Sr Director, Airport Customer Service Operations

Working at Frontier Airlines 

At Frontier, our mission is to Make Every Flight Count. That mission guides how we support our customers, our people and the operation every day.  

As a Frontier employee, your work connects to more than a single role. Whether you’re supporting flights, helping customers, maintaining aircraft, leading teams or working behind the scenes, you help create a travel experience that is safe, reliable and built around value.  

Our work is guided by our core values: customer first, safety always, operational excellence and one team. These values shape how we make decisions, support each other and deliver for the people who count on us.  

Support for work, life and travel 

Frontier offers benefits, programs and travel privileges designed to support eligible employees at work and beyond. Availability may vary by role, employment status, eligibility, location, schedule, applicable policies and current plan details.  

Depending on role and eligibility, available benefits and programs may include:  

• Medical, dental and vision coverage
• 401(k) retirement savings options
• Paid holidays, vacation time and sick time
• Travel privileges on Frontier Airlines and participating partner airlines, based on current program rules and availability
• Buddy passes, based on eligibility and program rules
• Travel-related discounts and employee discounts on select products, services and vendors
• A hybrid schedule for eligible headquarters roles based in Denver, Colorado
• Business casual dress options for eligible corporate and support roles
• Employee support programs and resources, including the HOPE League, Frontier Airlines’ nonprofit organization

About Frontier Airlines 

Frontier Airlines is a Denver-based airline serving destinations across the United States and select international markets. Our people support every part of the travel journey, from airport operations and flight crews to aircraft maintenance, customer support, corporate teams and more.  

We’re focused on delivering meaningful value by making travel more accessible, practical and easy to personalize for our customers. Across the airline, our teams help support a safe, reliable and efficient operation while continuing to strengthen the experience for the people who choose Frontier. 

What Will You Be Doing?

The Sr Director, Airport Customer Service, reporting to the Vice President, Airport Customer Service, is the key operational leader at stations for the customer experience.  The Sr Director is responsible for the leadership of the station management, customer experience and airport operations personnel.  The work includes giving direction, training, team building, leadership development, counseling, and communication focusing on the internal customer, the external customer and operational performance such as on-time performance, baggage, international operations, and safety. 

Essential Functions

• Leadership

• Provide professional, role model-type leadership within the department and throughout the airline while ensuring that all actions and results support the organization’s vision.

• Assist with goal setting, planning, budgeting, scheduling, providing feedback, hiring, and establishing the vision for Frontier’s airport operations personnel.

• Leadership development

• Work to further develop those in leadership positions to prepare them for positions of increasing scope and responsibility.

• Communication

• Establish strong communication channels with all direct reports, managers and individual contributors as well as other departments.  Be a willing, motivational and enthusiastic communicator with individuals and groups, small and large, throughout the airline.

• Cultivate a vested interest in the success of peers and their operation.

• Initiative

• Plan for the future.
• Act in a proactive manner to identify and address operational problems.

• Develop and implement new and better ways of doing business.

• Technical functions

• Be an advocate for technology and enhancing work processes.

• In coordination with the Director, Security - interact with the TSA and FAA to ensure airport customer service operations follow all applicable regulations.

• Recognition and participation

• Implement measurements and reports that can provide feedback to employees on their performance.  Seek face-to-face opportunities to recognize exceptional individual and group performance.

• Structure

• Provide guidanc…