Director, Regional Airport Customer Service - Denver, United States - Frontier Airlines

Description

** Director, Regional Airport Customer Service - DEN**

**Job Category****:** Customer Service **Requisition Number****:** DIREC002807 Showing 1 location **Job Details**

**Description**

At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline - its our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life. Our successful business model allows travelers to take advantage of our fast-growing route network while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need saving them money along the way.

**What We Stand For**

Low Fares Done Right is our mission and we strive to bring it to life every day. Our Done Right promise means delivering not only affordable prices, but making travel **friendly** and easy for our customers. To do this, we put a great deal of **care** into every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and be **pioneers** - were not afraid to try new things. While our business requires us to fly high in the air, we also consider ourselves **down-to-earth** in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.

**Work Perks**

At Frontier, we like to think were creating something very special for our team members. Work is why were here, but the perks are nice too:

Flight benefits for you and your family to fly on Frontier Airlines.

Buddy passes for your friends so they can experience what makes us so great.

Discounts throughout the travel industry on hotels, car rentals, cruises and vacation packages.

Discounts on cell phone plans, movie tickets, restaurants, luggage and over 2,000 other vendors.

Enjoy a Dress for your Day business casual environment.

Flexible work schedules that support work/life balance.

Total Rewards program including a competitive base salary, short term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time and medical/dental/vision insurance that begins the 1st of the month following your hire date.

We play our part to make a difference. The HOPE League, Frontier Airlines non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship.

**Who We Are**

Frontier Airlines is committed to offering Low Fares Done Right to more than 100 destinations and growing in the United States, Canada, Dominican Republic and Mexico on more than 350 daily flights. Headquartered in Denver, Frontiers hard-working aviation professionals pride themselves in delivering the companys signature Low Fares Done Right service to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administrations 2018 Diamond Award for maintenance excellence and was recently named the industrys most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies.

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 Frontiers 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

Bachelors degree required, Masters 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 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

COVID Vaccination Policy for New Hires

Where permitted by applicable law, all candidates must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based jobs, if not already e