Customer Movement Manager

Position Summary: The Customer Movement Manager serves as the primary customer advocate and customer communication interface within the Global Control Center during their shift. This role is embedded on the GCC Bridge and collaborates closely with Dispatch, Maintenance Control, Ground Operations, and Crew Scheduling to monitor flight movements, anticipate disruptions, and support real-time operational decision-making through the lens of customer impact.

The Manager ensures that customer communications are timely, accurate, and aligned with recovery strategies. This role is critical to delivering an outstanding customer experience, especially during high-visibility events, seasonal operations, or irregular operations.

Major Job Accountabilities:

• Maintain situational awareness of flight activity and key customer sensitivities within a 72-hour operational horizon.
• Monitor operational status for high-visibility flights and escalate customer concerns to the Director GCC as needed.
• Collaborate with the GCC Bridge team to advocate for commercially critical decisions and flag competing priorities early.
• Serve as the primary outbound communicator to customer operations teams during disruptions, providing updates on delay causes, recovery actions, and next steps.
• Document and track customer impacts and communications per SLA protocols.
• Support implementation of proactive planning measures for special operations (e.g., holiday peaks, charters).
• Assist with IROP playbooks, contingency plans, and customer-specific recovery scenarios.
• Represent customer priorities during operational planning discussions and handovers between shifts.

Qualifications: 

• Minimum 4 years in an airline operations, customer service, or dispatch environment.
• Strong understanding of OCC functions and control center decision-making.
• Excellent written and verbal communication skills with attention to tone, clarity, and professionalism.
• Strong planning and organizational skills with a high level of attention to detail.
• Ability to manage multiple high-priority tasks in a fast-paced operational setting.
• Experience communicating with or supporting customer operational teams.
• Proficiency with operational tools and tracking systems used in control centers.

Preferred Qualifications:

• Familiarity with Atlas Air operations or other global ACMI/charter airline models.
• Experience supporting peak operations or event-based movements (e.g., sports teams, perishables).
• Associate or Bachelor’s degree in Aviation Management, Business, or a related discipline.