Resolution Manager – AOG Operations

About the role

The Resolution Manager provides first‑level support to the AOG Customer Resolution Specialist team, ensuring high customer satisfaction in a fast‑paced environment. Based in Herndon, VA, you will run the AOG Desk operations and handle escalated AOG events and order management.

Key responsibilities

• Supervise daily AOG Desk activities and coordinate 24/7 shift coverage.
• Support escalated AOG incidents and manage order processing.
• Participate in recruitment, interview, and onboarding of new team members.
• Develop and deliver training for new hires.
• Create and maintain shift schedules, joining the rotation when required.
• Identify performance gaps and implement improvement actions.

Required profile

• Experience in aviation logistics or AOG operations.
• Proven ability to work under high pressure and meet tight deadlines.
• Strong organizational and leadership capabilities.
• Excellent communication skills for cross‑functional collaboration.

Required skills

What we offer

• Competitive base salary with incentive compensation and profit‑sharing possibilities.
• Retirement savings plan and eligibility for an Employee Stock Ownership Plan.
• Generous paid time off, parental leave, and comprehensive health, dental, vision, and life insurance.
• Access to unlimited e‑learning courses and global leadership development programs.