Operations Specialist

Role Overview: Provide first-line operational support to UAS clients and aircraft operators by managing initial service requests, coordinating follow-ups, and ensuring the timely delivery of all required services to support seamless operations and encourage repeat business.

Key Responsibilities:

• Receive and acknowledge new requests; and prepare new trip files ensuring necessary information has been received.
• Liaise with Flight Planning as required to define planned routing; verify and plot the route using in-house software.
• Prepare and transmit permit, PPR, slot requests, ground handling and fuel requests and deal with all vendors in support of your client’s operation.
• Ensure that agents and vendors selected are correct for the tasks for required and in line with company policies.
• Prepare and provide detailed handovers for the next shift, as coordinated by the SOM/QCM/SOS.
• Provide careful flight watch of every client operation. The tracking of flights on a live basis is as important as getting the planning stage correct.
• Provide regular status and progress updates to clients in relation to the confirmations and approvals of their required services.
• Provide a clear and comprehensive final flight briefing document to the client, in liaison with flight planning when applicable.
• Consistently plan and process client requests accurately and efficiently in full compliance with statutory requirements and company policies, as outlined in the SOP Manual and associated guidelines.
• Ensure flight records are clear, accurate, and complete to support correct and timely client billing.
• Coordinating with CAAs, Agents, Handlers, FBOs and associated third party vendors to follow up specific requests, ensuring attention to detail throughout the process.
• Communicate clearly, professionally, and promptly with all internal and external stakeholders involved throughout the process.
• Use company systems and references at all times, so as to capture latest information and maximize efficiency.
• Answer all inquiries from clients relating to operational feasibility requirements.
• Support clients, offer them alternatives when their requests cannot be facilitated. Exhaust all options in meeting a client’s expectations.

Skills and Qualifications:

• Minimum three years’ hands-on experience in business aviation Trip Support Operations is required.
• Proven track record in coordinating international flight operations, including permits, slots, PPRs, ground handling, and fuel arrangements across multiple regions.
• Strong understanding of international aviation regulations, statutory requirements, and compliance standards related to overflight/landing permits and airport operations.
• Familiarity with coordination protocols with CAAs, FBOs, agents, and third-party vendors, ensuring seamless communication and service delivery.
• Proficient in utilizing aviation support software and internal CRM/Operations Platforms to accurately document, manage, and process trip data efficiently.
• Good communication and interpersonal skills, with the ability to handle high-pressure situations, problem-solve in real time, and provide client-centric solutions.
• Detail-oriented and highly organized, with a demonstrated ability to manage multiple tasks effectively across different time zones and shift schedules.
• Committed to maintaining accurate flight records and ensuring clear handovers to support internal billing and shift continuity.