Role: Customer Success Associate
Industry Type: Aviation
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Customer Success
UG: Diploma in Any Specialization, Any Graduate
Purpose/Objective Team Member - AOCC/JCC plays a key role in ensuring smooth airport operations through real-time monitoring and coordination with internal and external stakeholders. This role ensures timely resource allocation, congestion management, and operational efficiency.
Key Responsibilities
of Role Operations Monitoring and Terminal Coordination: Monitor terminal operations to detect congestion or unusual incidents and coordinate corrective actions with terminal operations, security, and other relevant teams. Ensure seamless baggage delivery operations by monitoring processes and resolving delays. Supervise Visual Docking Guidance System (VDGS) and Gate Operating System (GOS) to ensure parking stands are allocated before flight arrival and maintain on-time block and off-block operations. Coordinate with the Landing Parking Cell and non-scheduled operators to facilitate departure clearances according to flight plans. Flight Announcements and Status Updates: Perform manual or automated announcements within the terminal as required by airlines or terminal operations. Make flight status announcements through paging systems, keeping passengers and visitors informed during operations and disruptions. Ensure timely and accurate flight information updates on Flight Information Display Systems (FIDS). Stakeholder Coordination: Coordinate with Medical Services, ATC, ground handlers, and terminal operations to address medical emergencies promptly. Work with ATC for flight arrivals, parking allocation, runway changes, towing permissions, and other operational updates. Collaborate with airlines, non-scheduled operators, ground handlers, engineering, and security teams to facilitate efficient operations during shifts. Regulatory Compliance and Documentation: Ensure adherence to SOPs and regulatory requirements and support compliance with internal and external audits. Capture operational data and prepare reports for shift summaries, incidents, and performance tracking. Training and Development: Assist staff in completing mandatory compliance training related to aviation standards, safety protocols, ISO certifications, and operational excellence. Participate in mock drills, operational simulations and cross-functional training to ensure seamless coordination with other departments. Key Stakeholders - Internal: Duty Manager - AOCC/JCC Airport Operations Team Air Traffic Control Airport Security Emergency Medical Services Engineering & Maintenance Team Health, Safety & Environment (HSE) Team Key Stakeholders - External: Airlines Ground handlers Non-scheduled operators Government agencies (Customs, Immigration, CISF, ARC, Air Force, Military) Medical agencies Technical Competencies Airport Operations Management-AAHL,Airport Systems Integration-AAHL,Emergency Response and Preparedness-AAHL,Incident Management-AAHL,Regulatory Compliance-AAHL
Qualifications
and Experience
Education
al Background: Post Diploma or Bachelor's Degree in Aviation Management, Operations Management, or a related field Work Experience: 1-2 years of experience in airport operations, ground handling, or airside services preferred.