Sr Analyst - Product

Frontier Airlines • Denver, CO

1d • Onsite

About The Position

A Senior Analyst, Product Analyst works proactively with business units, technology partners, and development teams to field and triage incoming reports of potential defects on Frontier’s digital platforms, investigate and validate these issues, and ensure they are documented, prioritized, and routed for prompt resolution. The analyst will collaborate closely with an offshore support team to perform deeper analyses of reported problems – determining whether each is a true defect or a gap in functionality – and quantify their impact on our customers and operations. Possess strong technical skills to be able to problem solve a variety of issues derived from and impacting the customer experience, motivated self-starter, with detailed product documentation and communication skills, and proficiency in Microsoft productivity tools.

Requirements

• Education & Experience: Bachelor’s degree in Business, Computer Science, Information Systems, or a related field; or equivalent work experience in product support, business analysis, quality assurance, or a similar role.
• Industry Experience: Approximately 5 years of experience in digital product support or QA/testing — preferably in web and/or mobile applications environments. Experience identifying, documenting, and tracking software issues in a production (live) environment is highly valued.
• Agile & Product Knowledge: Familiarity with Agile development methodologies (Scrum/Kanban) and exposure to the software development lifecycle. Experience writing or refining user stories, requirements, or test cases as part of a product team is important.
• Tool Proficiency: Hands-on experience with issue tracking and project management tools such as Azure DevOps (highly preferred) or similar systems like JIRA for creating and managing user stories and bug reports.
• Analytical Skills: Strong analytical and problem-solving abilities with keen attention to detail. Able to methodically troubleshoot technical issues to identify root causes and distinguish between defects and enhancement requests.
• Communication: Excellent written and verbal communication skills. Able to clearly describe issues and their impacts, and to work collaboratively with cross-functional teams including engineers, Product Managers, QA, Customer Care, and leadership.
• Time Management: Proven ability to manage and prioritize multiple issues or projects simultaneously in a fast-paced environment, ensuring timely follow-up and resolution of critical problems.
• Remote/Offshore Collaboration: Experience working with or on an offshore/remote team for technical support or product development, coordinating across time zones and cultures to resolve issues.

Nice To Haves

• Product Development Exposure: Prior involvement in a Product Analyst, Product Specialist, or Junior Product Owner capacity, especially within e-commerce, airline/travel, or mobile app/web product teams.
• Technical & Analytical Tools: Familiarity with customer feedback analysis tools and techniques. Experience using session replay or user analytics platforms (e.g., FullStory, Google Analytics) to diagnose user issues is a plus.
• Agile/PM Certifications: Certification or formal training in product management or Agile (such as Certified Scrum Product Owner or similar credentials) is a plus, demonstrating a commitment to professional growth in product methodology.
• Domain Knowledge: Knowledge of the airline industry, digital commerce, or mobile applications from a product or customer experience perspective is advantageous, helping you contextualize and prioritize issues effectively

Responsibilities

• Defect Triage & Identification: Monitor and triage incoming defect reports from multiple channels – customer support feedback, internal reporting tools, app store reviews, website feedback, and social media – to promptly identify potential mobile app or web issues.
• Issue Investigation & Verification: Partner with our offshore investigation team to recreate and analyze reported issues. This includes logs to reproduce bugs and determine root causes, while distinguishing true defects from user errors or intended behaviors.
• Documentation: Clearly document confirmed issues with detailed reproduction steps, screenshots, error messages, and impact assessments. Prepare concise issue summaries for product and engineering teams, ensuring understanding of the problem and its severity.
• Logging & Tracking in ADO: Enter all validated defects and enhancement requests into Azure DevOps with proper categorization (e.g. bug vs. new feature), descriptive titles, and initial severity/priority designations. Maintain and update the status of these tickets through their lifecycle, from discovery to deployment.
• Cross-Functional Coordination: Assign or escalate issues to the appropriate Product Owner or development team for backlog refinement and sprint planning. Work closely with Product Owners and the platform leader to negotiate and align on priorities, ensuring that critical defects are addressed as soon as possible and included in the appropriate sprint or hotfix release.
• Follow-Through & Resolution Support: Collaborate with software developers and QA engineers during the fix process; provide additional details or clarification on requirements, and help test solutions to validate that fixes truly resolve the issues. Once resolved, ensure that stakeholders (including the reporting party and customer support teams) are informed and that resolution steps are documented.
• Monitoring & Analysis: Continuously monitor the health and performance of the app and website from a customer-feedback perspective. Use dashboards and analytics tools to spot trends or spikes in error reports, and proactively summarize the top recurring issues and their frequencies for the product team. This enables leadership to stay informed about defect trends and remediation progress.
• Process Improvement: Contribute to improving the defect intake and resolution process. For example, recommending better filtering of “noise” vs. actionable issues, enhancing the use of ADO workflows, or updating guidelines on distinguishing product defects from enhancement requests, to streamline how we manage and fix customer-facing issues.

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.
• We play our part to make a difference. 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: Mid Level