Duty Manager, Customer Operations Specialist

4 days ago


Philadelphia, Pennsylvania, United States Piedmont Airlines Full time

About the Role:

Piedmont Airlines is seeking a highly motivated and experienced professional to join our team as a Duty Manager, Customer Operations. As a key member of our Ground Handling Department, you will be responsible for overseeing the daily completion of below-the-wing functions for all units, including baggage and cargo handling, cabin maintenance, and operating motorized vehicles and equipment.

Key Responsibilities:

  • Ensure seamless execution of daily operations, prioritizing customer satisfaction and company goals.
  • Coach and develop team members, fostering a culture of excellence and continuous improvement.
  • Implement corrective actions and disciplinary measures as necessary, maintaining a positive and productive work environment.
  • Develop and maintain a deep understanding of corporate culture, policies, and goals, integrating them into daily work routines.
  • Manage operational activities in accordance with established policies and procedures, ensuring compliance and efficiency.
  • Lead a diverse team, including unit managers, supervisors, and agents, providing guidance and support as needed.
  • Perform administrative duties, including daily, weekly, and monthly reports, to ensure accurate tracking and analysis of departmental performance.

Requirements and Qualifications:

  • Previous airline management experience and working knowledge of Airport Operations Area (AOA) environments.
  • Proven success as a Team Leader, with the ability to preplan manpower and equipment.
  • Ability to work independently, set and meet deadlines, and adapt to changing priorities.
  • Excellent communication and interpersonal skills, with the ability to work effectively with all levels of management and support staff.
  • Able to defuse conflicts and maintain a positive team dynamic.
  • Familiarity with Microsoft Office Suite and ability to learn new software applications.
  • Flexible schedule, including weekends, nights, holidays, and irregular shifts.

Preferred Qualifications:

  • Previous management experience in a hub environment.
  • Extensive knowledge of QIK and Sabre systems.
  • Bachelor's degree in aviation, business, or a related field.

Work Environment:

  • Standard office environment, with use of telephones, computers, and other office equipment.
  • Airport ramp environment, subject to varied weather conditions and elevated noise levels.

Physical Requirements:

  • Frequent stooping, bending, kneeling, walking, standing, reaching, lifting, and climbing stairs.
  • Ability to handle objects up to 70 pounds.
  • Assist passengers with disabilities, including pushing wheelchairs.


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