Senior Director, Customer Service

Piedmont Airlines; Washington; On-site; USD 138,000 - 152,000; Full time

Benefits offered by this job

Bonuses based on performance

Job summary

Piedmont Airlines is seeking a Senior Director, Customer Service in the Ground Handling Department to lead a team across station operations, safety, facilities, and labor relations. The role emphasizes compliance, customer focus, and performance accountability at a hub location, reporting to the Station Director, Ground Handling.

The ideal candidate will have extensive airline leadership experience, strong communication skills, and deep knowledge of aviation ground handling policies and

Qualifications

• 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 FAA, TSA, OSHA, and other industry regulations.
• Familiarity with Microsoft Office Suite.

Responsibilities

• 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.

Skills

Leadership

Communication

Ground handling policy

Budgeting

Regulatory knowledge (FAA/TSA/OSHA)

Labor relations & bargaining

Hub operations

MS Office

Education

Bachelor's degree in aviation or business

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 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

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

• Work weekends, nights, holidays and/or irregular shifts

• Extensive travel is required

Physical Requirements:

• Occasional lifting up to 25 pounds

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 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.

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

Job Application Deadline:

October 2, 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.