Senior Analyst, Remote - Partner Performance & Insights

Frontier Airlines, Inc.; Northern (KY); 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

Employee discounts on select products,

Hybrid schedule for eligible HQ roles

HOPE League and employee resources

Job summary

Frontier Airlines, Inc. is seeking a Sr Analyst to lead partner performance and business insights, with remote eligibility. You will own reporting, analytics and dashboards across vendor operations to drive data-driven decisions that improve customer care and operational efficiency.

You will partner with Operations, Finance and BPO partners to translate data into actionable insights, support QBRs and executive reviews, and ensure a single source of truth across KPIs like CSAT, SLA and AHT.

Qualifications

• 5+ years of experience in business analytics, contact center reporting, operations analytics, vendor operations, workforce analytics, customer experience analytics, or a related role.
• Experience building dashboards, scorecards, reporting packages, or executive business reviews.
• Strong Excel and data-analysis skills with demonstrated ability to interpret data, identify trends, validate assumptions, and make recommendations.
• Experience working with operational KPIs such as SLA, AHT, abandon rate, CSAT, FCR, repeat contact, transfer rate, queue health, productivity, and complaint trends.
• Preferred: Power BI, Databricks, SQL, dashboard development, business intelligence, workforce planning, capacity reporting, data governance, or source validation experience.
• Preferred: Experience supporting executive reporting, QBRs, MBRs, vendor business reviews, or customer experience improvement plans.

Responsibilities

• Build, maintain, and evolve Power BI dashboards, executive scorecards, and performance reporting for Customer Care vendor operations.
• Analyze KPIs across vendors, channels, queues, sites, workflows, and lines of business to identify trends, root causes, risks, and performance gaps.
• Deliver clear business insights, data-driven narratives, and actionable recommendations to Customer Care leadership and operational partners.
• Support vendor business reviews, Monday Operations reviews, executive readouts, and partner performance discussions with consolidated reporting and performance insights.
• Partner with Operations, Quality, Training, Workforce, Finance, Digital Transformation, and BPO partners to align insights to action and improve operational outcomes.
• Validate reporting accuracy, data sources, partner files, KPI definitions, and dashboard outputs to maintain a reliable single source of truth.
• Support workforce and partner delivery analysis by connecting volume, SLA, AHT, abandon rate, queue health, capacity, and staffing trends to readiness and performance decisions.
• Translate CSAT, FCR, repeat contact, complaint, DOT, and customer sentiment data into operational insights and improvement opportunities.

Skills

Excel & data analysis

Dashboard reporting

Analytical storytelling

Vendor operations analytics

Executive communication

Tools

Power BI

Databricks

SQL

Job description

Frontier Airlines, Inc. is seeking a Sr Analyst to lead partner performance and business insights, with remote eligibility. You will own reporting, analytics and dashboards across vendor operations to drive data-driven decisions that improve customer care and operational efficiency.

You will partner with Operations, Finance and BPO partners to translate data into actionable insights, support QBRs and executive reviews, and ensure a single source of truth across KPIs like CSAT, SLA and AHT.