Senior Director, Customer Service

Austincc; Northern (KY); Hybrid; USD 138,000 - 152,000; Full time

Benefits offered by this job

Paid training

Holiday pay

401(k)

Vacation

Family travel on the American Airlines

Medical and dental available

Job summary

Piedmont Airlines is seeking a Senior Director, Customer Service in the Ground Handling Department. The role leads station teams, drives operational excellence, and champions a culture of compliance while managing budgeting and partner relationships.

Based at a hub location, the Senior Director will oversee labor relations, staff development, safety and security, and reporting. This leadership position reports to the Station Director and requires strong communication and industry knowledge.

Qualifications

• Five (5) years of senior level leader experience with an airline.
• Functional knowledge of airport hub operations.
• Excellent communication and strong relationship building skills.
• Extensive knowledge of aviation ground handing policy and labor relations.
• Experience with budgeting principles and guidelines.
• Thorough understanding of FAA, TSA, OSHA, and other regulations.
• Familiarity with Microsoft Office Suite.

Responsibilities

• Oversee station labor relations, operations efficiencies, maintenance, facilities, safety, and security.
• Coach and provide career development to the staff.
• Understand the corporate culture, policies, and goals, and take measures to implement these into daily work routines
• Manage a team with varied duties to include department managers, duty managers, unit managers, supervisors, and agents
• Administrative duties to include daily/weekly/monthly reports
• Conduct employee performance reviews

Skills

Airport hub operations

Senior leadership

Communication skills

Labor relations

Budgeting

Regulatory knowledge (FAA/TSA/OSHA)

Microsoft Office Suite

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.

• Oversee station labor relations, operations efficiencies, maintenance, facilities, safety, and security
• Keep company goals and customer expectations in mind when overseeing daily operations
• Coach and provide career development to the staff
• Understand the corporate culture, policies, and goals, and take measures to implement these into daily work routines
• Manage a team with varied duties to include department managers, duty managers, unit managers, supervisors, and agents
• Administrative duties to include daily/weekly/monthly reports
• Conduct employee performance reviews

Job Qualifications and Competencies:

• Functional knowledge of airport hub operations
• Five (5) years of senior level leader experience with an airline
• Proven success of leading people in a fast-paced environment
• Excellent communication and strong relationship building skills
• Extensive knowledge of aviation ground handing policy, a thorough understanding of collective bargaining agreements, and experience collaborating with labor groups
• Experience with budgeting principals and standard guidelines
• Thorough understanding of Federal Aviation Administration (FAA), Transportation Security Administration (TSA), Occupational Safety and Health Administration (OSHA), and other industry regulations
• Familiarity with Microsoft Office Suite

Preferred Qualifications:

• Bachelor's degree in aviation, business, or another related field
• Standard office environment, use of telephones, computers, and other office equipment
• Airport ramp environment, subject to varied weather conditions and elevated noise levels
• Work weekends, nights, holidays and/or irregular shifts
• Extensive travel is required

Physical Requirements:

• Occasional lifting up to 25 pounds

Benefit package includes paid training, holiday pay, 401(k), vacation, and family travel on the American Airlines network. Medical and dental available.

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.

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.