Unit Manager, Customer Care

Piedmont Airlines; Charlotte (NC); On-site; USD 50,000 - 70,000; Full time

Job summary

Piedmont Airlines is seeking a Unit Manager for Customer Care to lead operational activities in the Ground Handling Department. This role involves managing staff, ensuring compliance, and enhancing customer service. Ideal candidates will have leadership experience and strong communication skills. Benefits include training, vacation, and travel perks.

Benefits

Paid Training

Holiday Pay

401(k)

Vacation

Medical/Dental Coverage

Family Travel on the American Airlines Network

Qualifications

• Proven success as a team leader with manpower and equipment planning skills.
• Effective communication with all management levels.
• Two years of supervisory experience in Ramp and Customer Service.

Responsibilities

• Oversee daily operations, keeping company goals and customer expectations in mind.
• Coach and develop staff members.
• Conduct employee performance reviews.

Skills

Leadership

Communication

Conflict Resolution

Education

Bachelor’s Degree in Aviation, Business, or related field

Tools

Microsoft Office Suite

QIK

Sabre

Job description

Join to apply for the Unit Manager, Customer Care role at Piedmont Airlines.

At Piedmont Airlines, our strength is the way we deliver industry-leading service to our customers and airline partners. We are seeking a motivated, reliable leader to join our team as a Unit Manager, Customer Care in our Ground Handling Department. The primary responsibility is to manage the operational activities of the department, focusing 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 reports to the Department Manager, Customer Care.

Essential Duties:

• Oversee daily operations, keeping company goals and customer expectations in mind
• Coach and develop staff members
• Correct non-compliant behavior and implement corrective actions
• Implement corporate culture, policies, and goals into daily routines
• Manage operational activities according to established policies and procedures
• Supervise a team including supervisors and agents
• Handle administrative duties such as preparing reports
• Manage staff scheduling, work assignments, breaks, overtime, and backups
• Conduct employee performance reviews

Job Qualifications and Competencies:

• Proven success as a team leader with manpower and equipment planning skills
• Ability to work independently and meet deadlines
• Effective communication with all management levels
• Conflict resolution skills
• Proficiency in Microsoft Office Suite
• Experience with internal controls processes for accountable items

Preferred Qualifications:

• Two years of supervisory experience in Ramp and Customer Service
• Knowledge of Airport Operations Area (AOA)
• Familiarity with QIK, Sabre, and the Internal Controls Manual (ICM)
• Bachelor’s Degree in Aviation, Business, or related field

Work Environment:

• Use of computers and office equipment
• Airport terminal environment with varied weather and noise levels
• All shifts including weekends, nights, holidays, and irregular hours

Physical Requirements:

• Frequent physical activity including stooping, bending, kneeling, walking, standing, reaching, lifting up to 70 pounds, and climbing stairs
• Assist passengers with disabilities, including pushing wheelchairs

Employment is contingent upon a valid driver’s license, clear driving record, background check, drug screening, proof of high school or GED, and being at least 18 years old.

Benefits include paid training, holiday pay, 401(k), vacation, family travel on the American Airlines network, and medical/dental coverage.

We are an equal opportunity employer and consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We also offer bonuses based on company policies and criteria.

Application deadline: May 23, 2025. Ensure your application is submitted on time as postings expire at 11:59 PM EST the day before the deadline.