Head of Guest Control Center (GCC) – 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

We are Pegasus. We represent the new generation in Turkish aviation. With our motto: Everyone has the right to fly, we inspire our guests to travel with low fares thanks to our business model.

As your digital airline, our guest-centric approach offers digital technologies and unique innovations that enhance the travel experience.

Today, we operate connecting flights to more than 56 countries across Türkiye, Europe, North Africa, the Middle East, Russia, and Central Asia. We have one of the youngest fleets in the world, with 129 aircraft and an average fleet age of 5.3 years as of 2026.

Are you ready to embark on your Pegasus career path as our Head of Guest Control Center (GCC) – Ground Operations, flight number PC-2026?

In this role, you will

• Lead GCC’s 24/7 activities, ensuring effective monitoring, coordination and escalation of passenger-related operational issues.
• Oversee disruption management and passenger recovery, including re-accommodation, hotel, refreshment and transport arrangements in line with company policies and applicable requirements.
• Monitor transfer passengers, misconnect risks and passenger impact during operational changes; coordinate timely action with the relevant teams.
• Coordinate with the IOCC, station teams, ground handling providers and internal departments to support consistent execution during normal operations and disruption.
• Oversee passenger communications and ensure information is timely, accurate and aligned across channels and teams.
• Embed a guest-centric approach into GCC operations, balancing operational requirements and passenger impact to deliver simple, proactive and consistent recovery experiences.
• Govern GCC monitoring and reporting, including operational performance, disruption impact, delay coding quality and recovery outcomes.
• Use operational data to identify recurring causes and performance gaps, and lead actions that improve service quality, productivity and guest experience.
• Lead change management for GCC initiatives, including changes to processes, roles, systems and ways of working; drive stakeholder engagement, adoption and measurement of outcomes.
• Identify and assess opportunities to use AI, automation and decision-support tools in GCC activities, such as disruption monitoring, passenger-impact assessment, workload prioritisation and operational reporting.
• Manage, coach and develop a high-performing team, building operational capability, engagement, performance and succession.
• Provide operational leadership during major disruptions and irregular operations, ensuring effective prioritisation, decision-making, escalation and cross-functional coordination.
• Promote a strong safety, security, compliance and risk-awareness culture within GCC, escalating relevant concerns through the established company processes.
• Represent GCC and Ground Operations in cross-functional projects, operational working groups and strategic initiatives.

Requirements

• Bachelor’s degree in Aviation, Business Administration, Engineering, Logistics or a related field.
• At least 8 years of experience in airline operations, airport operations, ground handling, operations control or passenger services, including a minimum of 3 years of direct people management experience.
• Experience managing teams in a fast-paced, 24/7 operational environment, preferably including shift-based teams.
• Proven experience managing operational disruptions, passenger recovery and transfer operations in a complex airline environment.
• Understanding of aviation regulatory requirements and passenger rights obligations.
• Strong analytical skills and experience using operational data to support decisions, monitor operational KPIs and drive performance improvement.
• Demonstrated ability to lead change, engage stakeholders and drive the implementation and adoption of new processes, systems and ways of working.
• Proven experience in people management, including performance management, coaching, employee development and succession planning.
• Excellent stakeholder management, communication and problem-solving capabilities, with the ability to coordinate effectively across multiple operational teams and external partners.
• Proficiency in operational systems and tools such as DCS, reservation systems, reporting platforms and operational monitoring systems.
• Experience in operational transformation, digitalisation, automation or AI-enabled improvement initiatives is an asset.
• Understanding of safety management, risk management and quality management practices.
• Ability to manage competing priorities and make sound decisions under pressure.
• Fluency in English; German is an asset.

What Pegasus Airlines can offer you

• Discounted domestic and international flight tickets that include first-degree family members, For a single candidate can add +1 person, Discounted flight with contracted airlines to destinations where there are no flights
• Private health insurance
• Remote and flexible working hours on certain days according to a working model, allowance for remote working days
• Fun@Fly Social Activity Clubs (Social clubs such as theatre club, sailing, trekking, running, basketball, volleyball, and football teams, and e-sports team)
• Kindergarten opportunity for female employees (Istanbul, Izmir, Antalya)
• Performance-based bonus system
• Shuttle

Our Framework for a Sustainable Future prioritizes our impact on the environment and society, as well as economic development. We call our route Sustainable Future. By 2050, we aim to eliminate carbon emissions from our operations, and we are working towards this goal. We are proud of a rich governance culture that is developed through a perspective open to continuous improvement and the feedback of our stakeholders. We regularly and transparently share our targets and performance on these issues with the public.

Gender equality is at the foundation of our corporate culture. We are one of the pioneering airlines that have signed IATA's voluntary initiative "25by2025" to increase the representation of women in all areas of the aviation industry, including pilot, technician, and management ranks. We were the first airline in the world to join the UN Women's Empowerment Principles (WEPs) platform.

Listen to every different voice in our quest for a more equal tomorrow for future generations and we call our voice #PegasusHarmony