Senior Department Manager, Customer Care

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 Senior Department 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, where the focus is on assisting passengers with boarding flights. The successful candidate will have two years of airline management experience and working knowledge of Airport Operations Area (AOA) environments. This position will report to the Director, Customer Service. 

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 disciplinary 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 shift managers, supervisors, and agents

• Administrative duties to include daily/weekly/monthly reports

Job Qualifications and Competencies:

• Two (2) years of airline management experience and working knowledge of AOA environment

• Experience with QIK/Sabre

• Proven success as a Team Leader with ability to preplan manpower and equipment

• Proven ability to manage budgets, facilities, and equipment

• Ability to work independently, set and meet own deadlines

• Ability to work well with all levels of management and support staff

• Excellent verbal and written communication skills

• Ability to defuse conflicts among team members

• Familiarity with Microsoft Office Suite

• Prior experience with internal controls processes for accountable items

• Flexible schedule

Preferred Qualifications:

• Four-year business-related degree from an accredited college, or three years managerial experience in hub operations, or two years of station management experience

• Previous management experience in a hub environment

• Extensive knowledge of QIK, Sabre

Work Environment:

• Standard office environment, use of telephones, 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

• Some travel may be required

Physical Requirements:

• Occasional lifting up to 25 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:

$93,000.00/Annual Salary - 105,000.00/Annual Salary (Based on locale and experience)

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.

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

Job Application Deadline:

October 2, 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.