Customer Care Manager – Partner Delivery
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Job Description
Manager overseeing Frontier Airlines’ outsourced customer care delivery across voice, chat, complaints, refunds, and escalations. Driving BPO governance, customer resolution, operational readiness, and continuous improvement.
Responsibilities:
- 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
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