Controller, Station Operations Control and Recovery

Allegiant•Las Vegas, NV

2d•Onsite

About The Position

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 escalate to the Supervisor in accordance with SOCR escalation standards.

Requirements

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.
High School Diploma/GED
Minimum one (1) year of airline industry experience in an operational setting.
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 andటువంటి 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.

Nice To Haves

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.

Responsibilities

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 maintains alternate procedures for ground network operations, including deicing and fuel, ensuring compliance with applicable regulatory and company requirements.
Establishes and maintains proactive communications via email and phone with stations, operational departments, regulatory agencies, and charter-related entities throughout the operational window.
Completes operational records, communication logs, trackers, recovery documentation, and shift handoff notes accurately and in a timely manner to support operational continuity, post-event review, and audit readiness.
Executes escalation discipline per the SOCR escalation chain, routing unresolved station issues, compliance concerns, and developing situations to the SOCR Supervisor in accordance with established thresholds.
Acts as the first point of contact for ground emergency procedures, initiating appropriate notifications and escalations in accordance with SOCR and company protocols.
Serves as the initial point of contact and information liaison for Threat, Reasonable Suspicion, and Post-Accident scenarios; initiates and executes the applicable departmental checklist for each event type and escalates notifications to the SOCR Supervisor and appropriate operational and compliance partners in accordance with established protocols.
Coordinates Positive Contact between Crew Services, stations, and crew members per Flight Operations and Inflight contractual requirements.
Coordinates, facilitates, and distributes international requirements for international aircraft movements for induction and/or heavy maintenance repositions.
Validates and reconciles expenses related to coordinated events, supporting SOCR cost control and recovery spend accountability.
Provides on-the-spot guidance and process reinforcement to station agents during active events, advising on policy, procedures, and recovery actions.
Communicates developing situations, station constraints, and customer impact proactively and timely to the SOCR Supervisor and other designated leadership.
Supports compliance with all applicable FAA, DOT, and TSA directives, security requirements, and company policies and procedures.
Liaises with IT to ensure Allegiant system bugs and issues affecting SOCR desk functions are communicated and tracked.
Performs other duties as assigned.