What Will You Be Doing?

The Sr. Manager, BPO Partner Management owns the day-to-day relationship with Frontier's Business Process Outsourcing (BPO) partners and serves as the company's primary point of contact for outsourced operations. The role is strategic and tactical in equal measure: it sets the direction for how Frontier partners with its providers while standing up the execution disciplines - service level agreement (SLA) design, management, and enforcement, and the negotiation of Master Service Agreements (MSAs) and Statements of Work (SOWs) - that make outsourcing successful.

Reporting to the Director, Airport Strategy, Facilities & BPO Services, this role builds a new function from the ground up, partnering with business units across the company - including Airport & Customer Service, Inflight, Legal, Finance & Accounting, and Procurement / Shared Services - to develop, transition, and mature outsourced operations. The position calls for sound judgment, strong relationship management, and end-to-end accountability for partner performance, service quality, and the cost savings the program is designed to deliver.

Essential Functions

• Serve as Frontier's day-to-day owner and primary point of contact for BPO partners, managing the relationship and overall partner performance.
• Lead the design, management, and enforcement of service level agreements (SLAs) - building the metrics, reporting, and governance that hold partners accountable for quality and outcomes.
• Negotiate and manage Master Service Agreements (MSAs) and Statements of Work (SOWs), partnering with Legal, Procurement, and Finance on commercial terms.
• Partner with individual business units to develop, transition, and mature outsourced operations, helping each function move work to partners with the right documentation and controls.
• Shape the strategic direction of Frontier's BPO function - prioritizing scope, sequencing transitions, and identifying additional opportunities to outsource over time.
• Build and run the governance model for partner management, including regular business reviews, escalation paths, and executive reporting.
• Monitor partner performance against SLAs and cost targets, surfacing risks early and driving corrective action.
• Coordinate across internal stakeholders to streamline decision-making and keep transitions on track.
• Support the financial case for outsourcing in partnership with Finance, helping ensure the program delivers its targeted savings.
• As the function grows, help build and lead a small team, providing direction and development to analysts and coordinators.

Qualifications

• Bachelor's degree in Business, Finance, Supply Chain, Operations, or a related field; equivalent experience considered.
• Approximately 7 or more years of relevant experience in vendor / partner management, outsourcing, procurement, operations, consulting, or a related area.
• 3+ years of direct people leadership experience
• Experience negotiating and managing commercial agreements (e.g., MSAs, SOWs, or service contracts).
• Experience developing or managing SLAs and holding partners or vendors accountable to performance metrics is preferred.
• Experience in airline, travel, or other operationally complex, multi-stakeholder environments is a plus, but not required.

Knowledge, Skills and Abilities

• Strong relationship management and communication skills, with the ability to work across all levels of the organization and with external partners.
• Comfortable operating at both strategic and tactical levels - setting direction while managing day-to-day execution.
• Sound judgment and the ability to make decisions and solve problems in a developing, sometimes ambiguous, environment.
• Organized and detail-oriented, with the ability to manage multiple workstreams and partners simultaneously.
• Working knowledge of contracting, SLAs, and performance-management concepts.
• Comfort with data, reporting, and basic financial analysis to track performance and savings.
• A collaborative, build-it mindset suited to standing up a new function.
• Ability to travel periodically in support of partner and business-unit needs.

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

Considerable Latitude: The incumbent establishes methods and procedures for attaining specific goals and objectives, and receives guidance in terms of broad goals. Only the final results of work are typically reviewed.

Salary $110,114 - $146,157 Please note: this posting has a closing date of 9.30.2026 midnight MT.

Positions Supervised

None at present; team to be built out as the function matures.

Anticipated future roles: Analyst

Anticipated future roles: Sr. Analyst

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.