Department Manager, Customer Operations

Piedmont Airlines, Inc.; Phoenix (AZ); On-site; USD 71,000 - 95,000; Full time

Job summary

Piedmont Airlines, Inc. seeks a Department Manager, Customer Operations for the Ground Handling Department in Phoenix, AZ. The role focuses on managing daily operations, ensuring safe handling, and staff development under established policies.

Collaboration with Customer Service leadership and airline partners is essential. Requirements include two years of airline management experience and familiarity with AOA environments.

Qualifications

• Two (2) years of airline management experience or equivalent leadership experience in an operations environment.
• Proven success as a Team Leader with ability to preplan manpower and equipment.
• Proven ability to manage budgets, facilities, and equipment.
• Excellent verbal and written communication skills; ability to defuse conflicts.

Responsibilities

• Oversee daily operations of the Ground Handling Department in line with policies and procedures.
• Coach and develop staff, including Shift Managers, Supervisors, and Agents.
• Monitor budgets, facilities, and equipment; ensure compliance with safety and security standards.
• Prepare daily/weekly/monthly reports and evaluate performance against targets.
• Collaborate with other departments and airline partners to ensure smooth operations.

Skills

Airline management experience

Team leadership

Budget and facilities management

Communication skills

Education

Bachelor's degree in business or related field

Tools

QIK

Sabre

Microsoft Office

Job description

We can’t wait to share our passion for aviation with you! Join a team that works hard, cares for each other and offers plenty of opportunities to grow.At Piedmont Airlines, our strength is the way we deliver industry-leading service to our customers and airline partners. To continue our standard of excellence, Piedmont is seeking a motivated, reliable leader to join our team as a Department Manager, Customer Operations in our Ground Handling Department. The primary responsibility of the position is to manage the operational activities of the department in accordance with established policies and procedures, where focus is on safe equipment handling and staffing. The successful candidate will have two years of airline management experience and working knowledge of Airport Operations Area (AOA) environments. This position will report to the Director, Customer Service.Essential Duties:Keep company goals and customer expectations in mind when overseeing daily operationsCoach and provide career development to the staffCorrect non-compliant behavior and impose disciplinary action as requiredUnderstand the corporate culture, policies, and goals, and take measures to implement these into daily work routinesManage the operational activities of the department in accordance with established policies and proceduresManage a staff with varied duties to include Shift Managers, Supervisors, and AgentsAdministrative duties include daily/weekly/monthly reportsJob Qualifications and Competencies:Two (2) years of airline management experience and working knowledge of AOA environmentProven success as a Team Leader with ability to preplan manpower and equipmentProven ability to manage budgets, facilities, and equipmentAbility to work independently, set and meet own deadlinesAbility to work well with all levels of management and support staffExcellent verbal and written communication skillsAbility to defuse conflicts among team membersFamiliarity with Microsoft Office SuitePrior experience with internal controls processes for accountable itemsFlexible schedulePreferred Qualifications:Four-year business-related degree from an accredited college, or three years managerial experience in hub operations, or two years of station management experiencePrevious management experience in a hub environmentExperience with airport winter operations and de-icing guidelinesExtensive knowledge of QIK, SabreWork Environment:Standard office environment, use of telephones, computers, and other office equipmentAirport ramp environment, subject to varied weather conditions and elevated noise levelsAll shifts including weekends, nights, holidays and/or irregular shiftsPhysical Requirements:Occasional lifting up to 25 poundsAssist passengers with disabilities, including, but not limited to, pushing wheelchairsThe above statements provide a brief description of the general nature of work performed and are not intended to be a complete list of responsibilities, duties, and skills required for this position. Duties and expectations are subject to change as needed.Employment is contingent upon a valid driver’s license and clear driving record, 10-year Criminal History Records Check, and drug screen as required. We also require proof of high school or GED completion. Minimum 18 years of age.Benefit package includes paid training, holiday pay, 401(k), vacation, and family travel on the American Airlines network. Medical and dental available.Starting Rate:$71,000.00/Annual SalaryPiedmont Airlines, Inc. is committed to recruiting, hiring, training, and making all employment decisions based on business needs and job-related qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, veteran status, genetic information, or any other legally protected characteristic.In addition to a competitive salary, we offer bonuses awarded in accordance with company policies and applicable criteria.Job Application Deadline:October 7, 2026Please note that job postings expire at 11:59 PM Eastern Standard Time on the day before the job application deadline. Ensure your application is submitted on time to be considered for the position.