Airport Customer Service Manager (PHX)

Airport Customer Service Manager

Working at Frontier Airlines

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. These values shape how we make decisions, support each other and deliver for the people who count on us.

Support for work, life and travel

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.

Depending on role and eligibility, available benefits and programs may include:

• 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. Across the airline, our teams help support a safe, reliable and efficient operation while continuing to strengthen the experience for the people who choose Frontier.

What Will You Be Doing?

The Airport Customer Service Manager reports to and assists the General Manager of Airport Customer Service in delivering outstanding and safe operational performance, customer service and financial performance in one or more Frontier airport locations. The Airport Sales & Operations Manager is an alternate Frontier representative to both the airport and business partner for the station(s) and serves as both a liaison and representative for all customers, internal and external. The Airport Sales & Operations Manager has regular / daily interaction with Frontier managers and directors.

Essential Functions

• Safety Be a champion for safety through accountability, awareness and communication. Ensure that all employees, direct and business partner, understand the importance of safety and require that they conduct themselves in a manner that reflects this value and enhances the level of safety of the company.
• Operational Performance Ensure outstanding operational performance through effective cross-functional leadership during day-to-day operations. Work with other operational and planning departments to influence and improve day-to-day performance. Ensure front-line visibility to station and corporate goals and drive continuous improvement through effective management and development of processes and procedures.
• Customer Service Lead a team to deliver superlative customer service through engagement, motivation, coaching and leadership. Be a tireless advocate of Low Fares Done Right and effectively communicate its meaning to Frontier's business partners and front-line teams.
• Fiscal Responsibility Continuously strive to lower costs to improve the company's position as an Ultra-Low-Cost Carrier.
• Regulatory Compliance - Ensure compliance with all airline and government agency regulations and protocols. Monitor compliance to all FAA, TSA and DOT regulations. Establish sound working relationships with FAA, TSA, Customs, Immigrations, airport authorities, and business partners. Where applicable, ensure all international requirements are met and complied with, working with CBP and governments where necessary to procure rights and slots.
• Vision Keep an open mind to new ideas and ways of conducting business, while focusing on the company's goals and business plan. Foster an environment where employee suggestions are vetted and implemented when in line with the company's direction.
• Visible and Active Leadership Be a willing, motivational leader who seeks out opportunities to get in front of employees and business partner employees to establish excellent two-way communication. Be a role model for others to follow. Guide business partners as they lead the day-to-day operations of their stations.
• Availability Be available 24/7. This includes phone calls, texts, and email responses in real time.
• Data Analysis Have the ability to interpret and pull reports from multiple company reporting platforms.
• Reward and Recognition Identify successes and seek ways to recognize superior performance while ensuring high standards are set and maintained.
• Appearance Ensure that a high standard is set for the appearance of our business partners, facilities and equipment.
• Administration and Quality Assurance Manage the contractual requirements of the station, ensuring that local management is adhering to set standards. Monitor compliance with all training, safety, financial and operational goals, ensuring that business partners understand and perform to the level of expectation and operational excellence expected by Frontier.
• Technology - Assist in the performance of technology to make our stations as efficient as possible, working with the Information Technology Division (IT).

Qualifications

• Bachelor's degree preferred or equivalent work experience
• 2+ years prior passenger airline experience in a leadership role
• Previous Station Supervisor experience preferred
• Fluency in Spanish required for predominantly Spanish-speaking or Latin American locations.

Knowledge, Skills and Abilities

• Must be able to lead employees of business partners and provide guidance and direction.
• Ability to become qualified in all required training courses
• Ability to troubleshoot performance and lead process improvement.
• Skill in interpersonal communications, leadership, delegation, collaboration, critical-thinking, and problem solving
• Knowledge and understanding of Federal Aviation Administration Regulations, Transportation Security Administration, Department of Transportation, Americans with Disabilities Act, as well as any other regulatory entities

Travel

10% - 50%

Equipment Operated

Standard office equipment, including PC, copier, fax machine, printer

Work Environment

Typical office environment, adequately heated and cooled

Outdoor work, around heavy equipment

All types of weather

Physical Effort

The position requires strenuous physical work. Heavy lifting, pushing, or pulling of objects up to 100 pounds occasionally and/or up to 50 pounds frequently.

Supervision Received

General Direction: The incumbent normally receives little instruction on day-to-day work and receives general instructions on new assignments.

Salary Range: $62,000 - $86,366 - Please note: this role will close on or before 9/30/26.

Positions Supervised

• None

Workplace Policies

Disclaimer: 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