Role Overview:The Operations Specialist plays a critical front-line role in delivering high-quality trip support services to UAS clients and aircraft operators. As a primary point of contact, the Operations Specialist is responsible for managing the end-to-end coordination of all operational aspects, from receiving client requests to flight follow-up and post-operation support. This role requires proactive planning, real-time problem-solving, and seamless communication with both internal teams and global vendors to ensure every trip runs smoothly, safely, and in full compliance with international regulations. By consistently exceeding service expectations and demonstrating operational excellence, the Operations Specialist plays a key role in client retention and the continued growth of UAS global reputation.
Key Responsibilities:Receive and acknowledge new requests and prepare new trip files ensuring necessary information has been received. Liaise with Flight Planning as required to define planned routing; verify and plot the route using in-house software. Prepare and transmit permits, PPR, slot requests, ground handling and fuel requests and deal with all vendors in support of your client’s operation. Ensure that agents and vendors selected are correct for the tasks required and in line with company policies. Prepare and provide detailed handovers for the next shift, as coordinated by SOM/QCM/SOS. Provide careful flight watch of every client’s operation. Tracking of flights on a live basis is as important as getting the planning stage correct. Provide regular status and progress updates to clients in relation to the confirmations and approvals of their required services. Provide a clear and comprehensive final Flight Briefing document for the client, in liaison with Flight Planning when applicable. At all times, carefully and efficiently plan and process client requests in accordance with statutory requirements and company policy as defined in the SOP Manual and associated guidance material. Accounts rely on clear and concise flight records to correctly bill the client. Coordinating with CAAs, Agents, Handlers, FBOs and associated third party vendors to follow up on specific requests, ensuring attention to detail throughout the process. Communicate clearly, politely, and promptly with all internal and external stakeholders involved in the overall process. Use company systems and references at all times, so as to capture the latest information and maximize efficiency. Answer all inquiries from clients relating to operational feasibility requirements. Support clients offer them alternatives when their requests cannot be facilitated. Exhaust all options in meeting a client’s expectations.
Required Qualifications:Minimum of 3 years of hands-on experience in Trip Support Operations within business aviation. Fluent or native English speaker (American accent preferred) Proven track record in coordinating international flight operations, including permits, slots, PPRs, ground handling, and fuel arrangements across multiple regions. Strong understanding of international aviation regulations, statutory requirements, and compliance standards related to overflight/landing permits and airport operations. Familiarity with coordination protocols with CAAs, FBOs, agents, and third-party vendors, ensuring seamless communication and service delivery. Skilled in using aviation support software and internal CRM/ops platforms to document and process trip data efficiently. Good communication and interpersonal skills, with the ability to handle high-pressure situations, problem-solve in real time, and provide client-centric solutions. Detail-oriented and organized with a demonstrated ability to multi-task across multiple time zones and shifts. Committed to maintaining accurate flight records and ensuring clear handovers to support internal billing and shift continuity.
Key Competencies:Client Focus: Proactively anticipates needs and delivers tailored solutions to ensure client satisfaction. Trip Coordination: Expert in managing end-to-end trip support, including permits, slots, fuel, and ground handling. Regulatory Compliance: Strong understanding of international aviation rules and permit requirements. Flight Monitoring: Maintains live situational awareness to manage real-time changes and disruptions. Vendor Management: Selects and coordinates with vendors to ensure quality, compliance, and efficiency. Clear Communication: Engages effectively with clients, vendors, and internal teams to ensure alignment. Crisis Response: Handles operational challenges calmly, resolving issues quickly and professionally. Detail Orientation: Ensures accuracy in documentation, service confirmations, and shift handovers. System Proficiency: Skilled in aviation systems, planning tools, and internal operational platforms. Time & Task Management: Manages multiple global operations efficiently across shifting time zones.