SUMMARY OF POSITION

The Operations Control Center (OCC) Manager is responsible for leading the daily management, supervision and coordination of the OCC team to ensure efficient and unified operations.  This role plays a critical part in guaranteeing that all air medical flights are conducted safely, on time, and in full compliance with FAA regulations and company policies. The OCC Manager reports directly to the Director of Operations and will also be available to provide coverage for OCC shifts as needed.

 ESSENTIAL JOB DUTIES

        Maintain current qualification as an Operations Control Specialist (OCS) to ensure operational expertise and compliance.

        Adhere strictly to all directives and guidelines outlined in the Apollo General Operations Manual (GOP), Company Policies and Procedures, Company Bulletins, Federal Aviation Regulations (FARs), and all other applicable regulatory requirements.

        Has an extensive knowledge of 14 CFR 135.619.

        Has an extensive knowledge of Advisory Circular (AC) 120-96A.

        Develop, review, and maintain Operations Control Center Standard Operating Procedures (SOPs) in alignment with the latest FARs and Apollo’s strategic direction.

        Assists in training when requested by internal and external partner communication centers, facilitating seamless operational coordination with customer programs.

        Plan, organize, and maintain effective work schedules for OCC personnel, promoting optimal team performance and coverage.

        Manage the scheduling and administration of Operations Control Specialist training programs to ensure ongoing skill development and regulatory compliance. (14 CFR 135.619 (d)(e)(f)).

        Address customer concerns and requests within the scope of the OCC Manager’s responsibilities, promptly escalating more complex issues to Apollo MedFlight Director of Operations and/or Chief Pilot.

        Conduct regular performance evaluations of assigned personnel, collaborating with Human Resources and operations management on staffing decisions including hiring, transfers, promotions, and terminations.

        Partner with operations management, safety, and training teams to conduct root cause analyses of operations control center issues and develop effective correction action plans.

        Maintain compliance with 14 CFR Part 120 drug and alcohol testing requirements as a safety-sensitive employee, including participation in Apollo’s DOT/FAA drug and alcohol testing program.

        Perform additional duties as assigned to support the success and safety of OCC and overall operations.

MINIMUM REQUIRED QUALIFICATIONS

        Minimum of 3-5 years’ experience as an Operations Control Specialist (OCS) or in a closely related dispatch role within aviation, preferably in air medical or emergency services.

        At least 2 years of supervisory or management experience, demonstrating leadership and team-building capabilities.

        Proven ability to comply with FAA regulations and maintain safety standards in aviation operations.

        Must be able to read, write, speak, and understand the English language proficiently.

        Ability to work shift schedules to include rotating day, mid, and night shifts, as well as weekends and holidays.

        Capable of working independently in a high-paced, high-stress environment while maintaining composure and accuracy despite frequent interruptions.

        Strong professional communication skills, both oral and written, with the ability to engage effectively and persuasively across all organization levels.

        Ability to function effectively within a team-oriented environment.

        Outstanding public relations, interpersonal, and customer service skills.

        Excellent computer proficiency, including typing skills and the ability to multitask across multiple software applications simultaneously.

        Skilled in scheduling, performance management, training administration, and root cause analysis to support operational excellence.

        Must possess or be able to obtain the 121 Dispatching Certificate within 12 months of employment by Apollo.

        Currently qualified as an Operations Control Specialist (OCS) or equivalent.

        Valid Driver’s license.

        Regular and reliable attendance.

PREFERRED QUALIFICATIONS

        FAA Part 121 Dispatcher Certification

        Private Pilot Certificate

        Pilot instrument rating (Any Category)

        Previous OCC Experience within the Helicopter Air Ambulance (HAA) Industry