Sr Director, Airport Customer Service Operations

Frontier Airlines • Denver, CO

2d • $151,824 - $201,522 • Hybrid

About The Position

The Sr Director, Airport Customer Service is the key operational leader at stations for the customer experience and reports to the Vice President, Airport Customer Service. The role leads station management, customer experience, and airport operations personnel through direction, training, team building, leadership development, counseling, and communication. The role focuses on internal and external customer experience and operational performance, including on-time performance, baggage, international operations, and safety.

The Sr Director sets standards and accountability for safety, employee satisfaction, customer service, operational excellence, and fiscal performance. The position is accountable for station operational measures and supports development and management of annual budgets, with emphasis on payroll. It also represents Frontier in dealings with government and regulatory agencies, airport authorities, and vendors, and works with TSA and FAA in coordination with the Director, Security to support regulatory compliance.

The position works in a typical office environment and follows a hybrid arrangement described as 75% remote and 25% at Denver headquarters. It supervises four Directors, Regional ACS, the Station Director in DEN, and others as assigned. Considerable latitude is provided: the incumbent establishes methods and procedures for achieving goals, receives guidance in terms of broad goals, and is typically reviewed on final results.

Requirements

• 10–15 years of supervisory or managerial experience in a similar corporate work environment.
• Bachelor’s degree or equivalent work experience.
• Departmental budget experience.
• Prior large multifunction budget preparation experience.
• Experience with labor relations and union avoidance plans.
• Prior airline work experience.
• Complete understanding of airport operations, including curbside, ticket counter, and gates.
• Ability to recognize and foster leadership qualities in subordinates.
• Ability to create workforce planning models to ensure appropriate staffing.
• Ability to model effective customer service to agents when serving passengers.
• Ability to solve problems quickly and appropriately, especially in difficult passenger situations.
• Excellent planning and time-management skills.
• Excellent verbal communication skills.
• High initiative and strong team-building, communication, and presentation skills.
• Complete understanding of airport station management responsibilities.
• Interpersonal communication, facilitation, leadership, delegation, prioritization, collaboration, critical-thinking, and problem-solving skills.
• Ability to identify operational gaps and inefficiencies and collaborate to develop viable solutions.

Nice To Haves

• Master’s degree preferred.

Responsibilities

• Provide professional, role-model leadership within the department and throughout the airline, ensuring actions and results support the organization’s vision.
• Assist with goal setting, planning, budgeting, scheduling, feedback, hiring, and establishing a vision for airport operations personnel.
• Develop leaders for positions of increasing scope and responsibility.
• Establish strong communication channels with direct reports, managers, individual contributors, and other departments; communicate effectively with individuals and groups throughout the airline.
• Cultivate peers’ interest in the success of their colleagues and operations.
• Plan for future needs, proactively identify and address operational problems, and develop and implement improved ways of doing business.
• Advocate for technology and improved work processes.
• Coordinate with the Director, Security and interact with the TSA and FAA to ensure airport customer service operations follow applicable regulations.
• Implement measurements and reports that provide employees with feedback on performance, and recognize exceptional individual and group performance in person.
• Provide guidance and input as policies and procedures are created and the Airport Customer Service department’s structure is refined.
• Set high standards and ensure accountability for safety, employee satisfaction, customer service, operational excellence, and fiscal performance.
• Maintain operational accountability for on-time performance, safety, baggage performance, and other measurements; assist in developing and managing approved fiscal-year budgets, focusing on payroll management.
• Represent Frontier Airlines with integrity, honesty, and openness in dealings with government and regulatory agencies, airport authorities, and vendors.
• Assist other departments with planning, training, policies, and related work to maintain or exceed airport Customer Service standards.
• Serve as an integral member of the team leading Frontier’s transformation toward recognized operational excellence.
• Interpret Airport Customer Service policies, ensure their proper implementation, and approve exceptions on a case-by-case basis.

Benefits

• Medical, dental, and vision coverage, depending on role and eligibility.
• 401(k) retirement savings options.
• Paid holidays, vacation time, and sick time.
• Travel privileges on Frontier Airlines and participating partner airlines, based on program rules and availability.
• Buddy passes, based on eligibility and program rules.
• Travel-related discounts and employee discounts on select products, services, and vendors.
• Hybrid schedule for eligible headquarters roles based in Denver, Colorado.
• Business-casual dress options for eligible corporate and support roles.
• Employee support programs and resources, including the HOPE League.

What This Job Offers

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