Sr. Director, Customer Care

Work Perks

At 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:

• Fly on Frontier Airlines with flight benefits for you and your family
• 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
• 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.

What We Stand For

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.

Who We Are

Frontier 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 in delivering the company’s signature Low Fares Done Right service to customers.

What Will You Be Doing?

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.

Qualifications

• 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
• 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