Customer Movement Specialist

The Customer Movement Specialist – VIP Operations is responsible for leading the coordination and execution of customer movement strategies for VIP and high-priority flights within daily operations. Embedded within the Global Control Center (GCC), this role serves as a key liaison between operational teams—including Dispatch, Maintenance Control, Ground Operations, and Crew Scheduling—to ensure seamless execution of flight movements and delivery of exceptional service for high-profile clients.

The Specialist provides real-time oversight, ensures proactive communication during irregular operations (IROP), and plays a critical role in safeguarding the company’s reputation with VIP and strategic accounts. This position contributes to operational resilience by driving cross-departmental coordination, developing enhanced communication frameworks, and supporting leadership in strategic event management and recovery efforts.

Responsibilities

• Performs the full scope of Operations Controller responsibilities
• Research and resolve any issues that are escalated from the Ops Controllers
• Responsible for acting as the Movement Manager in the event of their absence
• Serve as the operational point of contact for all VIP and high-visibility movements, ensuring full alignment across departments and leadership.
• Proactively monitor and manage VIP flight activities, identifying potential service risks and executing mitigation strategies in real time.
• Lead coordination of IROP response for VIP and strategic customer flights, including escalation management, recovery planning, and timeline execution.
• Develop and distribute internal communication briefs to leadership and customer-facing teams, ensuring clarity, timeliness, and accuracy.
• Provide data-driven insights on VIP movement trends, disruptions, and recovery outcomes to support performance analysis and continuous improvement.
• Maintain detailed documentation of customer impacts, recovery actions, and communication logs in accordance with internal standards and SLAs.
• Collaborate with Dispatch, Ground Operations, and Customer Service leadership to enhance communication flow and standard operating procedures (SOPs) for VIP movements.
• Participate in operational briefings and strategy sessions to represent customer impact considerations and advocate for proactive service solutions.
• Support training, mentoring, and knowledge sharing among specialists and cross-functional partners.
• Contribute to after-action reviews and continuous improvement initiatives related to VIP and high-priority operations.
  
  

Qualifications

• Bachelor’s Degree in Aviation, Transportation, Business, or equivalent related field.
• 5 years of progressive experience in airline operations, customer service management, dispatch, or control center environments.
• Demonstrated expertise in operational coordination and real-time decision-making in high-pressure or IROP conditions.
• Advanced communication and situational awareness skills; capable of managing sensitive, time-critical information for executive audiences.
• Strong analytical abilities with attention to detail in documentation, reporting, and operational tracking.
• Proficiency in operational systems, real-time tracking tools, and integrated communication platforms.
• Proven ability to work collaboratively across departments and influence outcomes without direct authority.
• Experience supporting VIP, corporate, or government accounts with high confidentiality requirements.
  
  

Preferred Qualifications

• Experience with Atlas Air operations or ACMI/charter airline environments.
• Exposure to global operations, executive travel logistics, or specialized charter coordination.
• Understanding of IROP management processes.
• Previous participation in cross-functional operational improvement or project-based initiatives.
  
  

Special Demands

• Shift work and weekend coverage required
• Willingness to work varied hours and holidays
  
  

Skills

• Ability to motivate and lead staff through a project from concept to completion in a fast paced time critical environment
• Ability to lead and work with interdepartmental teams
• Demonstrated ability to work in a team-based environment
• Must be able to perform multiple tasks and be able to complete difficult matrices to ensure all tasks are followed through from start to finish
• Excellent written, verbal and interpersonal communication skills
• Outstanding customer service skills
• Proficiency in Word, Excel, and Outlook, and PowerPoint
  
  

Salary Range: $60,500-$81,500

The Company is an Equal Opportunity Employer. It is our policy to afford equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, citizenship, place of birth, age, disability, protected veteran status, gender identity or any other characteristic or status protected by applicable in accordance with federal, state and local laws.

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