Sr. Director, Customer Care

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. The role will ensure that service levels are consummate with industry standards for responsiveness, quality, cost and most importantly, customer satisfaction. Working with senior management, the role will be a key leader in driving the company’s effort to constantly achieve improvements in the customer experience, by providing real-time and actionable data to the organization and leveraging technology to deliver simple and successful customer experiences. Essential Functions Contact Center Operations Provide Strategic Leadership for long- and short-term strategic direction for contact center operations. Lead business plan development and execution of initiatives. Lead Operational Oversight of care efforts, establishing a global roadmap based on SLAs and KPIs. Establish and evolve reporting on SLAs, KPIs, and insights. And drive continuous improvement and operational excellence. Oversee Vendor selection and management. Ensure that vendor performance is optimized to cost and customer efficiency. Ensure vendor risk and compliance is appropriately managed. Oversee quality customer contact via various outlets including call, chat, social media, Whats App, email, and SMS. This includes training, hiring and coaching oversight of agents. Customer Relations and Consumer Affairs Manage and lead the team responsible for managing Consumer Affairs including Department of Transportation, Better Business Bureau, Disability Travel, and Risk Management. Develop effective customer complaint management programs that ensure professional, timely, and equitable feedback/responses, with an eye to resolve the issue to satisfaction. Identify customer feedback that can improve customer experience through policy, process, and technology improvements. Oversee all executive, legal and other escalations, from research to direct resolution. Customer Experience, Data And Technology Evolve and manage Customer Care’s Digital Transformation, by applying best practices in the industry, leading cross-functional teams, effectively managing stakeholder expectations and becoming an integral trusted advisor for tech initiatives which include virtual customer contact, chat, chatbot, and customer self-service solutions. Develop data-led insights and programs that help drive continual improvements not only in the customer contact arena, but throughout the Frontier business. Lead and manage customer satisfaction measures, including NPS and CSAT survey and analysis. Strategic Leadership Provide long- and short-term strategic direction for Customer Care operations – including process, vendor and technology selections. Lead business plan development and execution of initiatives. Budget Oversight Align staffing and geographic strategies to efficiently deliver solutions and manage the budget. Explore cost-saving opportunities and initiatives, including people, training and technology solutions. Team Leadership and Development Lead team to excellence through clear plans and strategies. Cultivate a positive team environment. Provide ongoing guidance and career development opportunities to direct reports. Collaboration and Be An Agent for Change This role will be a leader in the greater organization and will need to successfully collaborate with senior leadership, and management throughout the company to successfully drive change and improvements in the business. Work with airport operations, System Operation Control (SOC) and various internal stakeholders to support flight disruption solutions and communications. Support all corporate efforts to improve the customer experience, reduce complaints, and ensure adherence to other legal and governmental imposed rules. 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. Knowledge, Skills And Abilities Strong business acumen with analytical and problem-solving skills. Demonstrated, solid mathematical aptitude. Must be detail oriented and accurate. Demonstrated high level of professionalism and success in previous leadership roles. 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. Ability to travel internationally as needed. Equipment Operated Standard office equipment, including PC, copier, fax machine, printer. Work Environment Typical office environment, adequately heated and cooled. May be required to work flexible hours including weekends and holidays. Physical Effort Generally, not required. Supervision Received General Direction: The incumbent normally receives little instruction on day-to-day work and receives general instructions on new assignments. Positions Supervised Director, Customer Advocacy Director CX Digital Transformation Director, Customer Care Analyst, Customer Care Analyst, CR Workforce Vendor Operations Manager(s) Range: $151,824.00 - $201,520.00 DOE Posting closing date: 6/8/2026 midnight MT. Workplace Policies At Frontier Airlines, we wholeheartedly support and have a strong commitment to Equal Employment Opportunity (EEO) and Affa­active 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. #J-18808-Ljbffr Frontier Airlines