Airport Customer Service Manager (PHX)

Frontier Airlines; Phoenix (AZ); On-site; USD 62,000 - 86,366; Full time

Benefits offered by this job

Flight benefits for you and family

Buddy passes

Discounts on hotels & travel

Dress for your Day

Flexible work schedules

Total Rewards package

HOPE League charitable giving

Job summary

Frontier Airlines is seeking an Airport Customer Service Manager who will report to the General Manager of Airport Customer Service and support the Airport Sales & Operations Manager at Frontier airport locations. You will lead cross‑functional teams to deliver safe, reliable service and strong customer experiences.

The role requires a hands‑on leader with a focus on safety, regulatory compliance, budget considerations, and strong partnerships with internal teams and external stakeholders

Qualifications

• Bachelor's degree or equivalent work experience.
• 2+ years of passenger airline leadership experience.
• Fluency in Spanish for predominantly Spanish-speaking locations.

Responsibilities

• Lead and support airport customer service operations.
• Ensure safety, compliance with FAA/TSA/DOT.
• Drive operational performance and cost efficiency.
• Provide outstanding customer service and partnership with stakeholders.

Skills

Leadership

Interpersonal communications

Critical thinking

Problem solving

Delegation

Education

Bachelor's degree or equivalent

Job description

Why Work for Frontier Airlines? 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 - it’s 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 - we’re 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

• 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 a leading ultra‑low cost carrier headquartered in Denver, Colorado. With a mission to deliver Low Fares Done Right, the company provides affordable, convenient and accessible air travel throughout the U.S., Caribbean, Mexico and Latin America. Frontier’s highly fuel‑efficient, all‑Airbus fleet is among the youngest and most modern of any carrier within the U.S. That, combined with the airline’s many weight‑saving initiatives and focus on operational efficiencies, makes Frontier America’s Greenest Airline.* Each Frontier Airlines plane tail features a special animal with a unique name and backstory. Many of the featured species are endangered or threatened, part of the airline’s commitment to underscore and raise awareness for their plight. Frontier serves approximately 100 destinations throughout North America and operates 500-plus daily flights, on average. The airline employs more than 7,000 team members and has crew bases in more than a dozen U.S. cities. Frontier Airlines., Inc., is a subsidiary of Frontier Group Holdings, Inc. (NASDAQ: ULCC).

• Frontier is the most fuel‑efficient of all major U.S. carriers when measured by ASMs per fuel gallon consumed.

What Will You Be Doing?

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 Sales & Operations 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 Sales & Operations 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 for 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

The 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.

Salary Range

$62,000 - $86,366 - Please note: this role will close on or before 9/30/26.

Positions Supervised

• None

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.

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 DOT safety‑sensitive employees are subject to pre‑employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids, and Phencyclidine (PCP). Further, any DOT safety-sensitive job 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.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.