Unit Manager, Customer Operations

Austin Community College; Piedmont (CA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Paid training

401(k)

Vacation benefits

Family travel on the American Airlines network

Medical and dental available

Medical & dental

Job summary

A leading aviation company in Piedmont is seeking a Unit Manager for Customer Operations to oversee daily operations, coach staff, and ensure compliance with company standards. Ideal candidates will possess strong leadership skills with experience in ramp and customer service environments. The role involves staffing management, performance reviews, and administrative duties. A Bachelor’s Degree in a related field and familiarity with aviation operations is preferred, along with the ability to handle physical requirements of the position.

Qualifications

• Two years of supervisory experience in both Ramp and Customer Service.
• Ability to work independently and meet deadlines.
• Familiarity with internal controls processes for accountable items.
• Ability to preplan manpower and equipment.
• Proficient with Microsoft Office.
• Knowledge of internal controls processes.

Responsibilities

• Oversee daily operations while meeting company goals and customer expectations.
• Provide career development and coaching to staff.
• Manage scheduling and staff performance reviews.
• Align daily work with company culture, policies and goals.
• Manage a team including supervisors and agents.
• Prepare daily/weekly/monthly reports.
• Schedule staff and manage shifts, overtime, and absences.
• Conduct performance reviews.

Skills

Team Leadership

Conflict Resolution

Microsoft Office Suite

Conflict resolution

Microsoft Office

Internal controls knowledge

Education

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

Tools

QIK

Sabre

Internal Controls Manual (ICM)

Job description

Overview

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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.

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 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

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
• 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

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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