Customer Care Unit Manager — Ground Ops Leader

Piedmont Airlines; Arlington (VA); On-site; USD 61,000 - 70,000; Full time

Job summary

Piedmont Airlines is seeking a Unit Manager, Customer Care to lead our Ground Handling team. You will oversee daily operations, coach staff, schedule personnel, and ensure adherence to policies and internal controls.

The role requires proactive leadership, conflict resolution, and strong collaboration with management to meet service goals. Located in the Arlington area, this on-site position emphasizes safety, efficiency, and excellent customer service in a dynamic airport environment.

Qualifications

• Proven success as a Team Leader with ability to preplan manpower and equipment.
• Ability to work independently and meet deadlines.
• Experience working with all management levels and staff.
• Familiarity with Microsoft Office Suite.
• Bachelor’s Degree in Aviation, Business, or related field.

Responsibilities

• Manage departmental operations per policies and procedures.
• Coach and develop staff; provide career development.
• Impose corrective action for non-compliance; reinforce culture and goals.
• Oversee staff scheduling, assignments, breaks, overtime, and back-up coverage.
• Prepare and review daily/weekly/monthly reports.
• Conduct employee performance reviews.
• Handle administrative duties and ensure compliance with internal controls.

Skills

Team leadership

Manpower planning

Conflict resolution

Independent worker

MS Office

Education

Bachelor’s degree in Aviation or Business

Tools

QIK

Sabre

Internal Controls Manual (ICM)

Job description

Piedmont Airlines is seeking a Unit Manager, Customer Care to lead our Ground Handling team. You will oversee daily operations, coach staff, schedule personnel, and ensure adherence to policies and internal controls.

The role requires proactive leadership, conflict resolution, and strong collaboration with management to meet service goals. Located in the Arlington area, this on-site position emphasizes safety, efficiency, and excellent customer service in a dynamic airport environment.