Director - Baggage Infrastructure & Performance

Frontier Careers • Denver, CO

2d

About The Position

The Director, Baggage Infrastructure & Performance is the enterprise owner of Frontier’s end-to-end baggage ecosystem, responsible for driving system reliability, operational performance, customer outcomes, and infrastructure readiness across all airports and business partners. This leader aligns cross-functional stakeholders to ensure baggage operations are resourced, engineered, compliant, and scalable, while reducing mishandled baggage, claims, and service failures. This role blends airport operations leadership, infrastructure governance, and performance management to ensure Frontier delivers consistent baggage outcomes across stations, including high-growth and infrastructure-constrained environments.

Requirements

• Bachelor's degree required or equivalent work experience
• 10–15+ years of airline, ground handling, or airport operations leadership experience with deep baggage exposure
• Must have extensive experience operating, managing and delivering results in a fully outsourced business partner environment
• Proven leadership in multi-station, multi-business partner environments
• Strong performance management discipline using measurable KPIs
• Experience leading cross-functional teams (Airports, Business Partners, IT, Finance, and SOC)
• Demonstrated ability to operate in high-growth, infrastructure-constrained environments
• Must be highly skilled in above- and below-wing airport operations best practices
• Must have high level of initiative, strong team building skills, excellent communication skills, the ability to teach others leadership techniques and a complete understanding of station management responsibilities.
• Must have proven business acumen in terms of managing capital and budget operations and airport lease administration and agreements.
• Must have a desire to serve others and travel frequently and flexibly
• Must be self-motivated, a good listener, innovative and a teacher
• Current knowledge of the Frontier fleet
• Ability to effectively manage multiple, concurrent projects and priorities
• Ability to demonstrate superior instructional and facilitation skills
• Skill in interpersonal communications, leadership, delegation, collaboration, critical-thinking and problem solving
• Knowledge and understanding of Federal Aviation Administration Regulations, Transportation Security Administration, Department of Transportation, Americans With Disabilities Act, as well as any other regulatory entities
• Frequent (up to 75%)

Nice To Haves

• ULCC or LCC operational leadership experience
• Experience with BHS constraints and airport authority coordination
• Business partner contract performance oversight and enforcement experience
• Strong understanding of baggage tracing, scan compliance, and operational audit controls

Responsibilities

• Own and lead Frontier’s baggage performance strategy across all stations.
• Establish clear operational standards for bag acceptance cutoffs, transfer/make rates, arrival scanning and final-scan compliance, and BSO execution and customer recovery practices.
• Drive sustained reduction in Mishandled Baggage Ratio (MBR), bag claim rates and reimbursements, misconnections, and bags-on-hand aging
• Serve as Frontier’s enterprise leader for baggage infrastructure coordination at airports, including Baggage Handling Systems (BHS), oversize routing, makeup areas, and bag room storage.
• Lead station-level gap assessments and implement improvement plans addressing capacity shortfalls, mechanical failures, and scan-point compliance issues.
• Partner with airports to influence preventive maintenance expectations, outage communication protocols, and operational contingency support during failures.
• Publish and maintain Frontier baggage operational standards, including unload-sequence procedures, sortation and staging SOPs, claim belt staffing models by arrival bank, and BSO escalation paths.
• Establish minimum staffing requirements for baggage functions aligned to schedule banks.
• Implement role-based training and certification standards across business partners.
• Own baggage-related business partner performance governance across ground handlers.
• Ensure contractual service expectations are measurable and enforceable, including staffing readiness, equipment availability, scan compliance, misconnection prevention, and BSO response standards.
• Lead corrective action plans (CAPs) for underperformance, including milestone tracking and executive reporting.
• Ensure operational performance is transparent and auditable by enforcing required scan points and accurate bag status updates in systems of record.
• Develop dashboard visibility for MBR, late deliveries, on-hand aging, inventory accuracy, and baggage record integrity.
• Own baggage recovery playbooks for diversions, misconnections, overnight cancellations, system outages, and BHS failures.
• Build rapid response protocols for BSO surge staffing, bag routing and delivery coordination, and customer communication alignment.
• Build annual strategic plans for baggage performance improvement.
• Develop business cases for belt fixes, equipment procurement, and technology enablement (scanners, mobile devices, and tracking capability).
• Align initiatives to ULCC cost discipline by reducing rework and overtime, eliminating repeat failure points, and optimizing staffing without sacrificing reliability.
• Provide executive-level reporting to airport leadership, network and commercial partners, and finance/risk stakeholders.
• Lead recurring enterprise governance calls covering top failing stations, BHS/airport issues, business partner non-compliance, and IROPS readiness.

Benefits

• 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 1 st of the month following your hire date.
• The HOPE League, Frontier Airlines’ non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship.

What This Job Offers

• Job Type: Full-time
• Career Level: Director