Duty Manager, Customer Care

Piedmont Airlines, Inc.; Charlotte (NC); On-site; USD 61,000 - 75,000; Full time

Benefits offered by this job

Paid training

Holiday pay

401(k)

Vacation

Family travel on American Airlines net

Medical and dental

Job summary

Piedmont Airlines, Inc. is seeking a Duty Manager, Customer Care in Ground Handling to oversee daily above-the-wing operations and lead a team of managers, supervisors, and agents.

This role emphasizes coaching, discipline, and adherence to policies while maintaining service standards across shifts. The ideal candidate has airline management experience, knowledge of AOA environments, and proficiency with MS Office.

Qualifications

• Previous airline management experience required.
• Ability to coach and develop the team.
• Strong understanding of Airport Operations Area (AOA).
• Proficient in Microsoft Office Suite.
• Able to work flexible shifts, including weekends or nights.

Responsibilities

• Oversee daily operations and align with company goals and customer expectations.
• Coach and develop the team; provide feedback and performance management.
• Correct non-compliant behavior and take disciplinary action as needed.
• Implement corporate policies and goals into daily routines.
• Manage department activities per policies; supervise managers, supervisors and agents.
• Prepare and submit daily/weekly/monthly reports.

Skills

Airline management experience

Team leadership

AOA environment knowledge

Microsoft Office

Flexible schedule

Education

Bachelor's degree in aviation or business

Tools

QIK

Sabre

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 Duty Manager, Customer Care in our Ground Handling Department . The primary responsibility of the position is overseeing the daily completion of above-the-wing functions for all units. These functions include assisting passengers with boarding the aircraft and operating equipment. The successful candidate will have previous airline management experience and working knowledge of Airport Operations Area (AOA) environments. This position will report to the Department Manager, Customer Care.

Essential Duties:

• Keep company goals and customer expectations in mind when overseeing daily operations
• Coach and provide career development to the team
• Correct non-compliant behavior and impose disciplinary 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 unit managers, supervisors, and agents
• Administrative duties to include daily/weekly/monthly reports

Job Qualifications and Competencies:

• Previous airline management experience and working knowledge of AOA environment
• 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
• Flexible schedule

Preferred Qualifications:

• Previous management experience in an airline hub environment
• Extensive knowledge of QIK, Sabre
• Bachelor's degree in aviation, business, or another related field

Work Environment:

• Standard office environment, use of telephones, computers, and other office equipment
• Airport terminal environment, subject to varied weather conditions and elevated noise levels
• All shifts including weekends, nights, holidays and/or irregular shifts

Physical Requirements:

• Frequent stooping, bending, kneeling, walking, standing, reaching, lifting, climbing up and down stairs
• Handle objects up to 70 pounds
• Assist passengers with disabilities, including, but not limited to, pushing wheelchairs

The 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: $68,000.00/Annual Salary

Piedmont 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.

I n addition to a competitive salary, we offer bonuses awarded in accordance with company policies and applicable criteria.

Job Application Deadline: November 24, 2026 Please 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.