Controller, Station Operations Control and Recovery

The Controller, Station Operations Control and Recovery executes real-time SOCR operations at the desk, serving as the primary point of contact for station coordination, irregular operations management, and customer recovery execution during day‑of operations. The Controller works the full lifecycle of irregular operations—from assessment through resolution—while maintaining accurate records, executing recovery standards, and communicating timely and accurate information to stations, vendors, and SOCR leadership.

This role operates under the direction of the SOCR Supervisor and is responsible for ensuring SOCR functions deliver safe, consistent, effective, and customer‑conscious support across scheduled service, public and private charters, DOD charters, and company repositioning flights. The Controller is expected to apply sound judgment, maintain desk discipline, and elevate to the Supervisor in accordance with SOCR escalation standards.

No

• Combination of Education and Experience will be considered. Must be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a Criminal Background Check.
• Education:
• High School Diploma/GED
• Education Details:
• N/A
• Certification:
• No
• Certification Details:
• N/A
• Years of
  
  Experience:
• Minimum one (1) year of airline industry experience in an operational setting.
• Credit Check:
• No
• Valid/Unexpired Passport Book:
• No
• Valid/Unexpired Driver's License:
• No
• Ability and willingness to work varied shifts, including evenings, weekends, and holidays, and the ability to stay late for delayed flights or irregular operations in a 24/7 environment.
• Ability to attend and successfully complete required training.
• Ability to read, write, and speak English in order to receive and understand instructions and directives, ensure safety, and interact with customers.
• High level of proficiency in Microsoft Office.
• Ability to work in a fast‑paced and potentially high‑stress environment.
• Extensive problem‑solving capabilities when working with irregular flight operations.
• Excellent written and oral communication skills, with a proven ability to develop customer correspondence at an executive level.
• High level of organization, with multitasking ability and the ability to work through stressful situations.
• Team‑building skills with an orientation toward positive contributions.

• Bachelor’s degree preferred but not required.
• Prior experience in an OCC, station operations, or airline operations control environment.
• Familiarity with airline IROP processes, vendor coordination, and customer recovery procedures.
• Knowledge of FAA, DOT, and TSA regulations applicable to ground and station operations.

• Executes real-time station coordination at the desk during the operational window, maintaining situational awareness, managing workload priorities, and applying SOCR procedures and standards in accordance with Supervisor direction.
• Works all phases of irregular operations—assessment, coordination, facilitation, and documentation—for scheduled service, public and private charters, DOD charters, and company repositioning flights.
• Serves as the primary point of contact for stations during IROPs, delays, cancellations, diversions, and turn recovery, ensuring timely and accurate information flow between stations, vendors, and SOCR leadership.
• Executes customer recovery actions, including compensation issuance, service recovery coordination, and station handling, in accordance with established SOCR recovery standards and Supervisor direction.
• Coordinates all service recovery elements with outside vendors, including ad hoc charters, hotels, transportation companies, and food and beverage outlets.
• Executes, approves, and…