The Dispatch Manager at Rocket Air Flight Academy (formerly Melbourne Flight Training) oversees the Dispatch and Customer Service teams and manages the daily flow of flight training operations. This role ensures aircraft, instructors, and students are scheduled efficiently, flights are dispatched safely and in compliance with applicable regulations, and communication remains seamless across departments. The Dispatch Manager provides leadership, proactively resolves operational challenges, and ensures daily activities support safe, efficient, and successful flight training operations. This role requires strong organization, sound judgment, attention to detail, and a commitment to delivering an exceptional experience for students and instructors.
5 Main Roles and Responsibilities
- Leadership, Management & Accountability
- Staffing, Schedule Management, & Resource Allocation
- Employee Training
- Weather Monitoring & Safety Protocols
- Recordkeeping & Documentation
Salary starts at $55,000 per year and is commensurate with experience and qualifications. Benefits: Medical, Dental, Vision, 401(k) Savings Plan, and Paid Time Off
Duties and Responsibilities
- Manages the day-to-day operations of the Dispatch and Customer Service functions to ensure safe, efficient, and professional support of flight training operations.
- Supports the Flight Operations Manager in the execution of company policies, operational objectives, and departmental initiatives.
- Serves as the primary coordination point between Dispatch, Maintenance, and Fleet Management for scheduled and unscheduled maintenance, aircraft availability, and changes affecting the flight schedule.
- Oversees the daily, weekly, and monthly flight schedule, maximizing aircraft and instructor utilization while responding to maintenance, weather, student availability, and other operational constraints.
- Applies Rocket Air Flight Academy’s established scheduling and efficiency practices, including No Gaps and Pull to the Left, and ensures Dispatch personnel consistently follow these processes.
- Ensures scheduling and dispatch practices appropriately support both Federal Aviation Administration (FAA) Part 141 and Part 61 operations, including proper coordination of students, instructors, aircraft, and scheduled training activities.
- Oversees student and instructor support at Dispatch, including lesson check-in and check-out, payment collection, account accuracy, schedule-related assistance, and escalation of customer or operational issues to Flight Operations when necessary.
- Ensures adequate Dispatcher and Customer Service staffing, prepares and maintains employee schedules, and adjusts coverage based on anticipated operational demand.
- Manages employee performance, accountability, and development to ensure personnel remain proficient in assigned duties and consistently follow company policies, procedures, and service standards.
- Provides and oversees new-hire onboarding, recurrent training, and ongoing professional development for Dispatch personnel, with emphasis on operational procedures, safety, customer service, and effective decision-making.
- Maintains and updates the Dispatch Manual as operational processes and company policies change and ensures Dispatch personnel are trained on and understand all revisions.
- Promotes a safety-first operating culture and ensures Dispatch and Customer Service activities are conducted in accordance with Rocket Air Flight Academy policies and applicable FAA requirements.
- Continuously monitors current and forecast weather using appropriate aviation information sources, including METARs, TAFs, radar, NOTAMs, and other available weather products, and communicates conditions that may affect local and cross-country flight operations.
- Monitors weather conditions against established company operating criteria and promptly communicates changing, marginal, or potentially hazardous conditions to Flight Operations, Flight Instructors, and other affected personnel.
- Provides timely and accurate operational weather information to support scheduling and flight-planning decisions, particularly during rapidly changing conditions.
- Maintains effective VHF radio communication with company aircraft, as required, to coordinate schedule extensions, operational requests, weather-related changes, and emergency situations.
- Initiates and supports the company Emergency Response Plan (ERP) when circumstances require and ensures appropriate notifications and procedures are followed.
- Ensures Dispatch maintains accurate flight logs, aircraft status information, lesson activity records, and other required operational documentation.
- Oversees customer billing and payment-related activities within Dispatch and ensures customer account questions or discrepancies are addressed or appropriately escalated.
- Maintains a thorough working knowledge of the company’s flight scheduling, dispatch, customer account, and billing systems and ensures Dispatch personnel use these systems accurately and consistently.
Qualifications
- High School diploma or equivalent required, Bachelor’s degree in aviation management, business, or related field preferred.
- At least 1 year of aviation experience required.
- Demonstrated experience managing and developing a team, including delegating responsibilities and providing guidance and support.
- Proficient in the use of MS Office and Flight Schedule Pro (or other flight school scheduling software).
- Prior customer service experience, working with individuals with diverse backgrounds and experience levels.
- Excellent time management skills.
- Exceptional leadership, coaching, and team-building skills.
- Ability to work in a fast-paced environment and manage multiple projects simultaneously.
- Detail-oriented with strong organizational skills.
- Excellent communication and decision-making skills.
- Must be able to work a flexible schedule, including early mornings, evenings, weekends, and holidays, as required by flight school operations.
Physical Requirements
- Must be able to sit and work at a computer for extended periods while monitoring flight schedules, dispatch activities, communications, and operational systems.
- Must be able to stand, walk, and move throughout the flight school, airport, ramp, and other operational areas as needed and walk on uneven surfaces, including airport ramp and hangar areas.
- Must be able to safely navigate an active airport environment, including areas with aircraft, ground-support equipment, vehicles, and varying weather conditions.
- Must be able to climb stairs and access aircraft, offices, hangars, and other operational facilities when required.
- Must be able to communicate effectively in person and by telephone and radio in environments that may include elevated noise levels.
- Must have sufficient hearing and vision to monitor aircraft movements, operational communications, weather conditions, signage, and safety hazards.
- Must be able to occasionally lift, carry, push, or pull items weighing up to 25 pounds as needed for operational activities.
- May be exposed to heat, cold, rain, wind, and other weather conditions.
- Must be able to remain alert and maintain concentration for extended periods, particularly during periods of high flight activity or operational disruptions.