Senior Director, Customer Service

Piedmont Airlines; Washington, Northern (District of Columbia, 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

Job summary

Piedmont Airlines seeks a Senior Director, Customer Service in Washington, DC to lead ground handling operations with a focus on compliance, care for the team, and operational excellence. The role reports to the Station Director and requires strong budgeting, communication, and labor-relations skills.

Ideal candidates have at least five years in senior airline leadership, a solid grasp of aviation policies, CBAs, and the ability to coach a multi-tier team while maintaining high service standards

Qualifications

• Five years of senior level leader experience with an airline.
• Excellent communication and strong relationship building skills.
• Extensive knowledge of aviation ground handing policy and CBAs; experience with labor groups.
• Experience with budgeting principles.
• 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 daily operations.
• Coach and develop staff; manage a diverse team of managers, supervisors and agents.
• Prepare and review daily/weekly/monthly performance reports.
• Ensure compliance with regulations and corporate policies.

Skills

Leadership

Communication

Relationship building

Budgeting

Regulatory knowledge

Ground handling policy

Education

Bachelor’s degree in aviation, business

Tools

Microsoft Office

Job description

## Senior Director, Customer ServiceApply: Washington, DC: Full time: Posted Yesterday: End Date: October 2, 2026 (12 days left to apply): R1014231*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 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.* *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