Unit Manager, Customer Operations

Piedmont Airlines•Philadelphia, PA

9d•Onsite

About The Position

Piedmont Airlines is seeking a Unit Manager, Customer Operations for its Ground Handling Department. The role manages the department’s operational activities according to established policies and procedures, with a focus on safe equipment handling and staffing. The manager oversees a team that includes supervisors and agents, coaches employees, and supports their career development. The position reports to the Department Manager, Customer Operations. The role includes overseeing daily operations with company goals and customer expectations in mind; managing staff scheduling, work assignments, rotations, breaks, overtime, and coverage for absent employees; completing administrative reports; addressing non-compliant behavior; and conducting employee performance reviews. The successful candidate is a proven team leader who can plan manpower and equipment, work independently, and collaborate effectively across management and support teams. Work takes place in an airport ramp environment with variable weather and elevated noise, as well as around computers and other office equipment. The position may involve all shifts, including weekends, nights, holidays, or irregular shifts. Physical duties include frequent stooping, bending, kneeling, walking, standing, reaching, lifting, and stair climbing; handling objects up to 70 pounds; and assisting passengers with disabilities, including pushing wheelchairs. Employment is contingent on a valid driver’s license and clear driving record, a 10-year Criminal History Records Check, and a drug screen. Applicants must be at least 18 and provide proof of high school or GED completion. The starting rate is $55,000 per year. Applications are due November 11, 2026.

Requirements

Proven success as a team leader, with the ability to preplan manpower and equipment.
Ability to work independently and set and meet deadlines.
Ability to work well with all levels of management and support staff.
Ability 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.
Successful 10-year Criminal History Records Check and drug screen, as required.
Proof of high school or GED completion.
Minimum age of 18.
Ability to meet the physical demands of the role, including handling objects up to 70 pounds and assisting passengers with disabilities.

Nice To Haves

Two years of supervisory experience in both Ramp and Customer Service.
Working knowledge of the Airport Operations Area (AOA) environment.
Extensive knowledge of QIK, Sabre, and the Internal Controls Manual (ICM).
Bachelor’s degree in Aviation, Business, or a related field.

Responsibilities

Oversee daily operations while considering company goals and customer expectations.
Coach staff and provide career development.
Correct non-compliant behavior and impose corrective action as required.
Implement the company’s culture, policies, and goals in daily work routines.
Manage a team that includes supervisors and agents.
Complete daily, weekly, and monthly reports.
Schedule staff, including work assignments and rotations, employee breaks, overtime, and coverage for absent employees.
Conduct employee performance reviews.
Plan manpower and equipment.