Senior IOC Duty Officer (IOC Bridge Manager)

Integrated Operations Center Coordinator

Under general direction of AVP, IOC, coordinates the activities within the Integrated Operations Center business functions in the Landside, Terminal, and Airside areas of the Airport and associated support functions during assigned shifts. Ensures compliance with established procedures, processes and federal aviation regulations. Serves as the escalation point and subject matter expert for the operational functions. Provides guidance and oversight during emergency, weather and special events and is the principle liaison between the IOC and the EOC during activations. Manages staffing and schedule to ensure proper coverage for the IOC.

What You Will Be Doing:

• Provides oversight of the IOC operations and is the escalation point for IOC teams. The function is a unified responsibility with each Bridge Manager having a team-specific focus (Airside, Landside, and Terminals).
• Assesses prior shift activities, scheduled events, flight operations, weather and other data to develop the day's operating plan.
• Coordinates the activities of the Integrated Operations Center personnel, including other on-duty Bridge Managers to ensure compliance with policies, procedures and the delivery of customer and operations services.
• Leads daily briefings and conference calls.
• Makes immediate decisions necessary to ensure the continued safe and secure operation of DFW International Airport with intent to eliminate or mitigate operational delays, and/or negative impacts to customers, tenants and airlines, and employees.
• Assesses all shift logs, analytics, and reports to improve operations and function more predictively.
• Provides oversight of visualizations of data displayed on monitors within the IOC to maintain situational awareness.
• Serves as the main contact point for communications with airport management and executive staff during incidents that affect airport operations
• In conjunction with Emergency Management, coordinates the activation of the Airport Emergency Operations Center (EOC) during emergency and special events and the transition of responsibility from the IOC to the EOC while providing maximum support in maintaining day-to-day operations.
• Upon consultation with IOC VP, Floor Manager may declare a state of emergency including up to closure of DFW International Airport.
• Designated Floor Manager oversees the overall function of the IOC building and processes and is the final decision maker for the IOC operations.
• Provides direct supervision of assigned shift personnel by communicating performance expectations, monitoring work activities, scheduling and training personnel and resolving employee conflicts.
• Works on special assignments and prepares presentations.

What You Need:

• Bachelor's degree in aviation management, emergency preparedness, operations management, public administration, marketing, product development or a related field.
• Three (3) years of increasingly responsible experience in either airport operations, customer management, customer experience, product development, call centers, operations centers.
• Three (3) years experience in direct supervision of work groups or coordinating activities of work groups from a variety of disciplines.
• Any equivalent combination of education and/or experience may be substituted for the above.
• Possession of a valid Class C driver's license.
• Ability to work rotating shifts.
• Must obtain a Security Identification Display Area (SIDA) Airport Identification/Access Badge (badge) in accordance with Department of Homeland Security Transportation Security Administration (TSA) requirements in Chapter 49 of the Code of Federal Regulations Part 1500 et. Al. and DFW Airport's Airport Security Program within thirty (30) days from date of employment and maintain qualification for a SIDA badge upon each badge renewal.
• Ability to obtain Department of Homeland Security Customs and Border Protection (CBP) security access clearance within thirty (30) days from date of employment and maintain qualification for CBP security access clearance upon each CBP security access renewal.
• Ability to obtain and maintain an FBI Criminal Justice Information System (CJIS) clearance.
• This is a designated safety sensitive position as defined in DFW Airport's Drug and Alcohol Administrative Policy and Procedure. Applicants selected for this position will be required to pass a drug test prior to employment and to submit to drug screening on a random basis during the length of their employment in the safety sensitive position.
• This is a designated Essential Employee position as defined in DFW Airport's Categories and Classifications Administrative Policy and Procedure. An essential employee is one whose attendance is required to maintain airport operations during an emergency or inclement weather situation.

Required Knowledge, Skills, and Abilities:

• Knowledge of the operations of a medium or large hub airport.
• Knowledge of high-volume call center operations.
• Knowledge of Federal Aviation Administration (FAA) rules and regulations.
• Ability to gather and analyze data and compile written reports.
• Ability to use established operating procedures to determine severity of emergency events and appropriate course of action.
• Ability to work under stressful conditions, analyze and manage situations and make decisions rapidly.
• Ability to understand and follow oral and written instructions.
• Ability to communicate orally and in writing to airport employees, management/executive staff, outside agencies, tenants and guests.
• Ability to respond to emergency call-up and to work adjusted shifts under routine and non-routine events.
• As the Integrated Operations Center's prime contact during emergency events, ability to perform high-level reasoning and problem-solving in resolving and responding logically

Effort:

• Works in an integrated airport operations center.
• Uses keyboard devices, computer monitors, and telephony equipment
• Uses substantial reasoning in problem solving.
• Uses near-visual acuity in reading written documents
• May be required to perform mathematical calculations
• Exchanges information by two-way radio, telephone, intercom, e-mail and in person.
• Sits for extended periods.
• Drives to locations on Airport property.

About Us:

We are Dallas Fort Worth International (DFW) Airport-one of the most successful airports in the world by any definition. We are recognized for our innovation, leadership, drive for excellence and talented employees.

Our success is made possible because of the diverse talents of over 2,100 employees who champion our mission of providing an exceptional airport experience to our customers and connect our community to the world. We are looking for the best talent to join us and help reimagine what an airport can be.

Bring your talents to DFW. Live and work with purpose.