Senior Manager, Customer Operations

Piedmont Airlines; Charlotte (NC); On-site; USD 64,000 - 78,000; Full time

Benefits offered by this job

Paid training

Holiday pay

401(k)

Vacation

Family travel on AA network

Medical and dental

Job summary

Piedmont Airlines is seeking a Senior Manager, Customer Operations in our Ground Handling Department in Charlotte, NC. The role focuses on managing operational activities, safety, staffing, and procedural compliance to maintain service excellence.

The successful candidate will have 2 years of airline management experience, a college degree or equivalent, and strong leadership, budgeting, and communication skills. Travel and shift coverage are required in a dynamic airport environment.

Qualifications

• Two (2) years of airline management experience.
• College degree from an accredited college, or equivalent experience.
• Proven success as a Team Leader with ability to preplan manpower and equipment.
• Experience in Winter Operations and De-Icing Guidelines.
• Proven ability to manage budgets, facilities, and equipment.
• Ability to work independently, set and meet own deadlines.
• Excellent verbal and written communication skills.
• Able to defuse conflicts among team members.
• Familiarity with Microsoft Office Suite.

Responsibilities

• Prepare reports and records for department leadership.
• Coordinate department activities to ensure efficiency and economy.
• Evaluate, develop, and improve practices and procedures.
• Monitor and analyze costs and budget preparation.
• Hire, coach, and provide career development to the team.
• Correct non-compliant behavior and impose disciplinary action as required.
• Manage a team with varied duties to include duty managers, supervisors, and agents.

Skills

Airline management experience

Team leadership

Budget management

Communication skills

Independent worker / self-motivated

Conflict resolution

Aviation operations knowledge

Education

College degree or equivalent experience

Tools

Microsoft Office Suite

Job description

Charlotte, NC

Full time

R1014330

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 professional to join our team as a Senior 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 Department Manager, Customer Operations.

Essential Duties:

• Prepare reports and records for department leadership
• Coordinate department activities to ensure efficiency and economy
• Evaluate, develop, and improve practices and procedures
• Monitor and analyze costs and budget preparation
• Hire, coach, and provide career development to the team
• Correct non-compliant behavior and impose disciplinary action as required
• Manage a team with varied duties to include duty managers, supervisors, and agents

Job Qualifications and Competencies:

• Two (2) years of airline management experience and working knowledge of AOA environment
• College degree from an accredited college, or equivalent experience
• Proven success as a Team Leader with ability to preplan manpower and equipment
• Experience in Winter Operations and De-Icing Guidelines
• Proven ability to manage budgets, facilities, and equipment
• Ability to work independently, set and meet own deadlines
• Excellent verbal and written communication skills
• Able to defuse conflicts among team members
• Familiarity with Microsoft Office Suite

Preferred Qualifications:

• Previous management experience in an airline hub environment
• Knowledge of company budgeting, policies, and procedures
• Previous experience working in a contract environment

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
• All shifts including weekends, nights, holidays and/or irregular shifts
• Some travel may be required

Physical Requirements:

• Frequent stooping, bending, kneeling, walking, standing, reaching, lifting, climbing up and down stairs
• Handle objects up to 70 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:

$71,000.00/Annual Salary

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 15, 2026

Our team is a diverse group of people, all with a passion for aviation. We strive for excellence, and recognize that everyone – no matter which job title they hold – is responsible for our success. We celebrate our accomplishments together and learn from our mistakes. We hold each other accountable. We work as a team. We care for each other. We are Piedmont.

If you need a reasonable accommodation for any part of the application process, please email us at [e-mail]