Customer Care Manager – Partner Delivery

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $81.8k - $108.5k / year

⏰ Full Time

🟠 Senior

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Frontier Airlines

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1994

✈️ Travel

📦 Logistics

🚗 Transport

Travel • Logistics • Transport

Frontier Airlines is a U. S. -based low-cost commercial airline that operates scheduled passenger flights across domestic and select international routes. It provides online booking and trip management, a frequent-flyer program (FRONTIER Miles), ancillary services (bag fees, seat selection, bundles like Discount Den and GoWild Pass), co-branded credit card offers, and customer support and travel tools. The airline emphasizes cost-conscious travel, promotions and sustainability initiatives (branding as a green airline).

📋 Description

• Own end-to-end vendor performance, operational execution, and customer resolution outcomes across Frontier Customer Care partner-supported channels • Own daily, weekly, monthly, and quarterly performance outcomes across Voice, Chat, Complaints, Back Office, and Specialty support operations • Lead BPO partner governance routines, business reviews, performance discussions, corrective action planning, documented follow-up, and service delivery accountability • Monitor and manage service level, AHT, abandonment, queue health, productivity, FCR, CSAT/NPS, backlog health, aging work items, and SLA adherence • Ensure consistent execution of approved policies, procedures, customer experience standards, and operational expectations across partner locations, geographies, and workstreams • Oversee partner execution for complaints, escalations, executive inquiries, high-risk customer issues, customer recovery programs, refunds, baggage support, accommodations, and regulatory-related workflows • Identify repeat contact drivers, complaint trends, service gaps, customer pain points, and frontline barriers impacting resolution quality and customer effort • Partner with Customer Advocacy, Airport Operations, Legal, Revenue Operations, Digital, Loyalty, Quality, Training, Workforce Planning, and Analytics teams • Lead operational readiness for product launches, policy changes, process updates, system or tool changes, seasonal volume increases, IROPs, and customer-impacting incidents • Coordinate cross-functional communication, contingency planning, partner execution, risk documentation, and mitigation plans during high-volume or high-risk events • Interpret performance trends, reporting, customer feedback, complaint data, QA insights, and operational observations to identify root causes and improvement opportunities • Prepare executive-ready updates, performance summaries, operational narratives, and action plans for leadership review • Drive process improvements, automation opportunities, digital/self-service enhancements, and operational standardization • Support compliance awareness, operational controls, audit-ready documentation, knowledge base/process updates, special projects, pilots, operating model changes, partner transitions, and customer experience initiatives • Provide functional leadership, operational direction, and performance accountability to BPO partner leadership teams, vendor operations teams, and cross-functional stakeholders

🎯 Requirements

• Bachelor’s degree in business administration, Operations Management, Customer Experience, Aviation, Hospitality, or a related field required; equivalent combination of education and relevant experience may be considered • Minimum of 7 years of leadership experience in Contact Center Operations, Customer Care, Customer Advocacy, Vendor Operations, Back Office Operations, Specialty Support, Complaints, Escalations, Customer Recovery, or Customer Experience environments required • Experience managing outsourced vendor or BPO relationships required • Experience leading performance reviews, operational governance, service delivery management, corrective action planning, and cross-functional issue resolution required • Experience managing complaint resolution, customer recovery, escalations, refunds, baggage support, regulatory operations, or specialty support workflows preferred • Airline, travel, hospitality, telecommunications, or high-volume customer support experience preferred • Strong knowledge of contact center operations, Voice, Chat, Back Office, Specialty Support, complaints, escalations, customer recovery, vendor governance, and BPO support models • Ability to lead partner accountability through performance management, action planning, root-cause analysis, and timely follow-through • Strong analytical skills with ability to interpret service levels, queue health, AHT, abandonment, productivity, FCR, CSAT/NPS, backlog, aging, SLA performance, complaint trends, and quality insights • Excellent written and verbal communication skills with ability to produce executive-ready summaries, operational updates, and clear partner direction • Ability to influence without direct authority and build partnerships across internal teams, external vendors, and cross-functional stakeholders • Strong customer recovery, problem-solving, prioritization, decision-making, escalation management, and continuous improvement skills • Proficiency with Microsoft Office Suite and ability to use operational reporting tools, dashboards, customer care systems, or case management platforms preferred • Subject to pre-employment testing for marijuana, cocaine, amphetamines, opioids and PCP • Zero Tolerance Drug-Free Workplace requirements

🏖️ Benefits

• 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 • Buddy passes • 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