Director, Regional Airport Customer Service

What Will You Be Doing?

The Director, Regional Airport Customer Service is responsible for delivering outstanding and safe operational performance, customer service and financial performance at DEN (Denver International Airport) and a Region of other airport locations. The Director, Regional Airport Customer Service is the primary Frontier representative to the airports, governmental agencies and multiple business partners for the Station and the Region and serves as both a liaison and representative for all customers, internal and external.

Essential Functions

• Champion safety through accountability, awareness and communication, ensuring all employees, direct and business partner, understand the importance of safety and conduct themselves in a manner that enhances the level of safety of the company.
• Ensure outstanding operational performance through effective cross-functional leadership and development of processes and procedures to drive continuous improvement.
• Lead a team to deliver superlative customer service through engagement, motivation, coaching and leadership and by being an advocate of Low Fares Done Right and effectively communicate its meaning to Frontier’s business partners and front-line teams.
• Achieve lower costs through identification and elimination of inefficiencies and improvement of local contracts.
• Interact with Frontier senior management to provide strategic and operational planning input for the Airport Customer Service Division as well as the company and report progress and results to senior management on a regular basis.
• Ensure compliance with all airline and government agency regulations and protocols, including FAA, TSA, DOT and other applicable regulations. Ensure all requirements are met and complied with.
• Interpret and pull reports from multiple company reporting platforms.
• Recruit, select, set and manage performance objectives and ensure appropriate training, recognition and corrective action for team members to ensure operational, safety and customer service objectives are consistently met or exceeded.
• Ensure high standards of appearance of our business partners, facilities and equipment are consistently maintained to promote a clean and professional image for the organization.
• Manage the contractual requirements of DEN and the Region, ensuring local management is adhering to set standards and maintaining compliance with all training, safety, financial and operational goals expected by Frontier.
• Assist in the assessment, justification, implementation, and performance of technology to make our Stations as efficient as possible, working with the Information Technology Division (IT).

Qualifications

• 10+ years of commercial passenger airline experience in an airport operations leadership role preferred

• Bachelor’s degree required, Master’s degree preferred; combination of relevant education and experience considered in lieu of education and experience requirements
• Departmental budget experience required
• Experience with labor relations and union workforces preferred
• Must have extensive experience operating, managing and delivering results in an outsourced business partner environment

Knowledge, Skills and Abilities

• Professional demeanor with the ability to model dedication and support for company goals
• Ability to promote positive attitudes and company loyalty within large (100+) employee groups
• Excellent interpersonal skills evidenced by the ability to work and communicate effectively with all levels of management and employees
• Ability to define problems and work through solutions in a team building, non-threatening manner
• Highly ethical and trustworthy leader that will represent and serve the employee group
• Ability to make decisions under extreme pressure and to prioritize multiple tasks
• Thorough knowledge of federal, state, and local laws, policies and procedures governing all airline/airport activities
• Ability to use discretion and good judgment in ambiguous situations
• Ability to maintain large deadline-oriented projects within project timelines and budget
• Open-minded to new ideas and ways of conducting business, while focusing on company goals and business plans.
• Ability to foster an environment where employee suggestions are welcome and implemented when appropriate.

Positions Supervised

• Manager, DIA Station Operations
• Manager, Aircraft Appearance
• City Manager
• Station Regional Manager

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.

Frontier Airlines, Inc. is an equal opportunity employer and, as such, is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Frontier Airlines is a Zero Tolerance Drug-Free Workplace. All prospective employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with Frontier.