SOC Duty Manager

Job Purpose:

The SOC Duty Manager oversees daily activities within the System Operations Control (SOC) Center and is responsible for providing customers with real-time updates on all flight operations and delay events. This role provides critical operational leadership and commercial support through effective cross-department communication, coordination, and sound operational decision-making.

The position requires exceptional communication skills and the ability to accurately intake, interpret, and disseminate information across the organization and to customers under time pressure. The SOC Duty Manager is expected to bring a high level of accountability and pride in execution, demonstrating genuine commitment to the work, proactive follow-through, and a strong service mindset.

Duties & Responsibilities:

• Provide real-time oversight of all daily operations and departments within SOC during assigned shifts
• Manage Flight Followers and SOC Coordinators, with dotted line oversight to MOC, Maintenance Procurement, and Crew Scheduling
• Responsible for operational decisions during irregular operations
• Coordinate between Flight Followers, Maintenance Control, Crew Scheduling, and Outsations during disruptions
• Serve as management and customer’s point of contact for operational irregularities
• Provide proactive and constant communication with DHL, Amazon, Cargojet, and other customers of delays, cancellations, or diversions
• Escalate significant issues to Director of SOC and Director of Operations as appropriate.
• Track on-time performance and service level agreement compliance in real-time