Operations Specialist - General Aviation

Role Overview

The Operations Specialist is a vital front-line role dedicated to delivering exceptional trip support services to UAS clients and aircraft operators. Acting as the main contact, this position manages the entire operational process, from initiation through flight follow-up and post-operation assistance. The role demands proactive organization, immediate problem resolution, and effective communication with internal teams and worldwide vendors to guarantee flawless, safe, and regulation-compliant trips. Excellence in service and operations directly contribute to client satisfaction and the enhancement of UAS's international standing.

Key Responsibilities

• Acknowledge and process new trip requests, ensuring all required information is obtained and trip files are ready.
• Coordinate with Flight Planning to determine and verify planned routes using company software.
• Organize and send applications for permits, PPRs, slots, ground handling, and fuel requirements while liaising with all relevant vendors in support of operations.
• Ensure selected agents and vendors fit the tasks and comply with company policies.
• Deliver comprehensive shift handovers as coordinated by supervisory staff.
• Maintain vigilant, real-time flight monitoring to assure execution accuracy as planned.
• Regularly update clients on the status and approval of their service requests.
• Provide detailed final Flight Briefing documents to clients, in cooperation with Flight Planning when needed.
• Process client requests efficiently, adhering strictly to statutory requirements and company SOP guidelines to support accurate billing.
• Coordinate with Civil Aviation Authorities, agents, handlers, Fixed Base Operators, and third-party vendors to follow up on special requests with thorough attention to detail.
• Maintain clear, polite, and prompt communication with internal and external parties involved in operations.
• Consistently use internal systems and references for updated information and maximized efficiency.
• Respond to client inquiries regarding operational feasibility and offer alternative solutions if requests cannot be met, exploring all options to satisfy client expectations.

Required Qualifications

• At least 3 years of direct experience in Trip Support Operations within business aviation.
• Fluent English speaker, preferably with an American accent.
• Proven success in managing international flight coordination, including acquiring permits, slots, PPRs, ground handling, and fuel services across various geographic areas.
• Strong knowledge of global aviation regulations, statutory rules, and compliance requirements concerning overflight and landing permits as well as airport procedures.
• Experienced in working with Civil Aviation Authorities, Fixed Base Operators, agents, and external vendors to ensure smooth communication and operations.
• Proficiency in using aviation support software along with internal CRM and operational platforms for trip data management.
• Excellent communication and interpersonal skills suited to high-pressure environments, capable of swift problem-solving and offering client-focused solutions.
• Detail-oriented and highly organized, with the capacity to manage multiple concurrent tasks across various time zones and shifts.
• Dedicated to keeping precise flight records and ensuring smooth handoffs for billing and shift continuity.

Key Competencies

• Strong client focus, anticipating demands and providing customized services to maintain satisfaction.
• Expertise in comprehensive trip coordination, handling permits, slots, fueling, and ground services.
• In-depth understanding of international aviation regulation and permit processes.
• Continuous real-time flight monitoring to manage operational changes proactively.
• Effective vendor selection and management ensuring quality and compliance.
• Excellent communication skills for clear and timely interactions with clients, vendors, and teammates.
• Crisis management skills with calm and efficient resolution of operational challenges.
• Attention to detail to guarantee accuracy in documentation, confirmations, and shift transitions.
• Competence in aviation and operational systems and planning tools.
• Strong time and task management to efficiently handle global operations across different time zones.