Senior Director - Customer Care

Frontier Airlines

  • Denver, CO
  • Permanent
  • Full-time
  • 29 days ago
Description :Why Work for Frontier Airlines?At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline - it’s our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life. Our successful business model allows travelers to take advantage of our fast-growing route network, while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need, saving them money along the way.What We Stand ForLow Fares Done Right is our mission, and we strive to bring it to life every day. Our ‘Done Right’ promise means delivering not only affordable prices but also making travel friendly and easy for our customers. To do this, we put a great deal of care into every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and be pioneers - we’re not afraid to try new things. While our business requires us to fly high in the air, we also consider ourselves down-to-earth in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.Work PerksAt Frontier, we like to think we’re creating something very special for our team members. Work is why we’re here, but the perks are nice too:
  • 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
Who We AreFrontier Airlines is committed to offering ‘Low Fares Done Right’ to more than 100 destinations and growing in the United States, Canada, Dominican Republic, and Mexico on more than 350 daily flights. Headquartered in Denver, Frontier’s hard-working aviation professionals pride themselves on delivering the company’s signature Low Fares Done Right service to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administration’s 2018 Diamond Award for maintenance excellence and was recently named the industry’s most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies.
  • Frontier is the most fuel-efficient of all major U.S. carriers when measured by ASMs per fuel gallon consumed.
What Will You Be Doing?The Sr. Director, Customer Care will lead Frontier Airlines’ Customer Care organization, driving strategic initiatives to enhance customer satisfaction, streamline service operations, and ensure consistent delivery of exceptional support across all channels. The role will oversee end-to-end contact center operations (including sourcing & contracting, process design, day-to-day operations, and performance measurement), customer experience improvement initiatives, and cross-functional collaboration to resolve customer issues efficiently and empathetically. Working with senior management, the role will be a key leader in driving the company’s effort to achieve significant improvements in customer experience.Essential Functions
  • Lead and manage Frontier’s Customer Care teams across multiple locations and platforms.
  • Develop and implement customer service strategies aligned with company goals and brand values.
  • Monitor and improve KPIs such as CSAT, NPS, first contact resolution, and response time.
  • Oversee vendor relationships and ensure compliance with service-level agreements.
  • Collaborate with Digital Product, Customer Experience and IT to enhance digital support tools and self-service capabilities.
  • Lead AI-driven transformation to improve customer outcomes and increase efficiency.
  • Drive continuous improvement through data analysis, customer feedback, and root cause resolution.
  • Ensure regulatory compliance with customer service standards.
  • Represent Customer Care in executive meetings and cross-functional planning sessions.
  • Support crisis management and irregular operations (IROPs) with rapid response protocols.
  • Participate in strategic planning for loyalty programs and customer retention initiatives.
  • Lead training and development programs to elevate service quality and team performance.
  • Advocate for the voice of the customer in product and policy development.
  • Manage budget planning and cost optimization for the Customer Care department.
Qualifications
  • Bachelor’s degree in business, supply chain, finance, legal or previous business partnership/vendor management required.
  • 10+ years of experience in customer service leadership; prior experience in airline/airport operations preferred.
  • Proven success managing large-scale contact center operations and vendor partnerships.
  • Experience with Generative & Agentic AI platforms, CCaaS platforms, workforce management tools, and customer analytics preferred.
  • Strong understanding of airline operations, regulatory requirements and customer rights preferred.
Knowledge, Skills and Abilities
  • Strategic thinking with a customer-first mindset.
  • Exceptional leadership and team-building capabilities.
  • Strong analytical and problem-solving skills.
  • Excellent communication and stakeholder management.
  • Ability to thrive in a fast-paced, high-pressure environment.
  • Familiarity with airline customer care best practices.
  • Ability to travel internationally as needed.
Equipment OperatedStandard office equipment, including PC, copier, fax machine, printerWork EnvironmentTypical office environment, adequately heated and cooledMay be required to work flexible hours including weekends and holidaysPhysical EffortGenerally, not required.Supervision ReceivedGeneral Direction: The incumbent normally receives little instruction on day-to-day work and receives general instructions on new assignments.Positions SupervisedDirector, Customer CareDirector, CX Digital TransformationSalary Range: $151,824 - $201,520 -This role will close on or before 8/31/2025.Workplace PoliciesDisclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change.Frontier Airlines, Inc. is an equal opportunity employer and, as such, is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Frontier Airlines is a Zero Tolerance Drug-Free Workplace. All prospective DOT safety-sensitive employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any DOT safety-sensitive job applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with Frontier.Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Frontier Airlines