Senior Department Manager, Customer Care

Piedmont Airlines, Inc.; Arlington (VA); On-site; USD 93,000 - 105,000; Full time

Benefits offered by this job

Paid training

Holiday pay

401(k)

Vacation

Family travel on American Airlines net

Medical and dental available

Job summary

Piedmont Airlines, Inc. seeks a Senior Department Manager, Customer Care to lead the Ground Handling team in Arlington, VA. The role focuses on managing daily operations, aligning with policy, and delivering outstanding service to passengers while coordinating with airline partners.

The ideal candidate has airline management experience, strong leadership, and the ability to develop staff. The position requires flexibility for shifts including nights and weekends.

Qualifications

• Two years of airline management experience and working knowledge of an AOA environment.
• Experience with QIK and Sabre systems; proven leadership in a team setting.
• Ability to preplan manpower and equipment and manage budgets.

Responsibilities

• Oversee daily operations of the Ground Handling department in accordance with policies.
• Coach and develop staff; address non-compliant behavior and disciplinary actions as needed.
• Prepare regular reports and manage budgets, facilities, and equipment.
• Collaborate with management and support staff across the organization.

Skills

Airline management

Team leadership

Budget management

Communication skills

Conflict resolution

Staff development

Supervising staff

Education

Four-year business degree

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 Senior Department Manager, Customer Care 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 the focus is on assisting passengers with boarding flights. 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 both the 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 team with varied duties to include shift managers, supervisors, and agentsAdministrative duties to include daily/weekly/monthly reportsJob Qualifications and Competencies:Two (2) years of airline management experience and working knowledge of AOA environmentExperience with QIK/SabreProven 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 environmentExtensive knowledge of QIK, SabreWork Environment:Standard office environment, use of telephones, computers, and other office equipmentAirport terminal environment, subject to varied weather conditions and elevated noise levelsAll shifts including weekends, nights, holidays and/or irregular shiftsSome travel may be requiredPhysical 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:$93,000.00/Annual Salary - 105,000.00/Annual Salary (Based on locale and experience)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.In addition to a competitive salary, we offer bonuses awarded in accordance with company policies and applicable criteria.Job Application Deadline:October 2, 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.