What Will You Be Doing?

The Manager, Quality and Customer Insights leads quality performance, compliance, and insights strategy across all Customer Care vendor operations and internal support channels. This role owns the QA framework, calibration, audit programs, customer experience measurement, and performance insights that translate quality trends, customer pain points, defects, CSAT/VOC insights, escalation data, regulatory complaints, and operational KPIs into actionable coaching, behavior change, and operational improvements.

Essential Functions

• Develop, lead, and govern the Customer Care Quality Assurance framework, calibration routines, audit programs, and evaluation standards across BPO partners, sites, channels, and support teams.
• Ensure consistency of evaluation standards, compliance expectations, scorecard governance, policy adherence, and customer interaction assessments across all vendor operations.
• Analyze QA results, quality trends, defects, customer complaints, escalations, regulatory complaints, survey feedback, CSAT performance, VOC insights, and operational KPIs to identify root causes impacting customer experience.
• Translate quality insights, customer pain points, and performance trends into actionable coaching, behavior-change plans, corrective actions, and operational improvements.
• Produce executive-ready dashboards, vendor quality reviews, complaint trend reporting, root cause summaries, performance narratives, and leadership insights that influence operational priorities and improvement plans.
• Lead quality governance across BPO vendor partners, including monthly and quarterly quality reviews, corrective action tracking, audit follow-up, and performance improvement routines.
• Partner with Vendor Operations, Training, Workforce Management, Customer Advocacy, Airport Operations, Revenue Operations, Digital Experience, Loyalty, BPO partners, and senior leadership to drive behavior change, remove customer friction points, and improve resolution quality.
• Identify opportunities to reduce customer effort, repeat contacts, escalations, complaint volume, policy confusion, process defects, compliance risk, and customer dissatisfaction.
• Provide quality observations and customer insights that inform training curriculum, coaching plans, knowledge management updates, readiness initiatives, and frontline performance improvement.

Other Functions

• Support special projects related to Customer Care transformation, customer recovery, digital self-service, automation, agent enablement, process simplification, and contact reduction.
• Participate in cross-functional meetings, business reviews, and operational readiness discussions as a Customer Care quality and insights representative.
• Assist with ad hoc executive readouts, leadership updates, business cases, and operational summaries as needed.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required; bachelor's degree in Business, Operations, Aviation Management, Customer Experience, Analytics, or related field preferred.
• Minimum of five years of experience in Customer Care, Quality Assurance, Customer Experience, Operations, Vendor Management, or a high-volume service environment required.
• Experience leading QA, VOC, complaint management, customer recovery, or CX programs in airline, travel, hospitality, BPO, or contact center environments preferred.
• Experience working with outsourced contact center partners and managing vendor performance expectations preferred.
• Experience analyzing operational performance, customer feedback, complaint trends, CSAT/NPS data, and root cause drivers required.
• Experience preparing executive-level summaries, business insights, dashboards, and performance recommendations preferred.

Knowledge, Skills and Abilities

• Strong knowledge of quality assurance programs, customer experience measurement, Voice of Customer programs, CSAT/NPS methodologies, complaint management, customer recovery, and contact center operations.
• Ability to analyze data, identify trends, determine root causes, and translate insights into clear business recommendations and operational actions.
• Ability to lead calibration sessions, quality governance routines, vendor quality reviews, and cross-functional performance discussions.
• Strong communication skills with the ability to present complex findings clearly to frontline leaders, vendor partners, cross-functional stakeholders, and senior leadership.
• Strong organizational, problem-solving, prioritization, and follow-through skills with the ability to manage multiple initiatives and competing priorities.
• Ability to influence without direct authority, build partnerships, and drive accountability across internal teams and external vendor partners.
• Proficiency with Microsoft Office applications and familiarity with reporting, dashboarding, analytics, quality management, CRM, or contact center platforms preferred.

Equipment Operated

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

Work Environment/Remote Options

• This role can be based at our headquarters in Denver, CO or anywhere in the United States via a remote work arrangement (periodic travel to Denver from a Frontier-serviced city required)
• If remote, you must be able to follow our remote work policies, including ability and comfort level working from home with access to a high-speed internet connection
• If headquarters-based, typical office environment, adequately heated and cooled

Physical Effort

Sedentary work; position requires regular use of a computer, extended periods of sitting, and occasional standing, walking, or lifting of standard office materials.

Supervision Received

Works under general direction. Exercises independent judgment in managing quality governance, customer insight analysis, vendor quality performance, and cross-functional improvement recommendations, with escalation to leadership for significant risks, policy decisions, or strategic direction.

Positions Supervised

No direct reports anticipated. This role provides functional leadership, quality governance, and performance guidance to vendor quality teams, BPO partners, frontline leadership, and cross-functional stakeholders supporting Customer Care operations.

Salary: $72,000 - $96,331 Annually

Please note this posting will expire on or before 8/24/2026.

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.