Customer Care Unit Lead, Ground Ops

Piedmont Airlines, Inc.; Washington (District of Columbia); On-site; USD 61,000 - 70,000; Full time

Benefits offered by this job

Paid training

Holiday pay

401(k)

Vacation

Family travel on network

Job summary

Piedmont Airlines, Inc. is seeking a Unit Manager, Customer Care in our Ground Handling Department. This role leads a team to ensure top-notch passenger service, manages staffing, and enforces policy compliance.

The position reports to the Department Manager, Customer Care and supports airport operations with a focus on boarding and customer care. The ideal candidate will have proven team leadership experience, strong communication skills, and proficiency with Microsoft Office and airline

Qualifications

• Proven success as a Team Leader with ability to preplan manpower and equipment.
• Ability to work independently, set and meet own deadlines.
• Ability to work well with all levels of management and support staff.
• Able to defuse conflicts among team members.
• Familiarity with Microsoft Office Suite.
• Prior experience with internal controls processes for accountable items.

Responsibilities

• Keep both the company goals and customer expectations in mind when overseeing daily operations.
• Coach and provide career development to the staff.
• Correct non‑compliant behavior and impose corrective action as required.
• Understand the corporate culture, policies, and goals, and take measures to implement these into daily work routines.
• Manage the operational activities of the department in accordance with established policies and procedures.
• Manage a team with varied duties to include supervisors and agents.
• Administrative duties to include daily/weekly/monthly reports.
• Responsible for staff scheduling to include work assignments/rotations, employee breaks, overtime assignment, and back up for absent employees.
• Conduct employee performance reviews.

Skills

Team Leader

Manpower planning

Customer care coordination

Conflict resolution

Microsoft Office

Education

Bachelor's Degree in Aviation, Business, or related field

Tools

QIK

Sabre

Internal Controls Manual (ICM)

Job description

Piedmont Airlines, Inc. is seeking a Unit Manager, Customer Care in our Ground Handling Department. This role leads a team to ensure top-notch passenger service, manages staffing, and enforces policy compliance.

The position reports to the Department Manager, Customer Care and supports airport operations with a focus on boarding and customer care. The ideal candidate will have proven team leadership experience, strong communication skills, and proficiency with Microsoft Office and airline