What Will You Be Doing?

The Digital Product Manager is responsible for supporting product execution across Frontier's disruption management, customer recovery, and schedule change servicing capabilities. This role partners closely with Operations, Customer Care, Airports, Digital, Marketing Technology, Revenue Management, and IT teams to identify opportunities to improve customer recovery experiences, streamline operational workflows, and support scalable servicing solutions.

The role owns the day-to-day product backlog, requirements, user stories, process alignment, and delivery coordination needed to advance disruption management and schedule change servicing capabilities. The ideal candidate combines structured product management discipline with strong analytical skills and the ability to connect operational workflows to customer-facing digital self-service, customer care, and notification experiences.

Essential Functions

Product Ownership & Roadmap Execution

• Support execution of the disruption and schedule change product roadmap under the direction of Product Leadership.
• Translate business needs into clear requirements, user stories, acceptance criteria, workflow definitions, and MVP scope.
• Own backlog grooming, prioritization inputs, sprint planning support, and day-to-day delivery coordination with IT and engineering teams.
• Partner with UX/UI and operational stakeholders to define usable operational workflows for disruption handling, re-accommodation, recovery offers, and schedule change servicing.
• Identify opportunities to reduce manual work, improve consistency, and strengthen the customer experience during irregular operations and planned schedule changes.

Operational Workflow, Business Rules & Servicing Capability Development

• Support the development and evolution of Frontier's disruption and schedule change servicing capabilities by documenting operational workflows, identifying opportunities for process improvement, and defining future product enhancements.
• Define product requirements for disruption scenarios, schedule change logic, customer eligibility rules, offer management, waivers, refunds, reaccommodation paths, and communication triggers.
• Partner with Operations, Customer Care, Airport teams, Revenue, Legal, Marketing Technology, and IT to ensure product logic aligns with operational policy, customer handling expectations, and regulatory considerations.
• Help connect disruption workflows to customer-facing channels including FlyFrontier.com, the mobile app, email, SMS, push notifications, kiosks, and Customer Care tools.
• Support integration needs across reservation, flight, operational, notification, customer profile, and reporting systems.

Data, Controls & Optimization

• Analyze disruption, schedule change, customer contact, self-service, notification, and recovery data to support product decisions.
• Monitor key performance indicators such as self-service containment, assisted-contact reduction, communication success, handling consistency, customer recovery outcomes, and operational adoption.
• Define reporting needs, audit controls, exception handling, and product health metrics for the servicing capability.
• Use customer feedback, operational insights, testing outcomes, and production performance to recommend enhancements and prioritize improvements.

Cross-Functional Collaboration

• Partner with UX/UI, IT, BI, Operations, Customer Care, Airports, Marketing Technology, Legal, and third-party vendors to deliver platform capabilities.
• Facilitate alignment across technical and non-technical teams by clearly explaining product decisions, dependencies, risks, and release expectations.
• Support issue resolution and prioritization in partnership with engineering, vendor, and business teams.
• Create clear documentation and communication materials to support stakeholder visibility, change readiness, and operational adoption.

Delivery Support & Change Readiness

• Conduct UAT and QA activities for new disruption, schedule change, rule, workflow, and communication capabilities.
• Track delivery progress, risks, dependencies, defects, open questions, and release readiness for assigned initiatives.
• Maintain product documentation including requirements, process flows, release notes, business rules, operational guidelines, and training support materials.
• Support phased rollout, adoption tracking, post-release validation, and continuous improvement after implementation.

Qualifications

• Bachelor's degree in Business, Computer Science, Marketing, or a related field, or equivalent work experience.
• 5+ years of experience in digital product management, preferably within ecommerce, travel, or hospitality industries.
• Strong knowledge of Agile frameworks (Scrum, Kanban, SAFe) and product management best practices.
• Experience with product analytics, A/B testing, and data-driven decision-making.
• Excellent leadership, stakeholder management, and communication skills.
• Ability to manage multiple priorities in a fast-paced, high-growth environment.
• Experience working with CMS, API integrations, and cloud-based digital platforms.
• Familiarity with Azure DevOps or similar tools preferred.
• CSPO or similar certifications preferred.

Knowledge, Skills and Abilities

• Strong understanding of digital product management processes, methodologies, and best practices.
• Deep knowledge of Agile development and ability to lead cross-functional teams effectively.
• Excellent analytical and problem-solving skills, with experience in data-driven decision-making.
• Strong communication and collaboration skills, with the ability to influence stakeholders at all levels.
• Experience with customer journey optimization, UX principles, and usability testing.
• Ability to work with technical and non-technical teams to translate business requirements into actionable features.
• Strong organizational skills with the ability to manage multiple projects and deadlines.
• Experience with roadmap planning, prioritization frameworks, and backlog management.
• Knowledge of coding and design best practices is a plus.
• Familiarity with cloud technologies, microservices, and API development preferred.

Equipment Operated

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

Work Environment

Typical office environment, adequately heated and cooled

Physical Effort

Generally, not required.

Supervision Received

General Direction: The incumbent normally receives little instruction on day-to-day work and receives general instructions on new assignments.

Salary Range: Please note: $90,094 - $119,583. This posting has a closing date of on or before midnight 10.31.26 MT.

Positions Supervised

None

Workplace Policies

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 be subject to change.