Sr. Director, Customer Care

Denver, CO, United States

Why Work for Frontier Airlines?

At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline - it’s our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life. Our successful business model allows travelers to take advantage of our fast-growing route network while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need – saving them money along the way.

What We Stand For

Low Fares Done Right is our mission and we strive to bring it to life every day. Our ‘Done Right’ promise means delivering not only affordable prices, but making travel friendly and easy for our customers. To do this, we put a great deal of care into every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and be pioneers - we’re not afraid to try new things. While our business requires us to fly high in the air, we also consider ourselves down-to-earth in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.

Work Perks

At Frontier, we like to think we’re creating something very special for our team members. Work is why we’re here, but the perks are nice too:

Flight benefits for you and your family to fly on Frontier Airlines

Buddy passes for your friends so they can experience what makes us so great

Discounts throughout the travel industry on hotels, car rentals, cruises and vacation packages

Discounts on cell phone plans, movie tickets, restaurants, luggage and over 2,000 other vendors

Enjoy a ‘Dress for your Day’ business casual environment

Flexible work schedules that support work/life balance

Total Rewards program including a competitive base salary, short term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time and medical/dental/vision insurance that begins the 1st of the month following your hire date.

We play our part to make a difference. The HOPE League, Frontier Airlines’ non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship

Who We Are

Frontier Airlines is committed to offering ‘Low Fares Done Right’ to more than 100 destinations and growing in the United States, Canada, Dominican Republic and Mexico on more than 350 daily flights. Headquartered in Denver, Frontier’s hard-working aviation professionals pride themselves in delivering the company’s signature Low Fares Done Right service to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administration’s 2018 Diamond Award for maintenance excellence and was recently named the industry’s most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies.

What Will You Be Doing?

The Sr. Director, Customer Care will serve as a champion for Frontier’s customers, developing process and programs to anticipate and support customer needs and address customer issues with a positive experience. The position will oversee all contact center and customer relations operations and support the overall customer experience through data insights and technology design. The role will ensure that service levels are consummate with industry standards for responsiveness, quality, cost and most importantly, customer satisfaction. Working with senior management, the role will be a key leader in driving the company’s effort to constantly achieve improvements in the customer experience, by providing real-time and actionable data to the organization and leveraging technology to deliver simple and successful customer experiences.

Essential Functions

Contact Center Operations

Provide Strategic Leadership for long- and short-term strategic direction for contact center operations. Lead business plan development and execution of initiatives.

Lead Operational Oversight of care efforts, establishing a global roadmap based on SLAs and KPIs. Establish and evolve reporting on SLAs, KPIs, and insights. And drive continuous improvement and operational excellence.

Oversee Vendor selection and management. Ensure that vendor performance is optimized to cost and customer efficiency. Ensure vendor risk and compliance is appropriately managed.

Oversee quality customer contact in customer contact via various outlets including call, chat, social media, Whats App, email, and SMS. This includes training, hiring and coaching oversight of agents.

Customer Relations and Consumer Affairs

Manages and leads the team responsible for managing Consumer Affairs including Department of Transportation, Better Business Bureau, Disability Travel, and Risk Management.

Developing effective customer complaint management programs that ensure professional, timely, and equitable feedback/responses, with an eye to resolve the issue to satisfaction.

Identifying customer feedback that can improve customer experience through policy, process, and technology improvements.

Oversee all executive, legal and other escalations, from research to direct resolution.

Customer Experience, Data and Technology

Evolve and manage Customer Care’s Digital Transformation, by applying the best practices in the industry, leading cross-functional teams, effectively managing stakeholder's expectations and becoming an integral trusted advisor for tech initiatives which include virtual customer contact, chat, chatbot, and customer self-service solutions.

Develop data-led insights and programs that help drive continual improvements not only in the customer contact arena, but throughout the Frontier business.

Lead and manage customer satisfaction measures, including NPS and CSAT survey and analysis.

Strategic Leadership

Provide long- and short-term strategic direction for Customer Care operations – including process, vendor and technology selections.

Lead business plan development and execution of initiatives.

Budget Oversight

Align staffing and geographic strategies to efficiently deliver solutions and manage the budget. Explore cost-saving opportunities and initiatives, including people, training and technology solutions.

Team Leadership and Development

Lead team to excellence through clear plans and strategies. Cultivate a positive team environment. Provide ongoing guidance and career development opportunities to direct reports.

Collaboration and Be An Agent for Change

This role will be a leader in the greater organization and will need to successfully Collaborate with senior leadership, and management throughout the company to successfully drive change and improvements in the business. work with airport operations, System Operation Control (SOC) and various internal stakeholders to support flight disruption solutions and communications. Support all corporate efforts to improve the customer experience, reduce complaints, an ensure adherence to other legal and governmental imposed rules.

Qualifications

Bachelor’s degree in business, supply chain, finance, legal or previous business partnership/vendor management required; master’s degree preferred

Minimum 10 years of vendor management and/or call center management experience; prior experience in airline/airport operations preferred

Exceptional writing and communications skills

Experience with workforce software for forecasting, scheduling, and daily operations preferred

Experience managing employees/vendors remotely

Experience managing contact center technologies

Experience managing training from frontline through the escalation path

Demonstrated ability to effectively manage cross-functional relationships and business processes

Knowledge, Skills and Abilities

Strong business acumen with analytical and problem-solving skills

Demonstrated, solid mathematical aptitude

Must be detail oriented and accurate

Demonstrated high level of professionalism and success in previous leadership roles

Strong interpersonal, presentation, and communications skills; ability to articulate ideas and concepts well

Ability to multi-task, handle stress well, and to tactfully manage difficult customer situations

Demonstrated ability to develop and maintain high-performing teams in a matrix environment

Demonstrated thorough knowledge of eWFM, IVR, and other contact center technologies

Ability to travel internationally as needed

Equipment Operated

Standard office equipment, including PC, copier, fax machine, printer

Work Environment

Typical office environment, adequately heated and cooled

May be required to work flexible hours including weekends and holidays

Physical Effort

Generally, not required.

Supervision Received

General Direction: The incumbent normally receives little instruction on day-to-day work and receives general instructions on new assignments.

Positions Supervised

Director, Customer Advocacy

Director CX Digital Transformation

Director, Customer Care

Analyst, Customer Care

Analyst, CR Workforce

Vendor Operations Manager(s)

Range: $156,520.00 - $195,650.00 DOE

Please note: this posting has a closing date of 2/3/2024, midnight MT.

Workplace Policies

At Frontier Airlines, we wholeheartedly support and have a strong commitment to Equal Employment Opportunity (EEO) and Affirmative Action. Frontier is committed to providing equal employment opportunities for all persons regardless of race, color, religion, gender, gender variance, sexual orientation, age, genetic information, martial status, national origin, citizenship status, disability, military, veteran status, and any other basis protected by federal, state, or local laws.

Diversity is an essential part of our success. Our company flourishes because of the unique backgrounds, skills and ideas that our team members contribute every day. We salute and actively recruit veterans. Military experience is valuable and transferable to many of the positions essential to the operations of our airline.

Frontier Airlines is a Zero Tolerance Drug-Free Workplace. All prospective DOT safety-sensitive employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any DOT safety-sensitive job applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with Frontier.

Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change.

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