Airport Operations Center Agent

Summary

The Airport Operations Center (AOC) Agent serves as a critical communications and coordination point for airport operations, ensuring safe, secure, and efficient airport operations. The role receives and documents operational calls, monitors airport systems, and facilitates timely communication between internal departments and external stakeholders.

• Receive, prioritize, and document incoming calls related to airport operations, maintenance, security, emergencies, irregular operations (IROPS), and general inquiries.
• Accurately enter incidents, work orders, and notifications into Computer Aided Dispatch (CAD) and other incident tracking systems.
• Dispatch and coordinate appropriate airport personnel and departments based on the nature and urgency of calls.
• Monitor critical airport systems, including safety and security systems, access control, video management, radio communications, emergency notification systems, flight information systems, weather and lightning detection, and other operational platforms.
• Identify, assess, and escalate alarms, system anomalies, and operational issues in real time.
• Maintain continuous communication with Airport Operations, Maintenance, Security, Emergency Services, and external partners to support day‑to‑day and emergency operations.
• Assist with coordination of irregular operations, aircraft diversions, gate changes, and emergency response activities.
• Provide situational awareness by gathering information, identifying hazards, and supporting timely, effective decision‑making.
• Maintain accurate logs and records of calls, incidents, and system activity, and prepare shift summaries and reports for management review.
• Support after‑action reviews by providing detailed and accurate incident documentation.

High school diploma or equivalent and four (4) years of relevant experience; or a two‑year college degree and two (2) years of relevant experience.

• Associate’s degree or college coursework in aviation, emergency management, communications, or a related field.
• Experience in airport operations, airport management, communications, dispatch, or an operations or communications center environment (aviation or public safety preferred).
• Experience receiving, prioritizing, and dispatching calls in a fast‑paced, 24/7 operational setting.
• Familiarity with Computer Aided Dispatch (CAD) systems and incident tracking software.
• Ability to accurately document incidents, maintain logs, and prepare shift reports.
• Strong communication and customer‑service skills, including the ability to remain calm and professional under pressure.
• Ability to quickly learn and operate multiple computer systems and monitoring tools.
• Valid driver’s license and ability to obtain a North Carolina driver’s license as required by City policy.

• Strong situational awareness, attention to detail, and ability to multitask under pressure.
• Effective verbal, written, and radio communication skills.
• Ability to work independently and in a team.
• Professionalism and discretion when handling sensitive information.
• Knowledge of airport operations, emergency response, public safety communications, and relevant regulations (14 CFR Part 139, 49 CFR Part 1542).
• Familiarity with incident management (ICS/NIMS) and airport systems.
• Ability to remain calm in emergencies and make sound decisions quickly.

Sedentary work with periods of sitting or standing; occasional lifting.

Operations center environment with low light and frequent interruptions. Must operate computers, radios, telephones, and other monitoring equipment.

• Must work rotating shifts, including nights, weekends, holidays, overtime, and emergency call‑backs.
• Shifts assigned via seniority‑based bid process; schedules may change.
• Essential position subject to mandatory holdover during emergencies.
• Valid driver’s license required; ability to obtain required airport access credentials.

The City of Charlotte provides a comprehensive benefits package to eligible employees. The City is a drug and alcohol‑free workplace.

The City of Charlotte is an equal‑opportunity employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation, or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. The City of Charlotte is committed to making its services and programs accessible to all. Upon request, auxiliary aids and written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please call .