System Customer Service Manager

What We Stand For

Low 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 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 Perks

• 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 Are

Frontier Airlines is a leading ultra-low cost carrier headquartered in Denver, Colorado. With a mission to deliver Low Fares Done Right, the company provides affordable, convenient and accessible air travel throughout the U.S., Caribbean, Mexico and Latin America. Frontier’s highly fuel-efficient, all-Airbus fleet is among the youngest and most modern of any carrier within the U.S. That, combined with the airline’s many weight-saving initiatives and focus on operational efficiencies, makes Frontier America’s Greenest Airline.* Each Frontier Airlines plane tail features a special animal with a unique name and backstory. Many of the featured species are endangered or threatened, part of the airline’s commitment to underscore and raise awareness for their plight. Frontier serves approximately 100 destinations throughout North America and operates 500-plus daily flights, on average. The airline employs more than 7,000 team members and has crew bases in more than a dozen U.S. cities. Frontier Airlines., Inc., is a subsidiary of Frontier Group Holdings, Inc. (NASDAQ: ULCC). 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?

Housed in the System Operations Control Center and as required by the DOT’s Enhanced Passenger Protection Act, the System Customer Service Manager (SCSM) is responsible for the planning and coordination of all passenger movement throughout Frontier’s 70+ station network. The SCSM serves as the primary point of contact for all customer service operations and customers impacted by flight cancellations and irregular operations.

• Ensure that all Frontier operations are conducted in a safe manner, compliant with all applicable FARs, contractual obligations and company policies and procedures.
• Cookoomunicate and manage the daily customer service operation of the airline, striving to provide maximum customer service while maintaining operational performance.
• Cookoomunicate closely with the SOC Manager to insure efficient day-to-day operations, protection of passenger revenue throughout the system, communicating operational decisions and options and determining the impact of operational and SOC decisions on airport operations.
• Supervise system customer service issues, providing guidance and direction to stations and hubs during both regular and irregular operations, including the pro-active management of connecting customers across the system.
• Provide leadership during Irregular Operations, including:
  • Minimize and limit impact to customers via extensive communication and coordination with all relevant parties.
  • Coordinate with the SOC Manager and other departments to ensure a seamless transition and resolution of irregular operations.
  • Monitor and adjust operations to minimize delays and disruptions.
  • Communicate updates and status to passengers and stakeholders in a timely and transparent manner.
  • Collaborate with external partners such as airports and ground handlers to facilitate smooth operations.
  • Assess and implement changes to improve future operations based on lessons learned from the irregular event.