System Customer Service Manager

Frontier Airlines; Denver (CO); On-site; USD 58,394 - 77,508; Full time

Job summary

Frontier Airlines is looking for a System Customer Service Manager to oversee passenger movement across their extensive network. This role involves maximizing service efficiency while ensuring operational performance amidst flight irregularities.

The ideal candidate will have at least 3 years of experience in aviation leadership, strong communication skills, and familiarity with System Operations Control software. A commitment to customer service excellence is crucial as you will be the main point of contact for customer service operations.

Qualifications

• Minimum 3 years of demonstrated leadership/management experience in aviation.
• Strong attention to detail and ability to multi-task in a fast-paced environment.
• Familiarity with System Operations Control software.

Responsibilities

• Plan and coordinate passenger movement across Frontier’s 70+ station network.
• Coordinate and manage daily customer service operations.
• Lead efforts to minimize customer impact from delays and cancellations.

Skills

Leadership experience in aviation

Attention to detail

Communication skills

Ability to multi-task

Tools

SABRE FliteTrac

Microsoft Office Suite

Navitaire

Job description

Overview

Why Work for Frontier Airlines? At Frontier, the skies should be for everyone. Frontier emphasizes Low Fares Done Right as its driving philosophy. Every team member has an important role in bringing this vision to life, with a business model that offers a fast-growing route network and pricing options that allow customers to personalize their travel experience and pay only for the services they need.

Frontier is a leading ultra-low cost carrier headquartered in Denver, Colorado. The company provides affordable, convenient and accessible air travel throughout the U.S., Caribbean, Mexico and Latin America. Frontier employs more than 7,000 team members with multiple crew bases nationwide.

Salary range and posting expiry: $58,394 - $77,508. This posting will expire on or before 6/12/26. Frontier is an equal opportunity employer and maintains a zero tolerance drug-free workplace policy for safety-sensitive roles.

What Will You Be Doing?

• Housed in the System Operations Control Center, the System Customer Service Manager (SCSM) plans and coordinates passenger movement across Frontier’s 70+ station network, serving as the primary point of contact for customer service operations and passengers impacted by flight cancellations and irregular operations.
• Coordinate, communicate and manage daily customer service operations to maximize service while maintaining operational performance.
• Collaborate with the SOC Manager to ensure efficient day-to-day operations, protect passenger revenue, and communicate decisions and options affecting airport operations.
• Supervise system customer service issues, providing guidance to stations and hubs during regular and irregular operations, including proactive management of connecting customers across the system.
• Lead Irregular Operations efforts: minimize customer impact from delays and cancellations; develop service recovery plans; and communicate cancellations and passenger impact to stations and hubs.
• Integrate the needs of the SOC Manager and minimize customer impact to the best extent possible.
• Administer passenger protection options in coordination with station/hub planning centers and authorize interrupted trip expenses per policy.
• Coordinate with the Director, System Operations Control to move passengers across the Frontier network and prevent issues that could affect operations.
• Perform daily administrative tasks affecting revenue, including maintaining authorization levels, seat map assignments, and meeting special passenger needs; communicate with station personnel as needed.
• Coordinate and book FAA inspection rides as required.
• Manage carrier funds and immediate payment methods during operations, including charter and ad-hoc operations.
• Assist in recruiting SOC personnel and contribute to coaching, counseling and discipline of SOC and Customer Service staff.
• Coordinate flight activity with code-share and regional partners; provide effective team leadership within the SOC to achieve corporate goals.
• Serve as initial point of contact in the event of an emergency response.

Qualifications

• Demonstrated leadership/management experience in aviation; minimum 3 years preferred.
• Strong attention to detail, ability to multi-task in a fast-paced environment, effective communication, and ability to follow through on multiple ongoing tasks.
• Familiarity with System Operations Control software and technology (SABRE FliteTrac).
• Strong knowledge of customer service, airport and airline operations.

Knowledge, Skills and Abilities

• Computer applications including Microsoft Office Suite, SABRE FliteTrac, and Navitaire.
• Excellent communication skills, including interaction with airport authorities, government agents and executive leadership.
• Strong interpersonal skills and ability to collaborate with other departments and agencies.
• Highly motivated with ability to handle multiple high-profile tasks calmly.
• Proven ability to make balanced decisions during stress and irregular situations.

Work Environment and Physical Requirements

• Typical office environment, adequately heated and cooled.
• Light physical effort required by handling objects up to 20 pounds occasionally and up to 10 pounds frequently.
• Supervision: General direction; limited day-to-day instruction; some new assignments with guidance.
• Positions Supervisory: SCSM coordinates movement of customers across the network, with no direct reports but significant responsibility for customer flow and revenue impact.

Additional Details

• Equipment Operated: Standard office equipment (PC, copier, fax, printer).
• Salary Range: $58,394 - $77,508.
• Workplace Policies: Frontier is an equal opportunity employer and maintains a Zero Tolerance Drug-Free Workplace for safety-sensitive roles.
• Legal/disclaimer: The posting includes standard statements about duties, responsibilities and changes to a role; details may be updated.