System Customer Service Manager

Frontier Airlines, Inc.; Denver, Northern (CO, KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k) retirement plan

Travel privileges

Buddy passes

Employee discounts

Job summary

Frontier Airlines, Inc. is seeking a System Customer Service Manager to oversee the daily passenger movement across Frontier’s 70+ station network. You will serve as the primary contact for customer service operations, coordinating with field teams and ensuring high standards during irregular operations.

The role requires strong leadership in safety and customer service, with a focus on responsive decision-making and effective communication across the SOC and stations.

Responsibilities

• Ensure Frontier operations are conducted safely and in compliance with FARs, contracts, and policies.
• Coordinate, communicate and manage the daily customer service operation of the airline, aiming for maximum customer service and performance.
• Coordinate with the SOC Manager to ensure efficient day-to-day operations and protect passenger revenue.

Job description

At Frontier, our mission is to Make Every Flight Count. That mission guides how we support ourcustomers, ourpeopleand the operation every day.

As a Frontier employee,yourworkconnects to more than a single role. Whetheryou’resupporting flights, helpingcustomers,maintainingaircraft, leadingteamsor working behind the scenes, you help create a travel experience that is safe,reliableand built around value.

Our work is guided by our core values: customer first, safety always, operationalexcellenceand one team. These values shape how we make decisions, supporteach otherand deliver for the people who count on us.

Support for work,lifeand travel

Frontier offers benefits, programs and travel privileges designed to support eligible employees at work and beyond. Availability may vary by role, employment status, eligibility, location, schedule, applicablepoliciesand current plan details.

Depending on role and eligibility, available benefits and programs may include:

• Medical, dental and vision coverage
• 401(k) retirement savings options
• Paid holidays, vacationtimeand sick time
• Travel privileges on Frontier Airlines and participating partner airlines, based on current program rules and availability
• Buddy passes, based on eligibility and program rules
• Travel-related discounts and employee discounts on select products,servicesand vendors
• A hybrid schedule for eligible headquarters roles based in Denver, Colorado
• Business casual dress options for eligible corporate and support roles
• Employee support programs and resources, including the HOPE League, Frontier Airlines’ nonprofit organization

Frontier Airlines is a Denver-based airline serving destinations across the United States and select international markets. Our people support every part of the travel journey, from airport operations and flight crews toaircraftmaintenance, customer support, corporateteamsand more.

We’refocused on delivering meaningful value by making travel more accessible,practicaland easy to personalize for our customers. Across the airline, our teams help support a safe,reliableand efficient operation while continuing to strengthen the experience for the people who choose Frontier.

Why Work for Frontier Airlines?

At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline - it’s our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life. Our successful business model allows travelers to take advantage of our fast-growing route network while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need - saving them money along the way.

What We Stand For

Low Fares Done Right is our mission and we strive to bring it to life every day. Our ‘Done Right’ promise means delivering not only affordable prices, but making travelfriendlyand easy for our customers. To do this, we put a great deal ofcareinto every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and bepioneers - we’re not afraid to try new things. While our business requires us to fly high in the air, we also consider ourselvesdown-to-earthin our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.

At Frontier, we like to think we’re creating something very special for our team members. Work is why we’re here, but the perks are nice too:

• Flight benefits for you and your family to fly on Frontier Airlines.
• Buddy passes for your friends so they can experience what makes us so great.
• Discounts throughout the travel industry on hotels, car rentals, cruises and vacation packages.
• Discounts on cell phone plans, movie tickets, restaurants, luggage and over 2,000 other vendors.
• Enjoy a ‘Dress for your Day’ business casual environment.
• Flexible work schedules that support work/life balance.
• Total Rewards program including a competitive base salary, short term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time and medical/dental/vision insurance that begins the 1 st of the month following your hire date.
• We play our part to make a difference. The HOPE League, Frontier Airlines’ non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship.

Who We Are

Frontier Airlines is a leading ultra-low cost carrier headquartered in Denver, Colorado. With a mission to deliver Low Fares Done Right, the company provides affordable, convenient and accessible air travel throughout the U.S., Caribbean, Mexico and Latin America. Frontier’s highly fuel-efficient, all-Airbus fleet is among the youngest and most modern of any carrier within the U.S. That, combined with the airline’s many weight-saving initiatives and focus on operational efficiencies, makes Frontier America’s Greenest Airline.* Each Frontier Airlines plane tail features a special animal with a unique name and backstory. Many of the featured species are endangered or threatened, part of the airline’s commitment to underscore and raise awareness for their plight. Frontier serves approximately 100 destinations throughout North America and operates 500-plus daily flights, on average. The airline employs more than 7,000 team members and has crew bases in more than a dozen U.S. cities. Frontier Airlines., Inc., is a subsidiary of Frontier Group Holdings, Inc. (NASDAQ: ULCC).

* Frontier is the most fuel-efficient of all major U.S. carriers when measured by ASMs per fuel gallon consumed.

Why Work for Frontier Airlines?

At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline - it’s our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life. Our successful business model allows travelers to take advantage of our fast-growing route network while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need - saving them money along the way.

What We Stand For

Low Fares Done Right is our mission and we strive to bring it to life every day. Our ‘Done Right’ promise means delivering not only affordable prices, but making travelfriendly and easy for our customers. To do this, we put a great deal ofcare into every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and bepioneers - we’re not afraid to try new things. While our business requires us to fly high in the air, we also consider ourselvesdown-to-earth in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.

At Frontier, we like to think we’re creating something very special for our team members. Work is why we’re here, but the perks are nice too:

• Flight benefits for you and your family to fly on Frontier Airlines.
• Buddy passes for your friends so they can experience what makes us so great.
• Discounts throughout the travel industry on hotels, car rentals, cruises and vacation packages.
• Discounts on cell phone plans, movie tickets, restaurants, luggage and over 2,000 other vendors.
• Enjoy a ‘Dress for your Day’ business casual environment.
• Flexible work schedules that support work/life balance.
• Total Rewards program including a competitive base salary, short term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time and medical/dental/vision insurance that begins the 1 st of the month following your hire date.
• We play our part to make a difference. The HOPE League, Frontier Airlines’ non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship.

Who We Are

Frontier Airlines is a leading ultra-low cost carrier headquartered in Denver, Colorado. With a mission to deliver Low Fares Done Right, the company provides affordable, convenient and accessible air travel throughout the U.S., Caribbean, Mexico and Latin America. Frontier’s highly fuel-efficient, all-Airbus fleet is among the youngest and most modern of any carrier within the U.S. That, combined with the airline’s many weight-saving initiatives and focus on operational efficiencies, makes Frontier America’s Greenest Airline.* Each Frontier Airlines plane tail features a special animal with a unique name and backstory. Many of the featured species are endangered or threatened, part of the airline’s commitment to underscore and raise awareness for their plight. Frontier serves approximately 100 destinations throughout North America and operates 500-plus daily flights, on average. The airline employs more than 7,000 team members and has crew bases in more than a dozen U.S. cities. Frontier Airlines., Inc., is a subsidiary of Frontier Group Holdings, Inc. (NASDAQ: ULCC).

* Frontier is the most fuel-efficient of all major U.S. carriers when measured by ASMs per fuel gallon consumed.

What Will You Be Doing?

Housed in the System Operations Control Center and as required by the DOT’s Enhanced Passenger Protection Act, the System Customer Service Manager (SCSM) is responsible for the planning and coordination of all passenger movement throughout Frontier’s 70+ station network. The SCSM serves as the primary point of contact for all customer service operations and customers impacted by flight cancellations and irregular operations.

Essential Functions

• Ensure that all Frontier operations are conducted in a safe manner, compliant with all applicable FARs, contractual obligations and company policies and procedures.
• Coordinate, communicate and manage the daily customer service operation of the airline, striving to provide maximum customer service while maintaining operational performance.
• Coordinate closely with the SOC Manager to insure efficient day-to-day operations, protection of passenger revenue throughout the system, communicating operational decisions and options and determining the impact of operational and