Head of Guest Control Center (GCC) - Ground Operations

About the role

Pegasus Airlines is looking for a Head of Guest Control Center (GCC) for its ground operations. You will lead the 24/7 GCC, overseeing monitoring, coordination and escalation of passenger-related operational issues, and provide operational leadership during disruptions and irregular operations.

Key responsibilities

• Lead GCC's 24/7 activities and oversee disruption management and passenger recovery, including re-accommodation, hotel, refreshment and transport arrangements.
• Monitor transfer passengers, misconnect risks and passenger impact during operational changes, coordinating timely action with relevant teams.
• Coordinate with the IOCC, station teams, ground handling providers and internal departments, and oversee passenger communications across channels.
• Govern GCC monitoring and reporting, including operational performance, disruption impact, delay coding quality and recovery outcomes, and use data to improve service quality and productivity.
• Lead change management for GCC initiatives and assess opportunities to use AI, automation and decision-support tools.
• Manage, coach and develop a high-performing team, and promote a safety, security, compliance and risk-awareness culture.
• Represent GCC and Ground Operations in cross-functional projects, working groups and strategic initiatives.

Required profile

• Bachelor's degree in Aviation, Business Administration, Engineering, Logistics or a related field.
• At least 8 years of experience in airline operations, airport operations, ground handling, operations control or passenger services, including a minimum of 3 years of direct people management.
• Experience managing teams in a fast-paced, 24/7 environment, preferably shift-based teams.
• Proven experience managing operational disruptions, passenger recovery and transfer operations.
• Understanding of aviation regulatory requirements and passenger rights obligations.
• Fluency in English; German is an asset.

Required skills

• Strong analytical skills and experience using operational data and KPIs.
• Ability to lead change, engage stakeholders and implement new processes and systems.
• People management, including performance management, coaching, development and succession planning.
• Proficiency in operational systems such as DCS, reservation systems, reporting platforms and monitoring systems.
• Experience in operational transformation, digitalisation, automation or AI-enabled improvement is an asset.

What we offer

• Discounted domestic and international flight tickets, including first-degree family members, and discounted flights with contracted airlines.
• Private health insurance and food voucher.
• Company car allowance and remote working allowance.
• Flexible working hours on certain days.
• Social activity clubs and a kindergarten opportunity for female employees in Istanbul, Izmir and Antalya.
• Performance-based bonus system.