Tower, you will:

• Manage and monitor assigned airfreight shipments from origin through delivery, ensuring operational requirements and customer expectations are met.
• Coordinate daily shipment execution with origin and destination teams, gateways, carriers, warehouses, trucking providers, and other operational stakeholders.
• Monitor shipment milestones and ensure required updates are completed accurately and within established timelines.
• Proactively identify shipment delays, service risks, missing milestones, or other operational exceptions and coordinate appropriate follow-up.
• Provide timely and accurate shipment updates to customers and internal stakeholders.
• Escalate operational issues when necessary and support timely resolution of shipment exceptions.
• Ensure adherence to IOPs, SOPs, customer-specific requirements, and global operational standards.
• Monitor operational KPIs and support actions to address performance gaps.
• Assist with root-cause analysis of recurring operational issues and support implementation of corrective and preventive actions.
• Maintain accurate shipment and operational data within relevant systems.
• Coordinate with Control Tower and operational teams to ensure clear ownership and follow-up of open actions.
• Support reporting and performance reviews by providing accurate operational information and insights.
• Identify opportunities to improve processes, shipment visibility, data quality, and overall operational reliability.
• Maintain a strong focus on customer experience through proactive communication, ownership, and effective problem solving.

You are a structured and customer-focused operations professional who is comfortable working in a fast-paced airfreight environment. You take ownership of your responsibilities, communicate proactively, and work effectively across multiple teams to ensure shipments are executed according to customer and operational requirements.

You are comfortable managing priorities, identifying potential issues before they become larger problems, and following actions through to resolution.

Furthermore, you:

• Have experience within airfreight, logistics, freight forwarding, supply chain, or customer operations.
• Have a good understanding of air import and/or export operational processes.
• Have experience coordinating shipments across multiple operational teams and service providers.
• Demonstrate strong ownership and attention to detail.
• Have strong communication and customer service skills.
• Are comfortable working with shipment milestones, KPIs, operational reporting, and performance expectations.
• Are able to identify operational exceptions and coordinate appropriate follow-up or escalation.
• Are comfortable working in transportation management and freight forwarding systems. Experience with CargoWise or similar platforms is an advantage.
• Bring a proactive, solution-oriented, and continuous improvement mindset.
• Experience with root-cause analysis and structured problem solving is an advantage.
• Are able to manage multiple priorities in a time-sensitive operational environment.
• Are fluent in English, both written and spoken.

Pay Range: $75,700 - $96,800

*The stated pay range is the anticipated starting salary and may be adjusted based on market conditions, experience, and location. Final compensation will be discussed directly with the selected candidate(s) in compliance with all applicable laws.

Benefits

Full time employees are eligible for Health Insurance, Paid Time Off, and 401k Match.

Notice to applicants applying to positions in the United States:

You must be authorized to work for any employer in the U.S.

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