Duty Manager, Customer Operations

Piedmont Airlines; Boston (MA); On-site; USD 58,000 - 67,000; Full time

Benefits offered by this job

Paid training

Holiday pay

401(k)

Vacation

Medical and dental

Job summary

Piedmont Airlines is seeking a Duty Manager, Customer Operations in the Ground Handling Department. You will oversee the daily under-wing functions including baggage, cargo, cabin maintenance, and equipment operations.

You will report to the Department Manager, Customer Operations and lead a team of managers, supervisors, and agents. The role requires airline management experience, strong leadership, and knowledge of AOA environments.

Qualifications

• 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.
• Able to collaborate with all levels of staff and management.
• Familiarity with Microsoft Office Suite.

Responsibilities

• Oversee daily operations of the Ground Handling Department in alignment with company policies.
• Coach and develop team members to meet performance standards.
• Correct non-compliant behavior and implement disciplinary actions as needed.
• Manage departmental activities including reports and performance metrics.
• Coordinate with airport operations and other units to ensure seamless service.

Skills

Team leadership

Conflict resolution

MS Office

Independent work

Flexible schedule

Education

Bachelor's in aviation

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 professional to join our team as a Duty Manager, Customer Operations in our Ground Handling Department. The primary responsibility of the position is overseeing the daily completion of below-the-wing functions for all units. These functions include baggage and cargo handling, cabin maintenance, and operating motorized vehicle and 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 Operations.

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 a 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 ramp 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

$58,000.00/Annual Salary - 67,000.00/Annual Salary (Based on locale and experience)

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.

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

Job Application Deadline

September 4, 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.