Director, CX Digital Transformation

Frontier Careers • Denver, CO

2d • Hybrid

About The Position

This role is responsible for evolving and managing Customer Care’s Digital Transformation by applying industry best practices, leading cross-functional teams, managing stakeholder expectations, and serving as a trusted advisor for technology initiatives, primarily focused on chat, chatbot, and customer self-service. The position involves refining operating and governance models, providing thought leadership, building a digital transformation roadmap, and collaborating with IT to define technology solutions. The Director will also manage budgets, provide executive visibility, develop vendor partnerships, oversee development work, and ensure the creation of scalable, reliable, and secure product solutions. Additionally, this role will focus on program communication, collaboration, talent identification, training strategies, and increasing technology adoption by customers.

Requirements

• Bachelor's degree in a relevant field such as computer science, information technology, or business administration required.
• 10+ years of experience in digital transformation, customer service, or related fields.
• Demonstrated success leading cross-functional teams and managing stakeholder expectations.
• Experience in developing, delivering on, and measuring Objective & Key Results.
• Experienced with the Microsoft Stack including but not limited to SharePoint, Power BI, Business Central, and similar programs.
• Proficiency in SQL and PowerBI highly desired.
• Deep knowledge of customer self-service and chat solutions and their implementation.
• Strong project management skills, with the ability to manage multiple projects simultaneously.
• Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels of the organization.
• Strong analytical and problem-solving skills.
• Strong business acumen with understanding of economic tradeoffs of decisions.
• Creative, high energy, self-starter comfortable running programs independently and interfacing with multiple levels and functions.
• Ability to flex between strategic guidance and hands-on project development.
• High EQ and self-awareness - able to understand and resonate with diverse groups regarding the impact of business changes.

Nice To Haves

• MBA or relevant graduate degree preferred.

Responsibilities

• Evolve and manage Customer Care’s Digital Transformation.
• Apply best practices in the industry.
• Lead cross-functional teams.
• Effectively manage stakeholder's expectations.
• Become an integral trusted advisor for tech initiatives primarily focused on chat, chatbot and customer self-service.
• Refine and manage an operating and governance model with a collaborative cross-functional organizational structure.
• Define the most appropriate prioritization model and effective methods to attain the program / business objectives.
• Provide thought leadership, conduct workshops, and identify big business opportunities in the chat/bot space where technology can create significant value to the company and improve customer self-service and containment capabilities.
• Build and manage the digital transformation roadmap in partnership with stakeholders.
• Dive deep into customer care’s major business opportunities and challenges, identifying capability and process improving opportunities, solvable through technology.
• Work collaboratively with IT to define the right technology solutions, architectures, platforms, and partners.
• Define strategic and tactical priorities, developing, proposing and managing budgets to support our digital initiatives.
• Successfully provide visibility to the executive team and all stakeholders on the status of our project portfolio.
• Recommend new priorities and investments, rebalancing priorities, addressing any constraints in resources and dependencies, and make sure that the proposed benefits are delivered in a disciplined way, while proactively discontinuing ineffective initiatives.
• Properly develop and manage our vendors and partnerships to create an easy access to new solutions and capabilities, with the ability to scale at a cost-effective manner.
• Manage the development work, making sure the projects are delivered in accordance with the program objectives, benefits, requirements and tech specifications.
• Make sure we have sound and efficient product solutions, that are easy to scale, integrate, and evolve, reliable, secure, while building an agile innovation operating model.
• Work with stakeholders to create the program communication, generate collaboration, identify talents for our work with our initiatives, provide the right training strategy to develop our digital capabilities and increase technology adoption by our customers.

Benefits

• Flight benefits for you and your family to fly on Frontier Airlines.
• Buddy passes for your friends.
• 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.
• 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.

What This Job Offers

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