Senior Director, Airport Customer Service Operations

Senior Director, Airport Customer Service Operations

Lead airport operations and customer experience across Frontier.

As Senior Director, Airport Customer Service Operations, you'll serve as a key operational leader responsible for station management, customer experience and airport operations across Frontier's network.

Reporting to the Vice President, Airport Customer Service, you'll lead regional and station leaders, set expectations for operational performance, strengthen leadership capability and help ensure teams deliver against safety, customer service, employee experience and financial goals.

This role operates with considerable latitude, establishing methods and procedures to achieve broad organizational goals with executive-level guidance focused primarily on outcomes.

This role leads Directors, Regional Airport Customer Service, Station Directors and additional leaders as assigned; and reports to Frontier Airlines' Vice President, Airport Customer Service.

Key responsibilities:

• Provide senior leadership across Frontier's Airport Customer Service organization.
• Set high standards and ensure accountability for safety, employee satisfaction, customer service, operational excellence and financial performance.
• Maintain operational accountability for on-time performance, baggage performance, safety and other key measures.
• Identify and address operational issues proactively.
• Develop and implement improved ways of working across airport operations.
• Maintain a strong understanding of station operations, including curbside, ticket counter, gates and other customer-facing functions.

• Provide direction, coaching, feedback and leadership development to station and regional leaders.
• Develop leaders for roles of increasing scope and responsibility.
• Support hiring, workforce planning, scheduling and organizational planning.
• Build strong communication channels with direct reports, managers, individual contributors and cross-functional partners.
• Recognize and reinforce strong individual and team performance.
• Foster collaboration and shared accountability across the Airport Customer Service organization.

• Support goal setting, planning, budgeting and scheduling for airport operations.
• Develop workforce-planning models to help ensure appropriate staffing.
• Participate in long-range planning and help prepare the organization for future operational needs.
• Provide guidance and input as Airport Customer Service policies, procedures and organizational structures are developed or refined.

• Assist in the development and management of approved annual budgets.
• Maintain a strong focus on payroll management and fiscal performance.
• Support large, multifunctional budget planning and resource allocation.
• Use performance measurements and reporting to provide actionable feedback and improve results.

• Advocate for technology and process improvements that strengthen airport operations.
• Identify operational gaps and inefficiencies and work collaboratively to develop viable solutions.
• Support initiatives that improve how teams work and how customers experience Frontier at the airport.

• Partner with the Director, Security in interactions with the TSA and FAA to help ensure Airport Customer Service operations comply with applicable requirements.
• Represent Frontier with government agencies, regulatory bodies, airport authorities and vendors.
• Interpret Airport Customer Service policies and ensure they are implemented appropriately.
• Review and approve policy exceptions on a case-by-case basis as authorized.

• Support other departments with planning, training and policy development to help maintain Airport Customer Service standards.
• Collaborate across functions to improve operational performance and customer experience.
• Serve as a senior member of the leadership team responsible for strengthening Frontier's operational performance.

What you'll bring:

• 1015 years of supervisory or managerial experience in a comparable corporate or operational environment.
• Prior airline experience required.
• Bachelor's degree or equivalent work experience required; Master's degree preferred.
• Experience managing departmental budgets required.
• Experience preparing and managing large, multifunctional budgets.
• Experience with labor relations and union avoidance plans.
• Comprehensive knowledge of airport operations, including curbside, ticket counter, gate and station-management functions.
• Strong leadership-development and team-building capability.
• Ability to create workforce-planning models and maintain appropriate staffing levels.
• Strong operational judgment and the ability to resolve complex customer and operational issues quickly.
• Excellent planning, time-management, verbal communication and presentation skills.
• Strong interpersonal communication, facilitation, delegation and collaboration skills.
• Ability to manage multiple priorities while applying strong critical-thinking and problem-solving skills.
• Ability to identify operational gaps and work collaboratively to develop effective solutions.

You'll also provide strategic direction across airport operations, influence policies and processes, support regulatory and airport relationships, and help drive improvements in on-time performance, baggage operations, staffing, technology and overall station effectiveness.

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
• Employee support programs and resources, including the HOPE League, Frontier Airlines' nonprofit organization

Working at Frontier Airlines:

At Frontier Airlines, our mission is to Make Every Flight Count. Whether you support flights, customers, aircraft or the teams behind the operation, your work helps deliver a safe, reliable and value-focused travel experience. Our work is guided by four core values: customer first, safety always, operational excellence and one team.

About Frontier Airlines:

Frontier Airlines is a Denver-based airline serving destinations across the United States and select international markets. Our teams span flight crews, airport operations, aircraft maintenance, customer support, corporate functions and more. We focus on making travel accessible, practical and easy to personalize while supporting a safe, reliable and efficient airline operation.

Workplace Policies:

At Frontier Airlines, we wholeheartedly support and have a strong commitment to Equal Employment Opportunity (EEO) and Affirmative Action. Frontier is committed to providing equal employment opportunities for all persons regardless of race, color, religion, gender, gender variance, sexual orientation, age, genetic information, marital status, national origin, citizenship status, disability, military, veteran status, and any other basis protected by federal, state, or local laws.

Diversity is an essential part of our success. Our company flourishes because of the unique backgrounds, skills and ideas that our team members contribute every day. We salute and actively recruit veterans. Military experience is valuable and transferable to many of the positions essential to the operations of our airline.

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.

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.

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.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.