Director, CX Digital Transformation

Frontier Airlines • Denver, CO

3d • $120,000 - $150,000 • Hybrid

About The Position

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 primarily focused on chat, chatbot and customer self-service.

Requirements

• Bachelor's degree in a relevant field such as computer science, information technology, or business administration required, MBA or relevant graduate degree preferred.
• 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

Nice To Haves

• 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.

Responsibilities

• Refine and manage an operating and governance model with a collaborative cross-functional organizational structure, defining the most appropriate prioritization model and effective methods to attain the program / business objectives.
• Provide thought leadership, conduct workshops, and identify the 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
• Diving 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 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.
• 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