Job Title: Staff Representative - Flight Operations I
Duration: 12 months
Location: Denver, CO, USA 80249
Job Hours: Shifts - 1st (6:30 AM - 1:30 PM) & 2nd shift (1:30 PM - 8:30 PM). The work schedule changes and is provided once a month.
Job Overview and Responsibilities
The primary role of the SOC Representative is to enhance daily flight operations by providing subject matter expertise (SME) with an experienced ClientCaptain's perspective. Positioned alongside the SOC Shift Manager, Zone Controllers, Gate Manager, Ramp Supervisors, and Tech Ops Representatives, the Flight Operations Representative offers a pilot's insight to contribute to real-time solutions to operational challenges.
The FO SOC serves as a communication conduit between the SOC, Dispatch, the captain, and the Flight Operations division. To maintain the pilot's perspective, SOC reps engage with flight crews daily in the FPA and at departure gates. Further, they serve as an advocate and facilitator to support professional pilots as they perform their duties.
Primary Roles:
- Ensure Flight Operations delays are coded accurately through investigation, crew contact, and information sharing.
- Identify data trends necessitating procedural or policy changes to minimize delays.
- Review the daily reliability forecast (RER) (3x daily) and note deferrals impacting Captain's aircraft acceptance.
- Coordinate with CPO Flight Qualified Management (FQM), Tech Ops, SOC Ops Manager, FODM, Dispatch, and Aircraft Routers to preclude potential refusals.
- Ensure outstations have appropriate equipment to support aircraft with MELs.
- Determine Tech Ops' plan for addressing deferrals and provide Captains with detailed information.
- Review updated RER reports and coordinate with Tech Ops, Dispatch, and Aircraft Routers regarding maintenance status.
- Notify crews via ACARS/email about potential operational impacts (e.g., routing changes, ground air availability).
- Immediately inform Flight Operations leadership and FODM of serious events affecting operations or employees.
- Maintain availability via company-issued cell phone or workstation while on duty.
- Respond in-person to events and assist crews as needed.
- Address pilot-related issues when CPO is closed or facilitate contact with FODM/FQM.
- Serve as the Captain's direct contact for operational concerns.
- Act as the go-to contact for FODM and Flight Operations when CPO is closed.
- Assist SOC Managers with Flight Operations-related concerns.
- Provide crew transportation when the move team is unavailable.
- Escort pilots missing ID badges.
- Deliver missing pilot equipment (iPad chargers, mounts, etc.).
- Contact pilots via ACARS, in person, or by email.
- Request clarification on F delay causes and hot brake awareness.
Rules of Engagement:
- Act as the eyes and ears of CPO (and Flight Operations) in the SOC while respecting Captain's Authority (FOM 3.10.1).
- Avoid passing judgment on crew decisions; provide assistance and allow FQMs to investigate.
- Seek assistance from FQMs or FODM when in doubt.
- Outgoing phone calls to pilots are not allowed unless initiated by the crew or approved by CPO in critical situations (exceptions: coordinating rides for ferry/charter flights).
- Focus engagement on providing helpful, accurate information to the crew.
- Do not make operational recommendations; provide relevant information for informed decision-making.
- Refer unresolved issues to CPO or FODM.
Primary Focus Areas:
SAFE: Quickly address and notify the CPO of unusual, irregular, emergency, or significant events with relevant flight information.
CARING: Maintain open communication with various workgroups to support operations.
DEPENDABLE: Enhance Flight Operations' performance by being available and responsive to flight crews.
EFFICIENT: When Flight Management is off duty, contact must be made via group text, phone call, or email to inform of significant pilot-related events. Contact FODM if necessary.
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Spectraforce Technologies
Apr 02, 2025