Manager, Training & Knowledge Management (Remote)

Frontier Airlines; Denver (CO); Hybrid; USD 72,000 - 96,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) retirement savings options

Paid holidays, vacation time and sick

Travel privileges on Frontier Airlines

Buddy passes and employee discounts

Hybrid schedule for eligible roles in/

Job summary

Frontier Airlines, a Denver-based airline, seeks a Manager, Training & Knowledge Management to own training, readiness, communication, and knowledge base strategy across Customer Care channels and BPO partner operations.

You will ensure frontline teams and vendor partners have accurate training, current knowledge content, and readiness support to deliver consistent, customer-focused service. This role supports a hybrid schedule and ongoing continuous improvement.

Qualifications

• Bachelor’s degree in Business, Communications, Education, Organizational Development, Training, or a related field required; equivalent relevant experience may be considered.
• Five or more years of experience in contact center operations, learning and development, training leadership, instructional design, knowledge management, vendor operations, or customer service operations required.
• Experience supporting airline, travel, hospitality, customer service, or outsourced contact center environments preferred.
• Experience supporting large-scale BPO operations, multi-site vendor teams, or global contact center partners preferred.
• Experience with Learning Management Systems, knowledge management platforms, Microsoft 365 tools, reporting dashboards, and content authoring tools preferred.

Responsibilities

• Develop and maintain Customer Care training programs, certifications, onboarding standards, continuing education, and readiness materials across voice, chat, back office, specialty support, recovery, escalations, complaints, and BPO operations.
• Own Knowledge Base governance, content accuracy, content freshness, usability, article standards, and ongoing updates in partnership with policy owners and business stakeholders.
• Lead policy rollouts, process changes, operational communications, and frontline readiness plans for vendors and internal Care teams.
• Ensure alignment between training, KB content, quality expectations, operational execution, and customer experience goals.
• Identify training and knowledge gaps using QA findings, customer complaints, escalation trends, CSAT drivers, performance data, and operational feedback.
• Partner with Operations, Quality, Digital, Customer Experience, Airport Operations, specialty departments, process owners, and vendor learning teams on readiness initiatives and continuous improvement.
• Establish vendor training governance standards, review training effectiveness, conduct audits, and support consistent delivery across outsourced partner locations.
• Translate complex policy, process, and product changes into clear training materials, job aids, quick reference guides, readiness toolkits, and agent-friendly communications.

Skills

Adult learning theory

Instructional design

Curriculum development

Training delivery

Learning effectiveness measurement

Stakeholder management

Cross-functional influence

Project management

Vendor management

Communication skills

Education

Bachelor's degree in Business/Communications/Education/Organizational Development/Training

Tools

Learning Management Systems

Knowledge management platforms

Microsoft 365 tools

Reporting dashboards

Content authoring tools

Job description

Frontier Airlines, a Denver-based airline, seeks a Manager, Training & Knowledge Management to own training, readiness, communication, and knowledge base strategy across Customer Care channels and BPO partner operations.

You will ensure frontline teams and vendor partners have accurate training, current knowledge content, and readiness support to deliver consistent, customer-focused service. This role supports a hybrid schedule and ongoing continuous improvement.