Flight Operations Team Lead

Location

USA, Castle Rock, CO (Office only)

The Flight Operations Manager expects to take the 20 and figure out the 80, exercise situational awareness and understand the chain of command as you represent others before representing yourself.

Be output-oriented, know when to yield and when not to yield, have a relentless willingness to raise the bar, hold yourself and others accountable and excel in a diverse international environment across different nationalities, geographies and cultures

Required Skills

Elevate our flight planning support team (including Concierge and Trip Support) to a world class standard maintaining a global mindset and applying a regionalized approach.

You will identify, quantify and execute on opportunities to accelerate growth and increase efficiencies by working with senior leaders and collaborating with cross-functional teams.

• Work closely with the executive team and with our operating subsidiaries to organize, supervise and execute on strategic operational support projects as we transform the collective teams (in Ukraine, USA and UK) to establish itself as a global customer support center for APG.
• Be responsible for planning, directing and coordinating all operational support related activities in line with the stated business strategic goals.

Department Overview :

• The 24 / 7 Operations & Customer Support department is based in Lviv, Ukraine and Castle Rock, Colorado, USA. The department assists customers using our web and mobile flight planning services, as well with ad-hoc support in keeping our customer’s aircraft moving.
• Requests for assistance and service can be related to any size and type of aircraft, flying anywhere in the world, IFR or VFR, rotary or fixed wing.

We also support Emergency air response & Special Mission operators, so a fast turnaround / appreciation of timelines is essential.

• The department also offers extended services to certain customers in the form of a Trip Support model. Trip research, supplier research, arranging handling, permits, hotac, flight plans and any other related services.
• The department also acts as the first point of contact for general enquiries and technical customer support, sometimes re-directing these enquiries to the relevant department.

The Role Required Characteristics :

• A highly customer-focused mindset.
• Minimum 3 years of flight planning experience, preferably with a professional qualification, FAA Dispatch or similar evidenced knowledge gained practically.
• Experience in a breadth of IFR operations, both in relation to geography and aircraft types.
• Evidenced ability to stay abreast of industry developments, regulations, and general operating requirements.
• Ideally 2 years of managing or supervising a team in an operational environment. Training may be given to an exceptional candidate without this experience.
• Competent Office 365 user, including spreadsheets. Strong general IT competence is also required as we are an aviation technology company.
• Outstanding communication skills, with remote management experience and experience of team cultural differences.
• A strong ability to proactively analyze and problem-solve without waiting to be asked to do so.

Key Responsibilities

• Ensure that the department is staffed according to operational requirements, both in terms of immediate roster planning and medium & long-term planning.
• Report on department productivity to the executive team and other department heads.
• Collaborate with other department heads to continuously refine and improve department practices and output.
• Proactively monitor and look after the performance and welfare of the team, in respect to the demanding conditions of a 24 / 7 operational environment.
• Ensure adherence to established procedures and processes, and in collaboration with other parties create new procedures quickly and effectively as required.
• Identify and enact efficiency savings in terms of carefully deprecating legacy processes.
• Provide ad-hoc industry knowledge input to the Product team regarding creation of new features and refinement of existing features.
• Ensure that company HR policies are followed by the team.
• Ensure that service level scores & feedback is at the 75th percentile level

The Flight Operations Manager expects to take the 20 and figure out the 80, exercise situational awareness and understand the chain of command as you represent others before representing yourself.

Be output-oriented, know when to yield and when not to yield, have a relentless willingness to raise the bar, hold yourself and others accountable and excel in a diverse international environment across different nationalities, geographies and cultures