Policy Process & Knowledge Manager

Frontier Airlines, Inc.; Denver, Northern (CO, KY); Hybrid; USD 47,000 - 62,000; Full time

Benefits offered by this job

Medical benefits

401(k) retirement savings

Paid holidays and vacation

Travel privileges

Buddy passes

Employee discounts

Hybrid/remote options

Job summary

Frontier Airlines, Inc. is seeking a Specialist for Policy Process & Knowledge Management in a role that develops and maintains policy, process documentation, and Knowledge Base content for Customer Care and vendor-supported contact center operations.

The specialist translates policy into actionable workflows for frontline agents, supports policy rollouts, and ensures alignment with training, quality standards, and operational execution across channels.

Qualifications

• Required: High school diploma or equivalent.
• Required: 5+ years of experience in Contact Center, Customer Care, Operations, Training, Quality, Knowledge Management, Vendor Management, or a related operational support function.
• Required: Experience developing process documentation, SOPs, workflows, job aids, or operational guidance.
• Required: Strong written communication, organizational, analytical, and problem-solving skills.
• Required: Experience working cross-functionally with Operations and support teams.
• Preferred: Airline, travel, hospitality, or customer service industry experience.
• Preferred: Knowledge Base administration, process improvement, change-management, operational readiness, Quality, Training, Vendor/BPO operations, or escalation/complaint program experience.

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

Strong written communication

Cross-functional collaboration

Analytical problem-solving

Organizational skills

Procedural writing

Attention to detail

Policy interpretation

Education

High school diploma or equivalent

Tools

Knowledge Base platforms

Document management tools

Office software

Job description

Frontier Airlines, Inc. is seeking a Specialist for Policy Process & Knowledge Management in a role that develops and maintains policy, process documentation, and Knowledge Base content for Customer Care and vendor-supported contact center operations.

The specialist translates policy into actionable workflows for frontline agents, supports policy rollouts, and ensures alignment with training, quality standards, and operational execution across channels.