Sr. Director, Customer Care

Frontier Careers • Denver, CO

7d • $151,824 - $201,520 • Hybrid

About The Position

The Sr. Director, Customer Care will serve as a champion for Frontier’s customers, developing process and programs to anticipate and support customer needs and address customer issues with a positive experience. The position will oversee all contact center and customer relations operations and support the overall customer experience through data insights and technology design. The role will ensure that service levels are consummate with industry standards for responsiveness, quality, cost and most importantly, customer satisfaction. Working with senior management, the role will be a key leader in driving the company’s effort to constantly achieve improvements in the customer experience, by providing real-time and actionable data to the organization and leveraging technology to deliver simple and successful customer experiences.

Requirements

• Bachelor’s degree in business, supply chain, finance, legal or previous business partnership/vendor management required; master’s degree preferred
• Minimum 10 years of vendor management and/or call center management experience; prior experience in airline/airport operations preferred
• Exceptional writing and communications skills
• Experience with workforce software for forecasting, scheduling, and daily operations preferred
• Experience managing employees/vendors remotely
• Experience managing contact center technologies
• Experience managing training from frontline through the escalation path
• Demonstrated ability to effectively manage cross-functional relationships and business processes
• Strong business acumen with analytical and problem-solving skills
• Demonstrated, solid mathematical aptitude
• Must be detail oriented and accurate
• Demonstrated high level of professionalism and success in previous leadership roles
• Strong interpersonal, presentation, and communications skills; ability to articulate ideas and concepts well
• Ability to multi-task, handle stress well, and to tactfully manage difficult customer situations
• Demonstrated ability to develop and maintain high-performing teams in a matrix environment
• Demonstrated thorough knowledge of eWFM, IVR, and other contact center technologies
• Ability to travel internationally as needed

Nice To Haves

• prior experience in airline/airport operations preferred
• Experience with workforce software for forecasting, scheduling, and daily operations preferred
• master’s degree preferred

Responsibilities

• Provide Strategic Leadership for long- and short-term strategic direction for contact center operations.
• Lead business plan development and execution of initiatives.
• Lead Operational Oversight of care efforts, establishing a global roadmap based on SLAs and KPIs.
• Establish and evolve reporting on SLAs, KPIs, and insights. And drive continuous improvement and operational excellence.
• Oversee Vendor selection and management.
• Ensure that vendor performance is optimized to cost and customer efficiency.
• Ensure vendor risk and compliance is appropriately managed.
• Oversee quality customer contact in customer contact via various outlets including call, chat, social media, Whats App, email, and SMS. This includes training, hiring and coaching oversight of agents.
• Manages and leads the team responsible for managing Consumer Affairs including Department of Transportation, Better Business Bureau, Disability Travel, and Risk Management.
• Developing effective customer complaint management programs that ensure professional, timely, and equitable feedback/responses, with an eye to resolve the issue to satisfaction.
• Identifying customer feedback that can improve customer experience through policy, process, and technology improvements.
• Oversee all executive, legal and other escalations, from research to direct resolution.
• Evolve and manage Customer Care’s Digital Transformation, by applying the best practices in the industry, leading cross-functional teams, effectively managing stakeholder's expectations and becoming an integral trusted advisor for tech initiatives which include virtual customer contact, chat, chatbot, and customer self-service solutions.
• Develop data-led insights and programs that help drive continual improvements not only in the customer contact arena, but throughout the Frontier business.
• Lead and manage customer satisfaction measures, including NPS and CSAT survey and analysis.
• Provide long- and short-term strategic direction for Customer Care operations – including process, vendor and technology selections.
• Lead business plan development and execution of initiatives.
• Align staffing and geographic strategies to efficiently deliver solutions and manage the budget.
• Explore cost-saving opportunities and initiatives, including people, training and technology solutions.
• Lead team to excellence through clear plans and strategies.
• Cultivate a positive team environment.
• Provide ongoing guidance and career development opportunities to direct reports.
• This role will be a leader in the greater organization and will need to successfully Collaborate with senior leadership, and management throughout the company to successfully drive change and improvements in the business.
• work with airport operations, System Operation Control (SOC) and various internal stakeholders to support flight disruption solutions and communications.
• Support all corporate efforts to improve the customer experience, reduce complaints, an ensure adherence to other legal and governmental imposed rules.

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.
• 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: Director