Sr Director, Airport Customer Service Operations

Sr Director, Airport Customer Service

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.

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

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.

The Sr Director, Airport Customer Service, reporting to the Vice President, Airport Customer Service, is the key operational leader at stations for the customer experience. The Sr Director is responsible for the leadership of the station management, customer experience and airport operations personnel. The work includes giving direction, training, team building, leadership development, counseling, and communication focusing on the internal customer, the external customer and operational performance such as on-time performance, baggage, international operations, and safety.

Essential Functions

• Leadership
• Provide professional, role model-type leadership within the department and throughout the airline while ensuring that all actions and results support the organization's vision.
• Assist with goal setting, planning, budgeting, scheduling, providing feedback, hiring, and establishing the vision for Frontier's airport operations personnel.
• Leadership development
• Work to further develop those in leadership positions to prepare them for positions of increasing scope and responsibility.
• Communication
• Establish strong communication channels with all direct reports, managers and individual contributors as well as other departments. Be a willing, motivational and enthusiastic communicator with individuals and groups, small and large, throughout the airline.
• Cultivate a vested interest in the success of peers and their operation.
• Initiative
• Plan for the future.
• Act in a proactive manner to identify and address operational problems.
• Develop and implement new and better ways of doing business.
• Technical functions
• Be an advocate for technology and enhancing work processes.
• In coordination with the Director, Security - interact with the TSA and FAA to ensure airport customer service operations follow all applicable regulations.
• Recognition and participation
• Implement measurements and reports that can provide feedback to employees on their performance. Seek face-to-face opportunities to recognize exceptional individual and group performance.
• Structure
• Provide guidance, input and opinion as policies and procedures are created to give work instruction to employees, and structure is refined in the Airport Customer Service department.
• Financial and operational accountability
• Set high standards and ensure accountability for safety, employee satisfaction, customer service, operational excellence, and fiscal performance. Operationally accountable for on-time performance, safety, baggage performance and other measurements. Assist in the development and management of the approved budgets for the fiscal year with focus on payroll management.
• Liaison
• Represent Frontier Airlines with integrity, honesty, and openness in all dealings with government, regulatory agencies, airport authorities and vendors.

Other Functions

• Assist other departments, as requested, with planning, training, policies, etc. to ensure airport Customer Service standards are maintained or exceeded.
• Serve as integral member of a team that will lead F9 as it transforms into an airline that is recognized by its customers and the industry for operational excellence.
• Interprets F9 Airport Customer Service policies and is responsible for their proper implementation as well as approving any exceptions on a case-by-case basis.

Qualifications

• 10-15 years of supervisory/managerial experience in a similar corporate work environment
• Bachelor's Degree or equivalent work experience required; Master's Degree preferred
• Departmental budget experience required
• Prior large multifunction budget preparation experience
• Experience with labor relations and union avoidance plans
• Prior airline work experience required

Knowledge, Skills and Abilities

• Complete understanding of airport operations- curbside, ticket counter, gates, etc.
• Adept at recognizing and fostering leadership qualities in subordinates
• Ability to create workforce planning models to always ensure appropriate staffing
• Ability to serve as a model to agents when providing customer service to passengers
• Able to solve problems quickly and appropriately especially in difficult passenger situations
• Excellent planning and time management skills
• Excellent verbal communications skills
• High level of initiative, strong team-building skills, excellent communication and presentation skills
• Complete understanding of airport station management responsibilities.
• Skilled in interpersonal communication, facilitation, leadership, delegation, dealing with multiple priorities, collaboration, critical thinking and problem-solving.
• Ability to identify operational gaps/inefficiencies and to work collaboratively to create viable solutions

Equipment Operated

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

Work Environment

Typical office environment, adequately heated and cooled -Hybrid (75% remote, 25% Denver HQ.

Physical Effort

Generally, not required.

Supervision Received

Considerable Latitude: The incumbent establishes methods and procedures for attaining specific goals and objectives, and receives guidance in terms of broad goals. Only the final results of work are typically reviewed.

Positions Supervised

Director, Regional ACS (4)

Station Director, DEN

Others as assigned

Salary Range -$179,353 - $238,059 DOE. Please note, this posting will close on or before 10/30/26.

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 employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any 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.