Policy & Knowledge Management Specialist - Remote

Frontier Airlines; Denver (CO); On-site; USD 47,000 - 62,000; 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 Denver HQ roles

Employee support programs

Job summary

Frontier Airlines is seeking a policy content specialist to develop and maintain our knowledge base and policy documentation. You will translate policy into actionable workflows for frontline agents and coordinate with Training, Operations, Quality, and vendor teams to ensure accuracy and readiness.

Role supports policy rollouts, audits, and process improvements, with a focus on clear, compliant frontline guidance and content governance.

Qualifications

• High school diploma or equivalent is required.
• 5+ years in Contact Center, Customer Care, Operations, Training, Quality, Knowledge Management, Vendor Management, or related function.
• Experience developing process documentation, SOPs, workflows, or operational guidance.
• Strong written communication and cross-functional collaboration.

Responsibilities

• Create, update, and maintain Knowledge Base articles, SOPs, workflows, playbooks, job aids, and operational guidance for Customer Care and vendor partner teams.
• Translate policy, regulatory requirements, business decisions, and process changes into clear, actionable workflows for frontline agents and support teams.
• Support policy rollouts and operational communications across internal teams and BPO vendor operations, including bulletins, readiness materials, huddles, and change-management updates.
• Ensure alignment between Knowledge Base content, training materials, quality expectations, and operational execution across all supported channels.
• Partner with Training, Operations, Quality, Customer Advocacy, Revenue, Digital, Loyalty, and vendor leaders to validate content accuracy, identify process gaps, and coordinate updates.
• Maintain content governance, version control, approval workflows, and audit readiness documentation to ensure policies and procedures remain current and compliant.
• Support audits, compliance reviews, check-form validation, complaint trend research, escalation investigations, and operational risk mitigation tied to policy or process execution.
• Monitor vendor feedback, repeat-contact drivers, customer friction points, and policy-related escalations to recommend documentation or process improvements.

Skills

Policy translation

Documentation writing

Cross-functional collaboration

Attention to detail

Communication skills

Analytical problem-solving

Education

High school diploma or equivalent

Tools

Knowledge Base platforms

Document management tools

Job description

Frontier Airlines is seeking a policy content specialist to develop and maintain our knowledge base and policy documentation. You will translate policy into actionable workflows for frontline agents and coordinate with Training, Operations, Quality, and vendor teams to ensure accuracy and readiness.

Role supports policy rollouts, audits, and process improvements, with a focus on clear, compliant frontline guidance and content governance.