Senior Director, Customer Service

Piedmont Airlines, Inc.; Arlington (VA); On-site; USD 138,000 - 152,000; Full time

Job summary

Piedmont Airlines, Inc. is seeking a Senior Director, Customer Service for the Ground Handling Department at a hub location in the Arlington area. The role focuses on compliance, caring for teams, and achieving operational excellence while setting performance goals and driving metrics.

You will lead managers, supervisors, and agents, with heavy emphasis on labor relations, budgeting, and safety compliance. Ideal candidates bring five years of senior airline leadership, strong communication, and

Qualifications

• Five years of senior-level leader experience with an airline.
• Excellent communication and strong relationship-building skills.
• Extensive knowledge of aviation ground handling policy and CBAs; experience collaborating with labor groups.
• Budgeting principles and standard guidelines.
• Thorough understanding of FAA, TSA, OSHA, and other industry regulations.

Responsibilities

• Oversee station labor relations, operations efficiencies, maintenance, facilities, safety, and security.
• Coach and provide career development to the staff.
• Understand and implement corporate policies and goals into daily routines.
• Manage a team including department managers, duty managers, unit managers, supervisors, and agents.
• Prepare and review daily/weekly/monthly reports.
• Conduct employee performance reviews.

Skills

Leadership experience

Communication

Budgeting

Operations knowledge

Aviation ground handling knowledge

Labor relations

FAA/TSA/OSHA regulations

Education

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

Tools

Microsoft Office Suite

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 Director, Customer Service in our Ground Handling Department. The primary responsibility of the position is to promote a culture of compliance and caring for team members while setting performance goals and maintaining a consistent focus on operational excellence in a Hub location. This person will have proven leadership skills, be an excellent communicator, and possess strong relationship building skills. Technical skills such as budgeting and operations knowledge are essential to this position. This position will report to the Station Director, Piedmont Ground Handling.Essential Duties:Oversee station labor relations, operations efficiencies, maintenance, facilities, safety, and securityKeep company goals and customer expectations in mind when overseeing daily operationsCoach and provide career development to the staffUnderstand the corporate culture, policies, and goals, and take measures to implement these into daily work routinesManage a team with varied duties to include department managers, duty managers, unit managers, supervisors, and agentsAdministrative duties to include daily/weekly/monthly reportsConduct employee performance reviewsJob Qualifications and Competencies:Functional knowledge of airport hub operationsFive (5) years of senior level leader experience with an airlineProven success of leading people in a fast-paced environmentExcellent communication and strong relationship building skillsExtensive knowledge of aviation ground handing policy, a thorough understanding of collective bargaining agreements, and experience collaborating with labor groupsExperience with budgeting principals and standard guidelinesThorough understanding of Federal Aviation Administration (FAA), Transportation Security Administration (TSA), Occupational Safety and Health Administration (OSHA), and other industry regulationsFamiliarity with Microsoft Office SuitePreferred Qualifications:Bachelor’s degree in aviation, business, or another related fieldWork Environment:Standard office environment, use of telephones, computers, and other office equipmentAirport ramp environment, subject to varied weather conditions and elevated noise levelsWork weekends, nights, holidays and/or irregular shiftsExtensive travel is requiredPhysical Requirements:Occasional lifting up to 25 poundsThe 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 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:$138,000.00/Annual Salary - 152,000.00/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.