Job Description

Airport Customer Service Manager (DEN)

The Airport Customer Service Manager reports to and assists the General Manager of Airport Customer Service in delivering outstanding and safe operational performance, customer service and financial performance in one or more Frontier airport locations. The Airport Customer Service Manager is an alternate Frontier representative to both the airport and business partner for the station(s) and serves as both a liaison and representative for all customers, internal and external. The Airport Customer Service Manager has regular / daily interaction with Frontier managers and directors.

Essential Functions

• Safety Be a champion for safety through accountability, awareness and communication. Ensure that all employees, direct and business partner, understand the importance of safety and require that they conduct themselves in a manner that reflects this value and enhances the level of safety of the company.
• Operational Performance Ensure outstanding operational performance through effective cross-functional leadership during day-to-day operations. Work with other operational and planning departments to influence and improve day-to-day performance. Ensure front-line visibility to station and corporate goals and drive continuous improvement through effective management and development of processes and procedures.
• Customer Service Lead a team to deliver superlative customer service through engagement, motivation, coaching and leadership. Be a tireless advocate of Low Fares Done Right and effectively communicate its meaning to Frontier's business partners and front-line teams.
• Fiscal Responsibility Continuously strive to lower costs to improve the company's position as an Ultra-Low-Cost Carrier.
• Regulatory Compliance - Ensure compliance with all airline and government agency regulations and protocols. Monitor compliance to all FAA, TSA and DOT regulations. Establish sound working relationships with FAA, TSA, Customs, Immigrations, airport authorities, and business partners. Where applicable, ensure all international requirements are met and complied with, working with CBP and governments where necessary to procure rights and slots.
• Vision Keep an open mind to new ideas and ways of conducting business, while focusing on the company's goals and business plan. Foster an environment where employee suggestions are vetted and implemented when in line with the company's direction.
• Visible and Active Leadership Be a willing, motivational leader who seeks out opportunities to get in front of employees and business partner employees to establish excellent two-way communication. Be a role model for others to follow. Guide business partners as they lead the day-to-day operations of their stations.
• Availability Be available 24/7. This includes phone calls, texts, and email responses in real time.
• Data Analysis Have the ability to interpret and pull reports from multiple company reporting platforms.
• Reward and Recognition Identify successes and seek ways to recognize superior performance while ensuring high standards are set and maintained.
• Appearance Ensure that a high standard is set with regard to the appearance of our business partners, facilities and equipment.
• Administration and Quality Assurance Manage the contractual requirements of the station, ensuring that local management is adhering to set standards. Monitor compliance with all training, safety, financial and operational goals, ensuring that business partners understand and perform to the level of expectation and operational excellence expected by Frontier.
• Technology - Assist in the performance of technology to make our stations as efficient as possible, working with the Information Technology Division (IT).

Qualifications

• Bachelor's degree preferred or equivalent work experience
• 2+ years prior passenger airline experience in a leadership role
• Previous Station Supervisor experience preferred
• Fluency in Spanish required for predominantly Spanish speaking or Latin American locations.

Knowledge, Skills and Abilities

• Must be able to lead employees of business partners and provide guidance and direction.
• Ability to become qualified in all required training courses
• Ability to troubleshoot performance and lead process improvement.
• Skill in interpersonal communications, leadership, delegation, collaboration, critical-thinking, and problem solving
• Knowledge and understanding of Federal Aviation Administration Regulations, Transportation Security Administration, Department of Transportation, Americans with Disabilities Act, as well as any other regulatory entities

Travel

10% - 50%

Equipment Operated

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

Work Environment

Typical office environment, adequately heated and cooled

Outdoor work, around heavy equipment

All types of weather

Physical Effort

Position requires strenuous physical work. Heavy lifting, pushing or pulling of objects up to 100 pounds occasionally and/or up to 50 pounds frequently.

Supervision Received

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

Positions Supervised

• None

Salary Range: $70,000-$95,000

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