Unit Manager, Customer Care

Piedmont Airlines; Charlotte, Northern (NC, KY); Hybrid; USD 47,000 - 57,000; Full time

Benefits offered by this job

Paid training

401(k)

Vacation

Family travel

Medical benefits

Job summary

Piedmont Airlines in Charlotte, NC is seeking a Unit Manager, Customer Care to lead the Ground Handling Department. You will oversee daily operations, manage a team of supervisors and agents, and ensure service standards align with company goals.

The role requires a proven track record as a team leader, two years of supervisory experience in Ramp and Customer Service, and strong command of MS Office. Starting rate around $52,000 with benefits including training, 401(k), vacation, and travel

Qualifications

• Two years of supervisory experience in Ramp and Customer Service.
• Familiarity with Airport Operations Area (AOA) environment.
• Experience with internal controls processes for accountable items.
• Proven ability to coach and develop staff.

Responsibilities

• Oversee daily operations of the Customer Care unit in Ground Handling.
• Coach and develop staff, and manage performance.
• Schedule staff, shifts, rotations, and back‑ups for absences.
• Prepare regular reports and ensure policy compliance.
• Coordinate with management and support teams to meet goals.

Skills

Team leadership

Staff scheduling

Conflict resolution

Microsoft Office

Communication

Education

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

Tools

QIK

Sabre

Internal Controls Manual (ICM)

Job description

## Unit Manager, Customer CareApply: Charlotte, NC: Full time: Posted Today: End Date: October 6, 2026 (13 days left to apply): R1014263*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 operations* Coach and provide career development to the staff* Correct non-compliant behavior and impose corrective action as required* Understand the corporate culture, policies, and goals, and take measures to implement these into daily work routines* Manage the operational activities of the department in accordance with established policies and procedures* Manage a team with varied duties to include supervisors and agents* Administrative duties to include daily/weekly/monthly reports* Responsible for staff scheduling to include work assignments/rotations, employee breaks, overtime assignment, and back up for absent employees* Conduct employee performance reviews**Job Qualifications and Competencies:*** Proven success as a Team Leader with ability to preplan manpower and equipment* Ability to work independently, set and meet own deadlines* Ability to work well with all levels of management and support staff* Able to defuse conflicts among team members* Familiarity with Microsoft Office Suite* Prior experience with internal controls processes for accountable items**Preferred Qualifications:*** Two (2) years of supervisory experience in both Ramp and Customer Service* Working knowledge of Airport Operations Area (AOA) environment* Extensive knowledge of QIK, Sabre, and the Internal Controls Manual (ICM)* Bachelor’s Degree in Aviation, Business, or related field**Work Environment:*** Use of computers and other office equipment* Airport terminal environment, subject to varied weather conditions and elevated noise levels* All shifts including weekends, nights, holidays and/or irregular shifts**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 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:**$52,000.00/Annual Salary