Controller, Station Operations Control and Recovery
Core
Executes real-time station coordination and customer recovery during irregular flight operations (delays, cancellations, diversions) for scheduled, charter, and repositioning flights.
Role type
Senior IC station operations controller
Builds
Safe, consistent, and customer-conscious support across scheduled service, public/private charters, DOD charters, and company repositioning flights
Domain
Aviation / Airline Operations
Required skills
Irregular operations management, customer recovery execution, vendor coordination, regulatory compliance (FAA/DOT/TSA), crisis communication, documentation, shift management, problem-solving, multitasking
Preferred skills
Airline OCC/station operations experience, IROP process familiarity, executive-level customer correspondence
Technologies
Microsoft Office, Allegiant systems
Responsibilities
Execute real-time station coordination and manage workload priorities during operational windows; Work all phases of irregular operations (assessment, coordination, facilitation, documentation) for various flight types; Serve as primary point of contact for stations during IROPs, ensuring accurate information flow; Execute customer recovery actions including compensation and service recovery coordination; Coordinate service recovery elements with outside vendors (hotels, transportation, F&B); Establish proactive communications with stations, regulatory agencies, and charter entities; Complete operational records, logs, and recovery documentation; Execute escalation discipline for unresolved issues; Act as first point of contact for ground emergencies and security scenarios; Coordinate positive contact between crew services and stations; Validate and reconcile expenses related to coordinated events; Provide on-the-spot guidance to station agents during active events.
Seniority
Mid-level, hands-on IC