Unit Manager Customer Care

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.

About the role

The Unit Manager, Customer Care oversees the operational activities of the Ground Handling Department, focusing on assisting passengers with boarding flights. This position reports to the Department Manager, Customer Care.

Responsibilities

• Keep both company goals and customer expectations in mind when overseeing daily operations
• Coach and provide career development to staff
• Correct non-compliant behavior and impose corrective action as required
• Understand and implement corporate culture, policies, and goals into daily work routines
• Manage operational activities in accordance with established policies and procedures
• Lead a team with varied duties, including supervisors and agents
• Handle administrative duties, including daily, weekly, and monthly reports
• Responsible for staff scheduling, including work assignments, rotations, employee breaks, overtime, and backfill for absent employees
• Conduct employee performance reviews

Requirements

• Proven success as a Team Leader with the ability to preplan manpower and equipment
• Ability to work independently, set, and meet 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
• Valid driver’s license and clear driving record
• Pass a 10-year Criminal History Records Check and drug screen
• Proof of high school or GED completion
• Minimum 18 years of age

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 pushing wheelchairs

Benefits

• Paid training
• Holiday pay
• 401(k)
• Vacation
• Family travel on the American Airlines network
• Medical and dental available

Pay

Starting annual salary: $50,000.00 – $55,000.00 (based on locale and experience). Bonuses awarded in accordance with company policies and applicable criteria.