Head of Guest Control Center - 24/7 Ground Operations

Pegasus Airlines; Fatih; On-site; TRY 600,000 - 900,000; Full time

Benefits offered by this job

Discounts on flights for staff

Private health insurance

Remote and flexible working days

Social clubs

Kindergarten support

Performance-based bonus

Shuttle service

Job summary

Pegasus Airlines in Türkiye is seeking a Head of Guest Control Center (GCC) – Ground Operations to lead 24/7 passenger support, disruption management and cross-functional coordination. The role requires at least 8 years in airline operations with 3+ years of people management, English fluency, and a track record of improving guest experience and safety culture.

We offer a senior leadership role with exposure to transformation, data-driven decisions and a strong focus on guest-centric recovery

Qualifications

• Bachelor’s degree in Aviation, Business Administration, Engineering, Logistics or related field.
• At least 8 years in airline operations, airport operations, ground handling, operations control or passenger services, incl. 3+ years in people management.
• Experience leading 24/7 teams and handling disruptions in a complex airline environment.
• Strong understanding of aviation regulatory requirements and passenger rights obligations.
• Fluency in English; German is an asset.

Responsibilities

• Lead GCC’s 24/7 activities, ensuring monitoring, coordination and escalation of passenger-related issues.
• Oversee disruption management and passenger recovery, including re-accommodation, hotels, transport, per policy.
• Coordinate with IOCC, station teams, ground handling providers and internal departments to ensure consistent execution.
• Oversee passenger communications and ensure timely, accurate information across channels.
• Drive actionable improvements using operational data to boost service quality and guest experience.
• Lead change management for GCC initiatives and promote adoption of new processes and tools.

Skills

Analytical skills

Stakeholder management

Communication skills

Leadership / People mgmt

Decision making under pressure

Education

Bachelor's degree in Aviation, Business Administration, Engineering, Logistics or a related field

Tools

DCS

Reservation systems

Reporting platforms

Operational monitoring tools

Job description

Pegasus Airlines in Türkiye is seeking a Head of Guest Control Center (GCC) – Ground Operations to lead 24/7 passenger support, disruption management and cross-functional coordination. The role requires at least 8 years in airline operations with 3+ years of people management, English fluency, and a track record of improving guest experience and safety culture.

We offer a senior leadership role with exposure to transformation, data-driven decisions and a strong focus on guest-centric recovery