Manager - Customer Care Partner Delivery (Remote)

Frontier Airlines • Denver, CO

2h • $81,752 - $108,511 • Remote

About The Position

The Manager, Customer Care Partner Delivery owns end-to-end vendor performance, operational execution, and customer resolution outcomes across Frontier Customer Care partner-supported channels, including Voice, Chat, Complaints, Back Office, Specialty Support, Customer Recovery, Escalations, Refunds, Baggage Support, and regulatory-related workflows.

This role serves as the primary operational liaison between Frontier Airlines and BPO partner organizations, ensuring consistent service delivery, customer experience execution, policy adherence, workforce readiness, quality partnership, performance accountability, and continuous improvement across assigned vendors, sites, and workstreams.

Requirements

• Bachelor’s degree in business administration, Operations Management, Customer Experience, Aviation, Hospitality, or a related field required; equivalent combination of education and relevant experience may be considered.
• Minimum of 7 years of leadership experience in Contact Center Operations, Customer Care, Customer Advocacy, Vendor Operations, Back Office Operations, Specialty Support, Complaints, Escalations, Customer Recovery, or Customer Experience environments required.
• Experience managing outsourced vendor or BPO relationships required.
• Experience leading performance reviews, operational governance, service delivery management, corrective action planning, and cross-functional issue resolution required.
• Strong knowledge of contact center operations, Voice, Chat, Back Office, Specialty Support, complaints, escalations, customer recovery, vendor governance, and BPO support models.
• Ability to lead partner accountability through performance management, action planning, root-cause analysis, and timely follow-through.
• Strong analytical skills with ability to interpret service levels, queue health, AHT, abandonment, productivity, FCR, CSAT/NPS, backlog, aging, SLA performance, complaint trends, and quality insights.
• Excellent written and verbal communication skills with ability to produce executive-ready summaries, operational updates, and clear partner direction.
• Ability to influence without direct authority and build partnerships across internal teams, external vendors, and cross-functional stakeholders.
• Strong customer recovery, problem-solving, prioritization, decision-making, escalation management, and continuous improvement skills.
• Standard office equipment, including PC, copier, fax machine, printer

Nice To Haves

• Experience managing complaint resolution, customer recovery, escalations, refunds, baggage support, regulatory operations, or specialty support workflows preferred.
• Airline, travel, hospitality, telecommunications, or high-volume customer support experience preferred.
• Proficiency with Microsoft Office Suite and ability to use operational reporting tools, dashboards, customer care systems, or case management platforms preferred.

Responsibilities

• Own daily, weekly, monthly, and quarterly performance outcomes across Voice, Chat, Complaints, Back Office, and Specialty support operations.
• Lead BPO partner governance routines, business reviews, performance discussions, corrective action planning, documented follow-up, and service delivery accountability.
• Monitor and manage key operational indicators including service level, AHT, abandonment, queue health, productivity, FCR, CSAT/NPS, backlog health, aging work items, and SLA adherence.
• Ensure consistent execution of approved policies, procedures, customer experience standards, and operational expectations across partner locations, geographies, and workstreams.
• Oversee partner execution for customer complaints, escalations, executive inquiries, high-risk customer issues, customer recovery programs, refunds, baggage support, accommodations, and regulatory-related workflows.
• Identify repeat contact drivers, complaint trends, service gaps, customer pain points, and frontline barriers impacting resolution quality and customer effort.
• Partner with Customer Advocacy, Airport Operations, Legal, Revenue Operations, Digital, Loyalty, Quality, Training, Workforce Planning, and Analytics teams to resolve issues and improve the end-to-end customer journey.
• Ensure customer commitments, escalation paths, documentation requirements, and resolution expectations are followed timely and consistently.
• Lead operational readiness activities for product launches, policy changes, process updates, system or tool changes, seasonal volume increases, IROPs, and customer-impacting incidents.
• Coordinate cross-functional communication, contingency planning, partner execution, risk documentation, and mitigation plans during high-volume or high-risk events.
• Partner with Workforce, Quality, Training, and Knowledge Management teams to ensure partner teams have the capacity, coaching, guidance, and documentation needed to support customers effectively.
• Interpret performance trends, reporting, customer feedback, complaint data, QA insights, and operational observations to identify root causes and improvement opportunities.
• Prepare executive-ready updates, performance summaries, operational narratives, and action plans for leadership review.
• Drive process improvements, automation opportunities, digital/self-service enhancements, and operational standardization that reduce customer effort, repeat demand, and process waste.
• Support compliance awareness and operational control expectations related to customer handling, refunds, accommodation programs, complaint workflows, regulatory processes, and documentation standards.
• Maintain audit-ready documentation, support knowledge base/process updates, and escalate risks requiring leadership, policy, or cross-functional decisioning.
• Support special projects, pilots, operating model changes, partner transitions, and customer experience initiatives that improve Customer Care service delivery.
• Participate in cross-functional planning with Quality, Training, Digital, Airport Operations, Customer Advocacy, Revenue Operations, Customer Experience, Analytics, Legal, Loyalty, and Workforce Planning teams.
• Assist with knowledge base, training, reporting, process documentation, and partner communication updates related to assigned workstreams.
• Perform other duties as assigned to support Customer Care, vendor operations, and partner delivery objectives.

Benefits

• Medical, dental and vision coverage
• 401(k) retirement savings options
• Paid holidays, vacation time and sick time
• Travel privileges on Frontier Airlines and participating partner airlines, based on current program rules and availability
• Buddy passes, based on eligibility and program rules
• Travel-related discounts and employee discounts on select products, services and vendors
• Employee support programs and resources, including the HOPE League, Frontier Airlines’ nonprofit organization

What This Job Offers

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