Customer Operations Communication Specialist

About the role

This position manages the flow of information for scheduled, charter, and irregular flight operations. You will act as the primary link for messaging between internal departments, flight crews, and passengers to ensure consistent updates.

Key facts

What you'll do

• Facilitate and track communication streams between the Operations Control Center, ground stations, flight crews, and travelers.
• Develop and execute messaging strategies for both routine and irregular flight events.
• Act as the primary contact for internal media inquiries and information distribution.
• Manage a repository of approved messaging scripts while coordinating with Marketing and Media teams for new content.
• Provide timely updates to executive leadership and stakeholders regarding service recovery efforts.
• Administer business rules for the internal portal and maintain updated staff contact directories.
• Support the broader Customer Operations team as needed.

Requirements

• Minimum of two years of experience in developing communication strategies.
• High School Diploma or GED required.
• Must be legally authorized to work in the United States.
• Successful completion of a criminal background check.
• Proficiency in Microsoft Office suite, including Word and Excel.
• Ability to manage multiple tasks under strict time constraints.
• Strong skills in copywriting, editing, and proofreading.
• Ability to work various shifts within a 24-hour operational environment.
• Physical ability to sit for long periods, operate office equipment, and lift up to 20 lbs.

Nice to have

• Bachelor's degree.

Skills & tools

• Microsoft Office
• Copywriting and editing
• Communication strategy development

Practical notes

• No visa sponsorship is available for this role.
• Travel may be required.
• As an essential service provider, you must report to work during national or state emergencies.
• Benefits include profit sharing, 401K with employer match, medical, dental, vision, life, and disability insurance.
• Additional perks include an employee stock purchase plan, medical travel reimbursement, legal/identity/pet insurance, flight benefits, and paid time off for holidays, vacation, and sick leave.