Customer Movement Specialist
About The Position
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.
Requirements
- 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.
- 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 and be able to complete difficult matrices to ensure all tasks are followed through from start to finish
- Excellent written, verbal and interpersonal communication skills
- Outstanding customer service skills
- Proficiency in Word, Excel, and Outlook, and PowerPoint
Nice To Haves
- 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.
Responsibilities
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
