What Will You Be Doing?The Manager, Customer Care Partner Delivery owns end-to-end vendor performance, operational execution, and customer resolution outcomes across Frontier Customer Care partner-supported channels, including Voice, Chat, Complaints, Back Office, Specialty Support, Customer Recovery, Escalations, Refunds, Baggage Support, and regulatory-related workflows.
This role serves as the primary operational liaison between Frontier Airlines and BPO partner organizations, ensuring consistent service delivery, customer experience execution, policy adherence, workforce readiness, quality partnership, performance accountability, and continuous improvement across assigned vendors, sites, and workstreams.
Essential Functions- 35% - Partner Delivery, Vendor Governance & Operational Performance
- 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 key operational indicators including 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.
- 25% - Customer Experience, Complaints, Escalations & Recovery
- Oversee partner execution for customer 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 to resolve issues and improve the end-to-end customer journey.
- Ensure customer commitments, escalation paths, documentation requirements, and resolution expectations are followed timely and consistently.
- 20% - Operational Readiness, Risk Mitigation & Incident Response
- Lead operational readiness activities 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.
- Partner with Workforce, Quality, Training, and Knowledge Management teams to ensure partner teams have the capacity, coaching, guidance, and documentation needed to support customers effectively.
- 15% - Business Insights, Root Cause & Continuous Improvement
- 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 that reduce customer effort, repeat demand, and process waste.
- 5% - Compliance, Documentation & Controls
- Support compliance awareness and operational control expectations related to customer handling, refunds, accommodation programs, complaint workflows, regulatory processes, and documentation standards.
- Maintain audit-ready documentation, support knowledge base/process updates, and escalate risks requiring leadership, policy, or cross-functional decisioning.
Other Functions- Support special projects, pilots, operating model changes, partner transitions, and customer experience initiatives that improve Customer Care service delivery.
- Participate in cross-functional planning with Quality, Training, Digital, Airport Operations, Customer Advocacy, Revenue Operations, Customer Experience, Analytics, Legal, Loyalty, and Workforce Planning teams.
- Assist with knowledge base, training, reporting, process documentation, and partner communication updates related to assigned workstreams.
- Perform other duties as assigned to support Customer Care, vendor operations, and partner delivery objectives.
Qualifications- 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.
Knowledge, Skills and Abilities- 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.
Equipment OperatedStandard office equipment, including PC, copier, fax machine, printer
Work EnvironmentTypical office environment, adequately heated and cooled. Position may require collaboration with remote, offshore, and multi-site vendor partners through phone, chat, email, video conferencing, and collaboration tools.
Physical EffortLight physical effort required by handling objects up to 20 pounds occasionally and/or up to 10 pounds frequently.
Supervision ReceivedGeneral Direction: The incumbent normally receives little instruction on day-to-day work and receives general instructions on new assignments.
Positions SupervisedNo direct reports anticipated unless assigned. Provides functional leadership, operational direction, and performance accountability to BPO partner leadership teams, vendor operations teams, and cross-functional stakeholders supporting Customer Care delivery.
Salary Range: $81,752 - $108,511
Please note this role has a closing date of on or before 10/1/26 midnight MST. 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.
