Remote Policy & Knowledge Management Specialist

Frontier-Airlines; Denver (CO); Hybrid; 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

Job summary

Frontier Airlines is seeking a Specialist for Policy Process & Knowledge Management to develop and maintain policy, process documentation, and knowledge content for Customer Care and vendor-supported contact centers. You will translate policy into actionable workflows for frontline agents and support teams, driving readiness and alignment across multiple functions.

The role requires strong written communication, cross-functional collaboration, and experience creating SOPs and knowledge bases.

Qualifications

• High school diploma or equivalent.
• 5+ years of experience in Contact Center, Customer Care, Operations, Training, Quality, Knowledge Management, Vendor Management, or related function.
• Experience developing process documentation, SOPs, workflows, job aids, or operational guidance.
• Strong written communication, organizational, analytical, and problem-solving skills.
• 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 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.
• 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 documentation

Cross-functional collaboration

Written communication

Analytical skills

Problem solving

Regulatory understanding

Education

High school diploma

Job description

Frontier Airlines is seeking a Specialist for Policy Process & Knowledge Management to develop and maintain policy, process documentation, and knowledge content for Customer Care and vendor-supported contact centers. You will translate policy into actionable workflows for frontline agents and support teams, driving readiness and alignment across multiple functions.

The role requires strong written communication, cross-functional collaboration, and experience creating SOPs and knowledge bases.