Sr Director, Airport Customer Service Operations

Frontier Careers • Denver, CO

1d • Hybrid

About The Position

The Sr Director, Airport Customer Service is the key operational leader for the customer experience at Frontier’s stations 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 position focuses on internal and external customer experience and operational performance, including on-time performance, baggage, international operations, and safety.

The Sr Director provides leadership across the department and airline, supports goal setting, planning, budgeting, scheduling, feedback, hiring, and vision-setting, and develops leaders for positions of increasing scope. The role builds communication and collaboration across teams, proactively identifies operational issues, advances work processes and technology, and works with the Director of Security to interact with the TSA and FAA on regulatory compliance.

The position establishes performance measures and recognition practices, advises on department policies and structure, and maintains accountability for safety, employee satisfaction, customer service, operational excellence, fiscal performance, on-time performance, and baggage performance. It assists with fiscal-year budget development and management, particularly payroll, and represents Frontier in dealings with government and regulatory agencies, airport authorities, and vendors. The role also supports other departments, helps maintain or exceed airport customer service standards, interprets and implements airport customer service policies, and approves case-by-case exceptions.

The work environment is a typical heated and cooled office environment. The role is hybrid, described as 75% remote and 25% at the Denver headquarters. Physical effort is generally not required. The position has considerable latitude in establishing methods and procedures for attaining goals, with guidance provided in terms of broad goals and work typically reviewed based on final results. The role supervises Directors, Regional ACS (4), the Station Director in DEN, and others as assigned.

Requirements

• 10–15 years of supervisory or managerial experience in a similar corporate work environment.
• Bachelor’s degree or equivalent work experience required.
• Departmental budget experience required.
• Prior large multifunction budget preparation experience.
• Experience with labor relations and union avoidance plans.
• Prior airline work experience required.
• 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 customer service for agents 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, strong team-building skills, and excellent 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 on viable solutions.
• Ability to operate standard office equipment, including a PC, copier, fax machine, and printer.

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 the vision for airport operations personnel.
• Develop employees in leadership positions for roles of increasing scope and responsibility.
• Establish strong communication channels with direct reports, managers, individual contributors, and other departments; communicate with individuals and groups throughout the airline.
• Plan proactively, identify and address operational problems, and develop and implement improved ways of doing business.
• Advocate for technology and enhanced work processes; coordinate with the Director of Security to interact with the TSA and FAA and ensure airport customer service operations follow applicable regulations.
• Implement performance measurements and reports, provide employee feedback, and recognize exceptional individual and group performance.
• Provide guidance and input as policies, procedures, and department structure are developed or refined.
• Set and enforce high standards 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 with development and management of approved fiscal-year budgets, focusing on payroll management.
• Represent Frontier Airlines with integrity in dealings with government and regulatory agencies, airport authorities, and vendors.
• Assist other departments with planning, training, and policies to maintain or exceed airport customer service standards.
• Serve as an integral team member 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.
• Lead station management, customer experience, and airport operations personnel.

Benefits

• Medical, dental, and vision coverage, subject to role and eligibility.
• 401(k) retirement savings options.
• Paid holidays, vacation time, and sick time.
• Travel privileges on Frontier Airlines and participating partner airlines, subject to program rules and availability.
• Buddy passes, subject to 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: Senior