Date Opened: Monday, November 10, 2025 12:00 AMClose Date: Monday, November 24, 2025 12:00 AMDepartment: Aviation DepartmentFunction Operations SupportSalary: $33.56 - $41.95 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
SUMMARY
The Airport Operations Center (AOC) Training Supervisor leads the development, delivery, and management of comprehensive training programs. This includes onboarding new staff, maintaining training documentation, and implementing quality assurance measures to evaluate training effectiveness and procedural adherence. The role requires decisive action, independent judgment within established policies, and the ability to relay and follow complex oral and written instructions.This position also supports daily operations by supervising and participating in the daily operations of the AOC. This role includes organizing shift resources, assigning tasks, scheduling, training, and conducting performance evaluations for AOC Coordinators and Agents. The Supervisor ensures that all personnel are equipped to perform their duties in compliance with regulatory standards and operational best practices.
ESSENTIAL DUTIES & RESPONSIBILITIES
Training Program Development
Design and implement initial onboarding training for new AOC personnel, including systems, procedures, and regulatory requirements.Develop and manage recurrent and remedial training to maintain operational readiness and compliance. Create scenario-based training modules for emergency response, IROPS, and security incidents.Standard Operating Procedures (SOPs)Draft, update, and maintain AOC SOPs in alignment with FAA, TSA, and airport-specific policies. Collaborate with AOC leadership and subject matter experts to ensure SOPs reflect current practices and technologies.Integrate SOPs into training materials and ensure staff understanding and adherence.
Training Scheduling and Records Maintain a training calendar that includes onboarding, recurrent, and specialized training sessions.Track training completion, certifications, and performance metrics using a learning management system (LMS) or internal tracking tools. Ensure compliance with regulatory training requirements and internal audit standards.
Instruction and FacilitationDeliver classroom, virtual, and on-the-job training sessions for AOC staff. Facilitate cross-training between AOC roles (Agent, Coordinator, Supervisor) to promote operational flexibility.Evaluate training effectiveness through assessments, feedback, and performance reviews.
Quality Assurance and Compliance Conduct training audits and spot checks to ensure SOP compliance and operational consistency.Review incident reports, system logs, and communications for training-related deficiencies or trends. Identify performance gaps and recommend corrective training or procedural updates.Support after-action reviews (AARs) and implement training-related improvements based on findings. Maintain documentation to support internal and external audits, inspections, and regulatory reviews.
Stakeholder CollaborationCoordinate with internal departments (e.g., Security, Maintenance, Emergency Management, IT) to incorporate cross-functional training needs. Liaise with external partners (e.g., TSA, FAA, mutual aid agencies) to align training with regulatory and emergency response protocols.Participate in airport-wide training exercises and drills as a planning and evaluation resource.
Support Daily Operations
Supervise and participate in the work of Airport Operations Center Coordinators, including organizing shift resources, assigning tasks, training, scheduling, conducting performance reviews, and relaying and following complex oral and written instructions.Assist Joint Operations Center Manager with 24/7/365 administrative duty officer responsibilities. Other duties as assignedSUPERVISORY RESPONSIBILITIES
1. Evaluate and conduct performance reviews by established dates ensuring all personnel perform their job duties according to job function, standard operating procedures, policies, and regulations.
2. Ensure employees have proper tools, safety gear and uniforms to perform their duties. Participate in hiring, disciplinary, and termination processes of personnel.
3. Participate in hiring, disciplinary, and termination processes of personnel.
4. Perform training, coaching, counseling, and provide feedback for personnel growth and development.
5. Ensure administrative functions such as budgeting/budget management, payroll/timekeeping, personnel compliance and recordkeeping, and goal setting are completed in a timely manner.
6. Mentor, motivate and lead assigned personnel in alignment with Department Vision, Mission, and Strategic Principles. Report to management and Human Resources, as needed or required.
MINIMUM QUALIFICATIONS Bachelor's Degree in Aviation Management/Administration, Business Administration, Public Administration, Criminal Justice or a field related to aviation plus three years of experience; or an Associate’s Degree in Aviation Management/Administration, Business Administration, Public Administration, Criminal Justice or a field related to aviation plus five year of’ experience is required, orAn equivalent combination of education and relevant work/industry/military/job specific experience that provides the necessary knowledge, skills and abilities to successfully perform the essential job duties. Work experience should be in Airport operations or security with supervisory responsibility in at least a non-hub or small hub air carrier airport, general aviation airport or military facility; familiarity with CLT preferred. 2 years’ experience in training front-line personnel and maintaining training records in accordance with federal, state, city, and department requirements, rules, and regulations. American Association of Airport Executive (A.A.A.E.) Certified Member (CM), and Airport Certified Employee (ACE), or Accredited Airport Executive (AAE) certifications preferred.
COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES:
Knowledge of: Federal aviation regulations including 49 CFR Part 1542 and 14 CFR Part 139, or ability to acquire within 30 days of hire.Aviation radio procedures and phraseology, or ability to learn within 30 days. Microsoft Office Suite (Word, Outlook, Excel, PowerPoint, Teams, SharePoint, OneDrive), Workday, E-Builder, and other airport-related software systems, or ability to learn quickly.
Skills in:Clear and effective communication—verbally, in writing, and via radio/telephone.
Organizing data, prioritizing resources, and managing tasks during routine and emergency operations.Building strong working relationships with internal and external stakeholders. Supervising and supporting staff in monitoring security, reporting, and enforcement activities.
Ability to:Operate effectively in a fast-paced airport environment, including non-movement areas of the airfield.
Maintain situational awareness and respond calmly and decisively in emergencies.Exercise independent judgment within established rules, regulations, and procedures. Deliver exceptional customer service and represent the airport professionally.Work independently or collaboratively as part of a team. Communicate with diverse populations and maintain professionalism under pressure.Operate complex systems such as CCTV, access control, credentialing, and incident reporting tools. Use standard and mobile computing devices; demonstrate proficiency in Outlook and Word at hire, with the ability to learn additional software as needed.Adapt to evolving threats and operational demands, reallocating resources efficiently.
WORKING CONDITIONS AND PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ADA and Other Requirements
Physical Requirements:
This position is relative free from unpleasant environmental conditions or hazards and is generally sedentary. Incumbents may be required to exert up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.Sensory Requirements:
Concentrated and attentive use of one or more senses (visual, color distinction, peripheral vision, smell, distance vision, depth perception, touch, near vision, audio, and other sensory modalities) for proof reading, data entry, tabulating data. Ability to operate in an environment with frequent interruptions.Comprehend written information in work related documents. Ability to hear, understand and distinguish speech.General Information:
Must be able to supervise and participate in the work of Airport Operations Center personnel. Must be able to work assigned shifts, including holidays, unscheduled overtime, and report back to work during emergencies. Shifts are assigned based on an approved bid process and seniority. No shift can be guaranteed. Schedule subject to change and overtime.This is an essential position and is subject to mandatory holdover and call-back during emergencies and irregular operations. Certain convictions will disqualify individuals from unescorted access privileges and therefore exclude them from employment.
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.
Clickhereto learn more about the City of Charlotte’s benefits.
The City of Charlotte is a drug and alcohol-free workplace.
