Specialist - Policy Process & Knowledge Management

Specialist - Policy Process & Knowledge Management Job Category : Customer Service Full-Time Locations Showing 1 location At Frontier, our mission is toMake Every Flight Count.That mission guides how we support ourcustomers, ourpeopleand the operation every day. As a Frontier employee,yourworkconnects to more than a single role. Whetheryou’resupporting flights, helpingcustomers,maintainingaircraft, leadingteamsor working behind the scenes, you help create a travel experience that is safe,reliableand built around value. Our work is guided by our core values: customer first, safety always, operationalexcellenceand one team. These values shape how we make decisions, supporteachotherand deliver for the people who count on us. Support for work,lifeand 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, applicablepoliciesand 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, vacationtimeand 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,servicesand 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 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 toaircraftmaintenance, customer support, corporateteamsand more. We’refocused on delivering meaningful value by making travel more accessible,practicaland easy to personalize for our customers. Across the airline, our teams help support a safe,reliableand efficient operation while continuing to strengthen the experience for the people who choose Frontier. What Will You Be Doing? Supports the development and maintenance of policy, process documentation, and Knowledge Base (KB) content for Customer Care and vendor-supported contact center operations. This role translates policy into clear, actionable workflows for agents, supports operational readiness and policy rollouts, and partners with Training, Operations, Quality, and BPO teams to ensure frontline execution is consistent, accurate, and aligned to business requirements. Essential Functions Create, update, and maintain Knowledge Base articles, SOPs, workflows, playbooks, job aids, and operational guidance for Customer Care and vendor partner teams. Translate policy, regulatory requirements, business decisions, and process changes into clear, actionable workflows for frontline agents and support teams. Support policy rollouts and operational communications across internal teams and BPO vendor operations, including bulletins, readiness materials, huddles, and change-management updates. Ensure alignment between Knowledge Base content, training materials, quality expectations, and operational execution across all supported channels. Partner with Training, Operations, Quality, Customer Advocacy, Revenue, Digital, Loyalty, and vendor leaders to validate content accuracy, identify process gaps, and coordinate updates. Maintain content governance, version control, approval workflows, and audit readiness documentation to ensure policies and procedures remain current and compliant. Support audits, compliance reviews, check-form validation, complaint trend research, escalation investigations, and operational risk mitigation tied to policy or process execution. Monitor vendor feedback, repeat-contact drivers, customer friction points, and policy-related escalations to recommend documentation or process improvements. Other Functions Assist with special projects related to Knowledge Base transformation, specialty desk support, complaint intake coordination, fraud-prevention documentation, and customer experience process improvement. Participate in cross-functional review meetings, readiness checkpoints, vendor calibration discussions, and operational awareness campaigns as needed. Provide research and documentation support for executive escalations, policy interpretation questions, and emerging operational issues. Qualifications Required: High school diploma or equivalent. Required: 5+ years of experience in Contact Center, Customer Care, Operations, Training, Quality, Knowledge Management, Vendor Management, or a related operational support function. Required: Experience developing process documentation, SOPs, workflows, job aids, or operational guidance. Required: Strong written communication, organizational, analytical, and problem-solving skills. Required: Experience working cross-functionally with Operations and support teams. Preferred: Airline, travel, hospitality, or customer service industry experience. Preferred: Knowledge Base administration, process improvement, change-management, operational readiness, Quality, Training, Vendor/BPO operations, or escalation/complaint program experience. Knowledge, Skills and Abilities Ability to write clear, concise, agent-facing procedures, workflows, and operational communications. Ability to interpret policy intent and convert complex requirements into practical frontline guidance. Strong attention to detail, documentation discipline, and ability to maintain version control and content accuracy. Ability to manage multiple priorities, deadlines, stakeholders, and process changes in a fast‑paced environment. Strong collaboration skills with Training, Operations, Quality, Customer Advocacy, Revenue, Digital, Loyalty, and BPO partner teams. Ability to identify operational gaps, recurring defects, customer friction points, compliance risks, and opportunities for process improvement. Proficiency with standard business applications, Knowledge Base platforms, document management tools, reporting inputs, and communication channels. Ability to work independently with general direction while escalating risks, blockers, and decisions requiring leadership alignment. Equipment Operated Standard office equipment, including PC, copier, fax machine, printer Work Environment/Remote Options 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 Light physical effort typical of an office environment, including extended periods of sitting, computer work, and occasional movement of standard office materials. Supervision Received Receives general direction from the Contact Center Vendor Operations Manager, Training & Knowledge Management. Work is performed with independent judgment within established policies, procedures, operational priorities, and leadership guidance. Positions Supervised None. Salary: $46,715 - $62,006 Annually 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 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. Qualifications Skills Behaviors : Motivations : Education Experience Licenses & Certifications 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. #J-18808-Ljbffr Frontier-Airlines