SOC Duty Manager

21 AIR LLC • Miami, FL

3d

About The Position

The SOC Duty Manager oversees daily activities within the System Operations Control (SOC) Center and provides customers with real-time updates on flight operations and delay events. The role provides operational leadership and commercial support through cross-department communication, coordination, and operational decision-making.

The position requires accurate, timely intake, interpretation, and dissemination of information across the organization and to customers. The SOC Duty Manager is expected to demonstrate accountability, proactive follow-through, pride in execution, and a strong service mindset. The role may require travel to support operational activities.

Requirements

• Exceptional customer service and problem-solving skills.
• Strong communication, critical-thinking, organizational, and leadership skills.
• Ability to work under pressure and adapt in a dynamic operational environment.
• At least 2 years of leadership or supervisory experience.
• At least 5 years of aviation experience; the posting specifies 5–8 years.
• English fluency required.

Nice To Haves

• Cargo aviation experience preferred.
• Spanish fluency is a plus.

Responsibilities

• Provide real-time oversight of daily operations and departments within SOC during assigned shifts.
• Manage Flight Followers and SOC Coordinators, with dotted-line oversight of MOC, Maintenance Procurement, and Crew Scheduling.
• Make operational decisions during irregular operations.
• Coordinate Flight Followers, Maintenance Control, Crew Scheduling, and Outsations during disruptions.
• Serve as management’s and customers’ point of contact for operational irregularities.
• Communicate proactively and regularly with DHL, Amazon, Cargojet, and other customers about delays, cancellations, or diversions.
• Escalate significant issues to the Director of SOC and Director of Operations as appropriate.
• Track on-time performance and service-level agreement compliance in real time.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed