Customer Movement Specialist

Overview

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.

• 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.

• 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…