SOC Duty Manager

21 Air • Miami, FL

1d

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. It requires accurate intake, interpretation, and dissemination of information across the organization and to customers under time pressure, along with accountability, proactive follow-through, and a strong service mindset.

The position may require travel as needed to support operational activities. Overtime is required based on operational needs. The role involves light physical work and the ability to sit or stand for extended periods.

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 5–8 years of aviation experience.
• English fluency.
• Ability to exert up to 25 pounds of force occasionally, up to 10 pounds frequently, or a negligible amount constantly to move objects.
• Ability to sit or stand for extended periods.
• Ability to work overtime based on operational needs.
• Ability to travel as needed to support operational activities.

Nice To Haves

• Cargo aviation experience.
• Spanish fluency.

Responsibilities

• Provide real-time oversight of daily operations and departments within the SOC during assigned shifts.
• Manage Flight Followers and SOC Coordinators, with dotted-line oversight to 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.
• Proactively and constantly communicate delays, cancellations, and diversions to DHL, Amazon, Cargojet, and other customers.
• 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