SOC Training and Standards Manager at 21 AIR LLC – MIAMI, Florida

The SOC Training & Standards Manager is responsible for developing, implementing, and maintaining training programs, operational standards, and Standard Operating Procedures (SOPs) for the System Operations Control Center (SOC). This role ensures Duty Managers, Dispatchers, and SOC Coordinators are consistently trained, compliant, and aligned with company standards and regulatory requirements.

This position will also lead the development of SOC tools, checklists, and technology-driven solutions to improve efficiency, reduce human error, and enhance operational reliability.

To remain closely aligned with day-to-day SOC execution, this role will periodically support SOC operations by performing Duty Manager shifts as required by the Director of SOC.

Duties & Responsibilities:

Training Program Development

• Design, implement, and maintain SOC training programs for Duty Managers, Dispatchers, and SOC Coordinators.
• Develop onboarding and recurrent training materials, including classroom training, job aids, manuals, checklists, and scenario-based exercises.
• Conduct training sessions and provide coaching to SOC personnel to ensure consistent execution of procedures.
• Maintain training documentation and ensure completion of required training and qualifications.
• Identify training gaps through operational observations and performance trends, and develop corrective training plans as needed.

Standards, SOPs, and Operational Excellence

• Develop, update, and standardize SOC SOPs to ensure clear execution of daily operations and irregular operations (IROPS).
• Ensure alignment of SOC procedures with FAA regulations, company manuals, operational control requirements, and internal safety policies.
• Perform routine reviews and audits of SOC processes to ensure compliance with standards and identify opportunities for improvement.
• Support continuous improvement initiatives and lead corrective action plans when performance gaps are identified.
• Maintain version control and communication of updated SOPs and standards across the SOC team.

Tool Development & Process Automation

• Develop and implement SOC checklists, templates, dashboards, decision-support tools, and standardized reporting formats.
• Partner with IT and internal stakeholders to develop digital tools that reduce manual work, improve accuracy, and increase operational efficiency.
• Identify opportunities to automate SOC workflows and reduce risk of human error.
• Support the integration and optimization of SOC systems and tools used for flight following, coordination, and operational reporting.

Operational Support & Cross-Functional Coordination

• Coordinate closely with Flight Operations, Maintenance Control, Crew Scheduling, Safety, Compliance, and other operational departments to ensure SOC standards support company-wide needs.
• Support event investigations and contribute to root cause analysis for operational disruptions, delays, and irregular operations.
• Assist in the development and maintenance of contingency plans, IROPS playbooks, and escalation protocols.
• Ensure consistent communication standards and decision-making processes are followed during operational events.

Operational Coverage / Duty Manager Support

• To remain closely aligned with daily SOC execution and operational realities, this position will periodically perform SOC Duty Manager shifts as required by the Director of SOC.
• Provide real-time operational support during daily operations and irregular operations (IROPS), ensuring standards and SOPs are applied consistently.
• Use operational shift experience to identify procedure gaps, training needs, and opportunities to improve tools and workflows.

Required Qualifications

• Minimum 3–5 years of airline operations experience (SOC/Dispatch/Operations Control preferred).
• Strong understanding of airline operational control processes, dispatch, and irregular operations management.
• Experience developing SOPs, training programs, and operational manuals.
• Strong communication, organizational, and presentation skills.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Strong analytical and problem-solving skills with attention to detail.

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Preferred Qualifications

• FAA Aircraft Dispatcher Certificate.
• Experience working in a Part 121 airline environment.
• Experience with SOC software tools (flight following systems, crew tracking, maintenance tracking, etc.).
• Experience building dashboards or automation tools (Excel advanced, Power BI, Smartsheet, SharePoint, etc.).
• Familiarity with Safety Management Systems (SMS) and operational risk mitigation.

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Key Competencies

• Strong process improvement mindset
• Ability to train, coach, and influence others
• High attention to detail and compliance focus
• Strong operational judgment under pressure
• Technology-forward mindset with interest in automation
• Strong communication and cross-functional coordination skills
• Ability to drive standardization and accountability

Work Environment

• This position operates primarily in the SOC environment and may require flexible availability, including occasional evenings, weekends, and support during irregular operations events. The role is expected to work closely with SOC personnel and leadership and provide hands-on operational support when needed.
• 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.

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.