SOC Duty Manager

21 AIR LLC; Miami (FL); On-site; USD 70,000 - 95,000; Full time

Job summary

21 AIR LLC is seeking a SOC Duty Manager to oversee daily operations in the SOC Center, providing customers with real-time flight updates and delay information. The role requires decisive leadership, cross-department coordination, and strong communication under time pressure.

You will manage Flight Followers and SOC Coordinators, coordinate with Maintenance, Crew Scheduling, and other teams during disruptions, and serve as the primary contact for customers and partner operators, ensuring timely,

Qualifications

• Exceptional customer service and problem-solving skills.
• Strong communication, critical thinking, organizational and leadership skills.
• Ability to work under pressure and be agile in a dynamic operational environment.
• At least 2 years of leadership or supervisory experience.
• At least 5-8 years of aviation experience (cargo aviation experience preferred).
• English fluency required, Spanish fluency is a plus.

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.

Skills

Customer service

Communication

Leadership

Under pressure

Aviation experience

English fluency

Job description

Description

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

Requirements

Skills & Qualifications

• Exceptional customer service and problem-solving skills
• Strong communication, critical thinking, organizational and leadership skills
• Ability to work under pressure and be agile in a dynamic operational environment
• At least 2 years of leadership or supervisory experience
• At least 5-8 years of aviation experience (cargo aviation experience preferred)
• English fluency required, Spanish fluency is a plus

Physical Requirements

• Light work: Exerting up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
• Able to sit or stand for extended periods.
• Overtime is required based on the operational needs.

Travel

• This position may require travel, as needed, to support operational activities.

Performance Standards/Measurements

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.