Senior Department Manager, Customer Operations

Austincc; Northern (KY); Hybrid; USD 93,000 - 105,000; Full time

Benefits offered by this job

Paid training

Holiday pay

401(k)

Family travel on American Airlines net

Medical and dental available

Job summary

Piedmont Airlines is seeking a Senior Department Manager, Customer Operations in our Ground Handling Department. The role oversees daily operations, ensures safe handling of equipment, and aligns activities with company policies and service goals.

Two years of airline management experience are required, with strong leadership, budgeting, and communication skills. The position reports to the Director, Customer Service and offers a competitive starting rate, bonuses, and a benefits package.

Qualifications

• Two years of airline management experience required.
• Proven leadership as a team leader with manpower and equipment preplanning.
• Experience in budgeting, facilities, and equipment management.
• Ability to work independently and meet deadlines.
• Strong verbal and written communication skills.
• Ability to defuse conflicts among team members.
• Familiarity with Microsoft Office Suite.
• Experience with internal controls for accountable items.

Responsibilities

• Oversee daily operations of the department in line with policies and goals.
• Coach and develop staff at multiple levels.
• Address non-compliant behavior and apply disciplinary action as needed.
• Implement corporate culture, policies, and goals in daily routines.
• Manage departmental operations and supervise staff including shift managers, supervisors, and agents.
• Handle administrative duties such as reports on a daily/weekly/monthly basis.

Skills

Airline management

Team leadership

Budget management

Independent worker

Communication

Conflict resolution

MS Office

Internal controls

Education

Four-year business degree

Tools

QIK

Sabre

Job description

Senior Department Manager, Customer Operations

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 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.

• Keep company goals and customer expectations in mind when overseeing daily operations
• Coach and provide career development to the staff
• 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 staff with varied duties to include Shift Managers, Supervisors, and Agents
• Administrative duties include daily/weekly/monthly reports

Job Qualifications and Competencies:

• Two (2) years of airline management experience and working knowledge of AOA environment
• Proven success as a Team Leader with ability to preplan manpower and equipment
• Proven ability to manage budgets, facilities, and equipment
• Ability to work independently, set and meet own deadlines
• Ability to work well with all levels of management and support staff
• Excellent verbal and written communication skills
• Ability to defuse conflicts among team members
• Familiarity with Microsoft Office Suite
• Prior experience with internal controls processes for accountable items

Preferred Qualifications:

• Four-year business-related degree from an accredited college, or three years managerial experience in hub operations, or two years of station management experience
• Previous management experience in a hub environment
• Experience with airport winter operations and de-icing guidelines
• Extensive knowledge of QIK, Sabre
• 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:

• Occasional lifting up to 25 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:

$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.