Operations Agents

About the Role

Operations Agents are responsible for providing essential operational support and logistics to customer airlines, ensuring that all tasks related to crew, passengers, and flight schedules are carried out efficiently. This position includes coordinating crew logistics, handling paperwork, and driving vehicles to and from aircraft. The Operations Agent plays an important role in maintaining smooth, timely, and accurate flight operations. This is a non-exempt, hourly position, reporting directly to the Operations Manager.

Key Responsibilities

• Provides direct assistance to airline customers and crew members, ensuring their needs are met and that operational requirements are addressed.
• Coordinates crew movements with local hotels and transport companies, ensuring all logistics are properly arranged and updated in the system.
• Drives company vehicles to and from the aircraft to assist with operations and crew logistics.
• Monitors and ensures timely and accurate flight information is provided to staff, enabling appropriate manpower coverage.
• Clears paperwork at U.S. Customs and ensure all necessary procedures for crew and cargo are followed.
• Climbs aircraft stairs as required to support operational tasks.
• Assists with boarding and deplaning of passengers, ensuring efficient coordination and scheduling.
• Updates and maintains intranet and operational databases to ensure accurate and up-to-date information for customer airlines.
• Liaises with airline staff, providing timely and professional communication throughout the operations process.
• Maintains a professional demeanor when interacting with internal and external stakeholders to foster positive relationships.
• Operates a radio or pager to maintain communication with team members and supervisors.
• Maintains a clean and organized work area, ensuring it is presentable to customers and crew members.
• Performs other tasks as assigned by the Operations Manager to support overall company goals.

Requirements & Tech Stack

• Proficiency with Windows-based programs (e.g., Excel, Word).
• Valid driver’s license required.
• Must be able to hold and maintain a valid SIDA.
• Must pass a pre-employment drug screening.
• Must be able to obtain airport security clearance, including U.S. Customs clearance.
• Willingness to work varying schedules, including nights, weekends, and holidays.
• Ability to work in a fast-paced, high-stress environment.

Qualifications

• High school diploma or GED required.
• 0-2 years of experience in administrative, customer service, operations, or related fields.
• Must be at least 18 years old and able to obtain airport driving endorsement.
• Excellent written and verbal communication skills.
• Must be a U.S. citizen or provide proof of right to work in the U.S.
• Any clearance requirements for this position are established by the government contract.

Language Skills

• Ability to read, write, and speak English fluently.
• Ability to read and interpret safety rules, operational manuals, and documents, and effectively communicate with stakeholders.

Math Skills

• Basic arithmetic abilities to perform calculations for routine operations.

Problem-Solving Skills

• Capable of solving practical issues and making decisions based on sound judgment.

Desired Qualifications

• Prior airline operations experience or related work with customers.
• Aircraft Dispatcher Certificate or similar operational certifications.
• Familiarity with customs procedures and flight operations paperwork.

Physical Demands

• Ability to lift and move up to 50 pounds, with occasional assistance for heavier items.
• Regularly required to stand, walk, climb aircraft stairs, bend, stoop, and kneel.
• Must drive vehicles to and from aircraft as part of daily operations.
• Exposure to varying weather conditions and moderate-to-high noise levels, especially near aircraft (hearing protection is provided).
• Work performed in both indoor and outdoor environments, with exposure to various weather conditions.
• Noise levels can range from moderate to high, depending on aircraft activity.