Job Description

Date Opened: Tuesday, April 07, 2026 12:00 AMClose Date: Tuesday, April 21, 2026 12:00 AMDepartment: Aviation DepartmentFunction Operations SupportSalary: $24.00 - $29.81 Commensurate with Experience

Welcome to the City of Charlotte

Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce

• Valuing teamwork, openness, accountability, productivity, and employee development

• Providing all customers with courteous, responsive, accessible, and seamless quality services

• Taking initiative to identify, analyze, and solve problems

• Collaborating with stakeholders to make informed decisions

The Charlotte Douglas International Airport (CLT) Airport Operations Center (AOC) promotes situational awareness and facilitates collaborative decision making among all airport stakeholders and multiple agencies and jurisdictions at CLT. The AOC provides situational awareness monitoring, communication, coordination, and dispatch functions for all airport operations including: incident notification and response, irregular operations, facility maintenance, customer service, and other situations ensuring all responses are in compliance with federal, state, and local regulations. The Airport Operations Center (AOC) Agent serves as a critical communications and coordination point for airport operations. This role is responsible for receiving and documenting operational calls, monitoring airport systems, and facilitating timely communication between internal departments and external stakeholders to ensure safe, secure, and efficient airport operations.

Essential Duties & Responsibilities

• Receive, prioritize, and document incoming calls related to airport operations, maintenance, security, emergencies, irregular operations (IROPS), and general inquiries.

• Accurately enter incidents, work orders, and notifications into Computer Aided Dispatch (CAD) and other incident tracking systems.

• Dispatch and coordinate appropriate airport personnel and departments based on the nature and urgency of calls.

• Monitor critical airport systems, including safety and security systems, access control, video management, radio communications, emergency notification systems, flight information systems, weather and lightning detection, and other operational platforms.

• Identify, assess, and escalate alarms, system anomalies, and operational issues in real time.

• Maintain continuous communication with Airport Operations, Maintenance, Security, Emergency Services, and external partners to support day-to-day and emergency operations.

• Assist with coordination of irregular operations, aircraft diversions, gate changes, and emergency response activities.

• Provide situational awareness by gathering information, identifying hazards, and supporting timely, effective decision-making.

• Maintain accurate logs and records of calls, incidents, and system activity, and prepare shift summaries and reports for management review.

• Support after-action reviews by providing detailed and accurate incident documentation.

Minimum Qualification

• High school diploma or equivalent.

Preferred Qualifications

• Associate’s degree or college coursework in aviation, emergency management, communications, or a related field.

• Experience in airport operations, airport management, communications, dispatch, or an operations or communications center environment (aviation or public safety preferred).

• Experience receiving, prioritizing, and dispatching calls in a fast-paced, 24/7 operational setting.

• Familiarity with Computer Aided Dispatch (CAD) systems and incident tracking software.

• Ability to accurately document incidents, maintain logs, and prepare shift reports.

• Strong communication and customer service skills, including the ability to remain calm and professional under pressure.

• Ability to quickly learn and operate multiple computer systems and monitoring tools.

• Valid driver’s license with the ability to obtain a North Carolina driver’s license as required by City policy.

Key Competencies

• Strong situational awareness, attention to detail, and ability to multitask under pressure.

• Effective verbal, written, and radio communication skills.

• Ability to work independently and in a team.

• Professionalism and discretion when handling sensitive information.

• Knowledge of airport operations, emergency response, public safety communications, and relevant regulations (14 CFR Part 139, 49 CFR Part 1542).

• Familiarity with incident management (ICS/NIMS) and airport systems.

• Ability to remain calm in emergencies and make sound decisions quickly.

Working Conditions

• Sedentary work with periods of sitting or standing; occasional lifting (<25 lbs.).

• Operations center environment with low light and frequent interruptions.

• Must operate computers, radios, telephones, and other monitoring equipment.

Additional Information

• Must work rotating shifts, including nights, weekends, holidays, overtime, and emergency call-backs.

• Shifts assigned via seniority-based bid process; schedules may change.

• Essential position subject to mandatory holdover during emergencies.

• Valid driver’s license required; ability to obtain required airport access credentials.

CONDITIONS OF EMPLOYMENT

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email Careers@ci.charlotte.nc.us.

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click hereto learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.