Unit Manager, Customer Care

Piedmont Airlines, Inc.; Washington (District of Columbia); On-site; USD 61,000 - 70,000; Full time

Benefits offered by this job

Paid training

Holiday pay

401(k)

Vacation

Family travel on network

Job summary

Piedmont Airlines, Inc. is seeking a Unit Manager, Customer Care in our Ground Handling Department. This role leads a team to ensure top-notch passenger service, manages staffing, and enforces policy compliance.

The position reports to the Department Manager, Customer Care and supports airport operations with a focus on boarding and customer care. The ideal candidate will have proven team leadership experience, strong communication skills, and proficiency with Microsoft Office and airline

Qualifications

• 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.

Responsibilities

• 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.

Skills

Team Leader

Manpower planning

Customer care coordination

Conflict resolution

Microsoft Office

Education

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

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 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 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:

• 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)

I n addition to a competitive salary, we offer bonuses awarded in accordance with company policies and applicable criteria.

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.

Job Application Deadline: November 4, 2026.