Unit Manager, Customer Operations

Piedmont Airlines; Charlotte (NC); On-site; USD 49,000 - 60,000; 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 in Charlotte, NC is seeking a Unit Manager, Customer Operations for Ground Handling to lead a diverse team. You will preplan manpower and equipment, coach staff, and ensure safe, efficient operations in a fast-paced environment.

This role reports to the Department Manager and requires a strong leader who can drive performance and uphold company standards. Essential duties include supervising supervisors and agents, managing schedules, producing reports, and conducting

Qualifications

• Proven success as a Team Leader with ability to preplan manpower and equipment.
• Ability to work independently and meet deadlines.
• Ability to work with all levels of management and staff.
• Capable of diffusing conflicts among team members.
• Familiarity with Microsoft Office Suite and reporting.
• Experience with internal controls for accountable items.

Responsibilities

• Oversee daily operations with focus on safety and customer service.
• Coach staff and provide career development opportunities.
• Enforce policy compliance and implement corrective actions.
• Align operations with company culture, goals, and daily routines.
• Manage a team including supervisors and agents with scheduling.
• Prepare and review daily/weekly/monthly reports.
• Conduct performance reviews and monitor staff performance.

Skills

Team Leadership

Manpower Planning

Staff Coordination

Conflict Resolution

Microsoft Office

Internal Controls

Education

Bachelors in Aviation/Business

Tools

QIK

Sabre

ICM

Job description

Charlotte, NC

Full time

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 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 in a unit where focus is on safe equipment handling and staffing. The Unit Manager coaches and provides career development to the team as part of managing a team with various duties to include supervisors and agents. 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 Operations.

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 a team with various 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 ramp 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 paid training, holiday pay, 401(k), vacation, and family travel on the American Airlines network. Medical and dental available.

Starting Rate:

$54,500.00/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:

November 9, 2026

Please 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.

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]