Manager – Training & Knowledge Management

🔥 0 minutes ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $72k - $96.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📚 Learning and Development

🦅 H1B Visa Sponsor

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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 training, readiness, communication, and Knowledge Base strategy across all Customer Care channels and BPO partner operations • Develop and maintain training programs, certifications, onboarding standards, continuing education, and readiness materials • Govern Knowledge Base content accuracy, freshness, usability, article standards, and updates • Lead policy rollouts, process changes, operational communications, and frontline readiness plans • Align training, Knowledge Base content, quality expectations, operational execution, and customer experience goals • Identify training and knowledge gaps using QA findings, complaints, escalation trends, CSAT drivers, performance data, and operational feedback • Partner with Operations, Quality, Digital, Customer Experience, Airport Operations, specialty departments, process owners, and vendor learning teams • Establish vendor training governance standards, review effectiveness, conduct audits, and support consistent delivery across outsourced locations • Translate complex policy, process, and product changes into training materials, job aids, quick reference guides, readiness toolkits, and agent communications • Support special projects, customer experience initiatives, operational pilots, and cross-functional readiness activities • Participate in stakeholder meetings, vendor business reviews, process reviews, and operational planning sessions • Perform other duties supporting Customer Care Operations

🎯 Requirements

• Bachelor’s degree in Business, Communications, Education, Organizational Development, Training, or a related field required; equivalent relevant experience may be considered • Five or more years of experience in contact center operations, learning and development, training leadership, instructional design, knowledge management, vendor operations, or customer service operations required • Experience supporting airline, travel, hospitality, customer service, or outsourced contact center environments preferred • Experience supporting large-scale BPO operations, multi-site vendor teams, or global contact center partners preferred • Experience with Learning Management Systems, knowledge management platforms, Microsoft 365 tools, reporting dashboards, and content authoring tools preferred • Strong knowledge of adult learning theory, instructional design methodology, curriculum development, training delivery, and learning effectiveness measurement • Knowledge of contact center operations, BPO vendor management, customer experience drivers, quality programs, escalation handling, complaint trends, and frontline enablement • Ability to build scalable training programs, governance routines, communication frameworks, and knowledge management processes across multiple vendors and channels • Ability to analyze QA, complaints, CSAT, operational performance, and knowledge usage data • Strong written and verbal communication skills for converting complex operational changes into clear, agent-friendly materials • Strong stakeholder management, cross-functional influence, change management, project management, and continuous improvement skills • Ability to manage multiple priorities, meet deadlines, and drive readiness across internal teams and external vendor partners • Prospective DOT safety-sensitive employees are subject to pre-employment drug testing

🏖️ 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 • Remote work arrangement • Employee support programs and resources, including the HOPE League • Business casual dress options for eligible corporate and support roles