Manager - Quality & Customer Insights (Remote)

At Frontier, our mission is to Make Every Flight Count. That mission guides how we support our customers, our people and the operation every day. As a Frontier employee, your work connects to more than a single role. Whether you’re supporting flights, helping customers, maintaining aircraft, leading teams or working behind the scenes, you help create a travel experience that is safe, reliable and built around value. Our work is guided by our core values: customer first, safety always, operational excellence and one team.

Benefits

Frontier offers benefits, programs and travel privileges designed to support eligible employees at work and beyond. Availability may vary by role, employment status, eligibility, location, schedule, applicable policies and current plan details.

• Medical, dental and vision coverage
• 401(k) retirement savings options
• Paid holidays, vacation time and sick time
• Travel privileges on Frontier Airlines and participating partner airlines, based on current program rules and availability
• Buddy passes, based on eligibility and program rules
• Travel-related discounts and employee discounts on select products, services and vendors
• A 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, Frontier Airlines’ nonprofit organization

About Frontier Airlines

Frontier Airlines is a Denver-based airline serving destinations across the United States and select international markets. Our people support every part of the travel journey, from airport operations and flight crews to aircraft maintenance, customer support, corporate teams and more. We’re focused on delivering meaningful value by making travel more accessible, practical and easy to personalize for our customers.

Responsibilities

• Develop, lead, and govern the Customer Care Quality Assurance framework, calibration routines, audit programs, and evaluation standards across BPO partners, sites, channels, and support teams.
• Ensure consistency of evaluation standards, compliance expectations, scorecard governance, policy adherence, and customer interaction assessments across all vendor operations.
• Analyze QA results, quality trends, defects, customer complaints, escalations, regulatory complaints, survey feedback, CSAT performance, VOC insights, and operational KPIs to identify root causes impacting customer experience.
• Translate quality insights, customer pain points, and performance trends into actionable coaching, behavior-change plans, corrective actions, and operational improvements.
• Produce executive-ready dashboards, vendor quality reviews, complaint trend reporting, root cause summaries, performance narratives, and leadership insights that influence operational priorities and improvement plans.
• Lead quality governance across BPO vendor partners, including monthly and quarterly quality reviews, corrective action tracking, audit follow-up, and performance improvement routines.
• Partner with Vendor Operations, Training, Workforce Management, Customer Advocacy, Airport Operations, Revenue Operations, Digital Experience, Loyalty, BPO partners, and senior leadership to drive behavior change, remove customer friction points, and improve resolution quality.
• Identify opportunities to reduce customer effort, repeat contacts, escalations, complaint volume, policy confusion, process defects, compliance risk, and customer dissatisfaction.
• Provide quality observations and customer insights that inform training curriculum, coaching plans, knowledge management updates, readiness initiatives, and frontline performance improvement.
• Support special projects related to Customer Care transformation, customer recovery, digital self-service, automation, agent enablement, process simplification, and contact reduction.
• Participate in cross-functional meetings, business reviews, and operational readiness discussions as a Customer Care quality and insights representative.
• Assist with ad hoc executive readouts, leadership updates, business cases, and operational summaries as needed.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent required; bachelor’s degree in Business, Operations, Aviation Management, Customer Experience, Analytics, or related field preferred.
• Minimum of five years of experience in Customer Care, Quality Assurance, Customer Experience, Operations, Vendor Management, or a high-volume service environment required.
• Experience leading QA, VOC, complaint management, customer recovery, or CX programs in airline, travel, hospitality, BPO, or contact center environments preferred.
• Experience working with outsourced contact center partners and managing vendor performance expectations preferred.
• Experience analyzing operational performance, customer feedback, complaint trends, CSAT/NPS data, and root cause drivers required.
• Experience preparing executive-level summaries, business insights, dashboards, and performance recommendations preferred.

Skills

• Strong knowledge of quality assurance programs, customer experience measurement, Voice of Customer programs, CSAT/NPS methodologies, complaint management, customer recovery, and contact center operations.
• Ability to analyze data, identify trends, determine root causes, and translate insights into clear business recommendations and operational actions.
• Ability to lead calibration sessions, quality governance routines, vendor quality reviews, and cross-functional performance discussions.
• Strong communication skills with the ability to present complex findings clearly to frontline leaders, vendor partners, cross-functional stakeholders, and senior leadership.
• Strong organizational, problem-solving, prioritization, and follow-through skills with the ability to manage multiple initiatives and competing priorities.
• Ability to influence without direct authority, build partnerships, and drive accountability across internal teams and external vendor partners.
• Proficiency with Microsoft Office applications and familiarity with reporting, dashboarding, analytics, quality management, CRM, or contact center platforms preferred.

Work Environment

This role can be based at our headquarters in Denver, CO or anywhere in the United States via a remote work arrangement (periodic travel to Denver from a Frontier-serviced city required).

• If remote, you must be able to follow our remote work policies, including ability and comfort level working from home with access to a high-speed internet connection.
• If headquarters-based, typical office environment, adequately heated and cooled.

Physical Effort

Sedentary work; position requires regular use of a computer, extended periods of sitting, and occasional standing, walking, or lifting of standard office materials.

Supervision

Works under general direction. Exercises independent judgment in managing quality governance, customer insight analysis, vendor quality performance, and cross-functional improvement recommendations, with escalation to leadership for significant risks, policy decisions, or strategic direction.

No direct reports anticipated. This role provides functional leadership, quality governance, and performance guidance to vendor quality teams, BPO partners, frontline leadership, and cross-functional stakeholders supporting Customer Care operations.

Pay

$72,000 - $96,331 Annually