Why Work for Frontier Airlines?
At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline - its our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life. Our successful business model allows travelers to take advantage of our fast-growing route network while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need – saving them money along the way.
What We Stand For
Low Fares Done Right is our mission and we strive to bring it to life every day. Our ‘Done Right promise means delivering not only affordable prices, but making travel friendly and easy for our customers. To do this, we put a great deal of care into every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and be pioneers - were not afraid to try new things. While our business requires us to fly high in the air, we also consider ourselves down-to-earth in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.
Work Perks
At Frontier, we like to think were creating something very special for our team members. Work is why were here, but the perks are nice too:
- Flight benefits for you and your family to fly on Frontier Airlines.
- Buddy passes for your friends so they can experience what makes us so great.
- Discounts throughout the travel industry on hotels, car rentals, cruises and vacation packages.
- Discounts on cell phone plans, movie tickets, restaurants, luggage and over 2,000 other vendors.
- Enjoy a ‘Dress for your Day business casual environment.
- Flexible work schedules that support work/life balance.
- Total Rewards program including a competitive base salary, short term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time and medical/dental/vision insurance that begins the 1st of the month following your hire date.
- We play our part to make a difference. The HOPE League, Frontier Airlines non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship.
What Will You Be Doing?
The Director, Airport Customer Service leads a region of airport operations professionals to meet Frontiers safety, operational, customer service and financial performance goals, and oversees the development and performance of City Managers and Regional Managers. The Director, Airport Customer Service ensures regional compliance with all Frontier and regulatory policies and procedures in a safe and professional manner and must maintain a relentless pursuit and delivery of results. In addition to daily operations, the Director oversees new station openings and seasonal station openings and closures, working with various internal and external groups to select ground handles business partners and operating facilities.
Essential Functions
- Safety - Be a champion for safety through accountability, awareness and communication. Ensure that all team members understand the importance of safety and require that they conduct themselves in a manner that reflects this value.
- Operational Performance - Deliver superlative operational performance by leading cross-functional teams in the execution of efficient, safe and customer-centric day-to-day operations. Must be willing and able to “get in the weeds” to solve complex operational performance problems and lead/direct others in those solution. Own ultimate accountability for operational performance of the region.
- “Customer Service Done Right” - Through effective leadership and management of people, processes and polities, orchestrate the delivery of a customer service product that meets or exceeds Frontier customers expectations.
- Fiscal Responsibility - Develop manage multi-million-dollar budgets with accuracy. Continuously strive to lower costs through identification and elimination of inefficiencies and improvement of contracts.
- Business Partner Management - Ensure that each city in the region is led by experienced, motivated, energetic, polished and professional business partner managers and supervisors who focus on safety, operational performance, customer service, communication, employee engagement and financial performance. Adeptly manage business partner performance through the use of SLAs and contractual requirements. Work closely with the director of groundling handling contracts to bid, implement and manage business partners in each station.
- Regulatory Compliance - Ensure compliance with all airline and governmental agency regulations and protocols. Monitor compliance with all FAA, TSA and DOT regulations. Establish sound working relationships with FAA, TSA, CBP, 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 – Be an agent of change and leadership in the department, actively developing new and innovative ways of evolving airport operations and customer service to deliver a more efficient customer experience.
- Visible and Active Leadership - Be a willing, motivational leader who seeks out opportunities to get in front of employees and business partners to ensure that expectations and goals are clear and that all our partners are aligned with our strategy. Be a role model for others to follow. Guide business partners as they partner to lead the day-to-day operations at our stations
- Policies & Procedures and Training - Work closely with the Director of Operational Excellence and Director of Safety to provide station team members with the training and tools they need to operate safely and efficiently.
- Data Analysis and Business Intelligence - Develop innovative and actionable reporting mechanisms working with Business Intelligence group to raise operational performance transparency and performance to goals.
- Executive interaction – Interact with the Officers and Directors. Collaborate with senior management to provide strategic and operational planning input for the Customer Service Division, as well as the company. Report progress and results to senior management on a regular basis.
- Reward and Recognition - Identify successes and seek ways to recognize superior performance while ensuring that high standards for performance are set and maintained.
Other Functions
- Assist in leading quarterly management meetings with City Managers, Regional Managers and business partner managers.
- Manage special projects and committees.
- Other functions as indicated by leadership
Qualifications
- Bachelors degree required or equivalent work experience
- 10+ years of commercial passenger airline experience in an airport operations leadership role
- Previous regional director or manager experience
- Must have extensive experience operating, managing and delivering results in a fully outsourced business partner environment
Knowledge, Skills and Abilities
- Must be highly skilled in above- and below-wing airport operations best practices
- Must have high level of initiative, strong team building skills, excellent communication skills, the ability to teach others leadership techniques and a complete understanding of station management responsibilities.
- Must have proven business acumen in terms of managing capital and budget operations and airport lease administration and agreements
- Must have a desire to serve others and travel frequently and flexibly
- Must be self-motivated, a good listener, innovative and a teacher
- Current knowledge of the Frontier fleet
- Ability to effectively manage multiple, concurrent projects and priorities
- Ability to effectively manage and justify station budgets
- Ability to demonstrate superior instructional and facilitation skills
- 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
Frequent (up to 75)
Equipment Operated
Standard office equipment, including PC, copier, fax machine, printer
Work Environment
Typical office environment, adequately heated and cooled
Physical Effort
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
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
City Managers
Regional Managers
Salary Range $110,114 - $146,157 DOE - Please note, this posting will close on or before 6/30/2024, midnight MST.
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, martial 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
