Duty Manager, Customer Care

Piedmont Airlines, Inc.; Phoenix (AZ); On-site; USD 59,000 - 72,000; Full time

Benefits offered by this job

Paid training

Holiday pay

401(k)

Vacation

Family travel

Job summary

Piedmont Airlines, Inc. is seeking a Duty Manager, Customer Care in Ground Handling to oversee daily above-the-wing operations and passenger assistance.

You will coach a diverse team of unit managers, supervisors, and agents, ensuring adherence to policies and company goals while maintaining safety and service standards. The ideal candidate has airline management experience, strong leadership, and the ability to resolve conflicts across all levels.

Qualifications

• Previous airline management experience.
• Proven team leadership with manpower planning ability.
• Ability to work with all levels of management and staff.

Responsibilities

• Oversee daily operations of the department per policies and procedures.
• Coach and develop the team; manage discipline when needed.
• Prepare and analyze daily/weekly/monthly reports.
• Coordinate with unit managers, supervisors, and agents.
• Manage above-the-wing functions and customer service duties.
• Ensure alignment with corporate culture and goals.

Skills

Leadership

Team management

Conflict resolution

Independent work

MS Office proficiency

Flexible schedule

Education

Bachelor's degree in aviation, business, or related field

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: $65,000.00/Annual Salary

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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

Job Application Deadline: September 23, 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.

Our team is a diverse group of people, all with a passion for aviation. We strive for excellence, and recognize that everyone - no matter which job title they hold - is responsible for our success. We celebrate our accomplishments together and learn from our mistakes. We hold each other accountable. We work as a team. We care for each other. We are Piedmont.

If you need a reasonable accommodation for any part of the application process, please email us at [e-mail]