General Manager - Airport Customer Service

Frontier Careers • Atlanta, GA

2d • $90,094 - $119,583

About The Position

The General Manager, Airport Customer Service is responsible for delivering outstanding and safe operational, customer service and financial performance in one or more Frontier airport locations. The General Manager, Airport Customer Service is the primary Frontier representative to oversee the relationships with all contracted ground handling companies, aviation security (AVSEC), Autoridad de Aviacion Civil (AAC) and all other airport authority, and all local government regulatory agencies. They serve as both a liaison and representative for all customers, internal and external. The General Manager Airport Customer Service reports directly to the Regional Manager of Airport Customer Service and has routine interaction with Frontier officers and directors.

Requirements

• Bachelor's degree preferred or equivalent work experience
• 2+ years prior passenger airline experience in a leadership role required
• Fluency in Spanish required for predominantly Spanish speaking or Latin American locations
• Fluency in English both spoken and written
• Must be able to lead employees of business partners and provide guidance and direction
• Ability to become qualified in all required training courses
• Ability to troubleshoot performance and lead process improvement.
• Ability to ensure timely/accurate accountability of cash handling procedures as well as monitoring regular bank deposits on airlines behalf
• 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

Nice To Haves

• Previous airport managerial experience preferred

Responsibilities

• Safety – Be a champion for safety through accountability, awareness and communication. Ensure that all employees, direct and business partner, understand the importance of safety and require that they conduct themselves in a manner that reflects this value and enhances the level of safety of the company.
• Security – Maintain strict compliance with all Aviation Security (AVSEC) program policies, procedures and protocols. Ensure constant communication with local security authorities while liaising with the Frontier Airlines security Department on issues that arise. The security of our customers, flights and property are of paramount importance.
• Operational Performance – Ensure outstanding operational performance through effective cross-functional leadership during day to day operations. Work with other operational and planning departments to influence and improve day-to-day performance. Ensure front-line visibility to station and corporate goals and drive continuous improvement through effective management and development of processes and procedures.
• Customer Service – Lead a team to deliver superlative customer service through engagement, motivation, coaching and leadership. Be a tireless advocate of Low Fares Done Right and effectively communicate its meaning to Frontier’s business partners and front-line teams.
• Fiscal Responsibility – Continuously strive to lower costs through identification and elimination of inefficiencies and improvement of local contracts.
• Executive Interaction – Interact with Frontier Officers and Directors. Collaborate with senior management to provide strategic and operational planning input for the Customer Service Division as well as the company. Report progress and results to senior management on a regular basis.
• Regulatory Compliance – Ensure compliance with all airline and government agency regulations and protocols. Monitor compliance to all U.S. regulatory agencies including the FAA, TSA,DOT, CBP and all in-country governmental regulations. Establish sound working relationships with all applicable regulatory agencies.
• Vision – Keep an open mind to new ideas and ways of conducting business, while focusing on the company’s goals and business plan. Foster an environment where employee suggestions are vetted and implemented when in line with the company’s direction.
• Visible and Active Leadership – Be a willing, motivational leader who seeks out opportunities to get in front of employees and business partner employees/leadership to establish excellent two-way communication. Be a role model for others to follow.
• Availability – Be available 24/7. This includes phone calls, texts, and email responses in real time.
• Data Analysis – Have the ability to interpret and pull reports from multiple company reporting platforms.
• Business Partner Satisfaction – Ensure each city is led by experienced, motivated, energetic, polished, professional business partner managers and supervisors who focus on safety, operational performance, customer service, communication, employee engagement, and fiscal performance.
• Reward and recognition – Identify successes and seek ways to recognize superior performance while ensuring high standards are set and maintained.
• Appearance – Ensure that a high standard is set regarding the appearance of our business partners, facilities and equipment.
• Administration and Quality Assurance – Manage the contractual requirements of the stations, ensuring that local management is adhering to set standards. Monitor compliance with all training, safety, financial and operational goals, ensuring that business partners understand and perform to the level of expectation and operational excellence expected by Frontier.
• Technology – Assist in the assessment, justification, implementation, and performance of technology to make our stations as efficient as possible, working with the Information Technology Division (IT).

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 with financial assistance during catastrophic hardship

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees