Unit Manager, Customer Care

Piedmont Airlines; Arlington (VA); On-site; USD 61,000 - 70,000; Full time

Job summary

Piedmont Airlines is seeking a Unit Manager, Customer Care to lead our Ground Handling team. You will oversee daily operations, coach staff, schedule personnel, and ensure adherence to policies and internal controls.

The role requires proactive leadership, conflict resolution, and strong collaboration with management to meet service goals. Located in the Arlington area, this on-site position emphasizes safety, efficiency, and excellent customer service in a dynamic airport environment.

Qualifications

• Proven success as a Team Leader with ability to preplan manpower and equipment.
• Ability to work independently and meet deadlines.
• Experience working with all management levels and staff.
• Familiarity with Microsoft Office Suite.
• Bachelor’s Degree in Aviation, Business, or related field.

Responsibilities

• Manage departmental operations per policies and procedures.
• Coach and develop staff; provide career development.
• Impose corrective action for non-compliance; reinforce culture and goals.
• Oversee staff scheduling, assignments, breaks, overtime, and back-up coverage.
• Prepare and review daily/weekly/monthly reports.
• Conduct employee performance reviews.
• Handle administrative duties and ensure compliance with internal controls.

Skills

Team leadership

Manpower planning

Conflict resolution

Independent worker

MS Office

Education

Bachelor’s degree in Aviation or Business

Tools

QIK

Sabre

Internal Controls Manual (ICM)

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 Unit Manager, Customer Care 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, in a unit where the focus is on assisting passengers with boarding flights. The successful candidate will have proven success as a team leader with the ability to preplan manpower and equipment. This position will report to the Department Manager, Customer Care.Essential Duties:Keep both the company goals and customer expectations in mind when overseeing daily operationsCoach and provide career development to the staffCorrect non-compliant behavior and impose corrective action as requiredUnderstand the corporate culture, policies, and goals, and take measures to implement these into daily work routinesManage the operational activities of the department in accordance with established policies and proceduresManage a team with varied duties to include supervisors and agentsAdministrative duties to include daily/weekly/monthly reportsResponsible for staff scheduling to include work assignments/rotations, employee breaks, overtime assignment, and back up for absent employeesConduct employee performance reviewsJob Qualifications and Competencies:Proven success as a Team Leader with ability to preplan manpower and equipmentAbility to work independently, set and meet own deadlinesAbility to work well with all levels of management and support staffAble to defuse conflicts among team membersFamiliarity with Microsoft Office SuitePrior experience with internal controls processes for accountable itemsPreferred Qualifications:Two (2) years of supervisory experience in both Ramp and Customer ServiceWorking knowledge of Airport Operations Area (AOA) environmentExtensive knowledge of QIK, Sabre, and the Internal Controls Manual (ICM)Bachelor’s Degree in Aviation, Business, or related fieldWork Environment:Use of computers and other office equipmentAirport terminal environment, subject to varied weather conditions and elevated noise levelsAll shifts including weekends, nights, holidays and/or irregular shiftsPhysical Requirements:Frequent stooping, bending, kneeling, walking, standing, reaching, lifting, climbing up and down stairsHandle objects up to 70 poundsAssist passengers with disabilities, including, but not limited to, pushing wheelchairsThe 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:$60,500.00/Annual Salary - 70,000.00/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:November 4, 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.