About the Role:
The Operations Specialist Commercial Aviation is a key front-line role responsible for delivering exceptional trip support services to UAS clients and aircraft operators. Acting as a primary point of contact, the Operations Specialist manages the full operational lifecycle of each trip, from initial client request through flight execution and post-operation follow-up.
This role demands proactive planning, strong attention to detail, and the ability to resolve issues in real time while coordinating seamlessly with internal teams and a global network of vendors. The Operations Specialist ensures that all operations are executed safely, efficiently, and in full compliance with international aviation regulations.
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 permits, 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 required and in line with company policies.
- Prepare and provide detailed handovers for the next shift, as coordinated by SOM/QCM/SOS.
- Provide careful flight watch of every client's operation. 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 for the client, in liaison with Flight Planning when applicable.
- At all times, carefully and efficiently plan and process client requests in accordance with statutory requirements and company policy as defined in the SOP Manual and associated guidance material. Accounts rely on clear and concise flight records to correctly bill the client.
- Coordinating with CAAs, Agents, Handlers, FBOs and associated third party vendors to follow up on specific requests, ensuring attention to detail throughout the process.
- Communicate clearly, politely, and promptly with all internal and external stakeholders involved in the overall process.
- Use company systems and references at all times, so as to capture the 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.
Qualifications:
- Minimum of 3 years of hands-on experience in Trip Support Operations within business aviation.
- 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.
- Skilled in using aviation support software and internal CRM/ops platforms to document 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 organized with a demonstrated ability to multi-task across multiple time zones and shifts.
- Committed to maintaining accurate flight records and ensuring clear handovers to support internal billing and shift continuity.
Required Skills:
- Client Focus: Proactively anticipates needs and delivers tailored solutions to ensure client satisfaction.
- Trip Coordination: Expert in managing end-to-end trip support, including permits, slots, fuel, and ground handling.
- Regulatory Compliance: Strong understanding of international aviation rules and permit requirements.
- Flight Monitoring: Maintains live situational awareness to manage real-time changes and disruptions.
- Vendor Management: Selects and coordinates with vendors to ensure quality, compliance, and efficiency.
- Clear Communication: Engages effectively with clients, vendors, and internal teams to ensure alignment.
- Crisis Response: Handles operational challenges calmly, resolving issues quickly and professionally.
- Detail Orientation: Ensures accuracy in documentation, service confirmations, and shift handovers.
- System Proficiency: Skilled in aviation systems, planning tools, and internal operational platforms.
- Time & Task Management: Manages multiple global operations efficiently across shifting time zones.
