Director, Customer Advocacy Jobs

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 travel friendly and easy for our customers. To do this, we put a great deal of care 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 be pioneers - we’re not afraid to try new things. While our business requires us to fly high in the air, we also consider ourselves down-to-earth in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.
Work Perks
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.

• 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 1st of the month following your hire date.
• Enjoy a ‘Dress for your Day’ business casual environment.
• 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.
• Flexible work schedules that support work/life balance.
• Discounts on cell phone plans, movie tickets, restaurants, luggage and over 2,000 other vendors.

Who We Are
Frontier Airlines is committed to offering ‘Low Fares Done Right’ to more than 100 destinations and growing in the United States, Canada, Dominican Republic and Mexico on more than 350 daily flights. Headquartered in Denver, Frontier’s hard-working aviation professionals pride themselves in delivering the company’s signature Low Fares Done Right service to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administration’s 2018 Diamond Award for maintenance excellence and was recently named the industry’s most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies.
What Will You Be Doing?
The Director of Customer Advocacy manages and leads the team responsible for Consumer Affairs, Social Media, Disability Travel, and Risk Management. Success in this position is measured by:

• Customers receiving professional, timely, and equitable feedback/responses to their contacts.
• Customer complaint feedback and data is gathered and reported regularly to all departments and subsequently ensures implementation of improved policy, process, technology to reduce complaints and improve customer experience.

Essential Functions

• Ensure that CR is current and knowledgeable of overall Company policy changes.
• Identify customer service breakdown areas, provide recommendations for improvement to Frontier management, and ensure implementation of approved projects.
• Involved in various Special Projects as determined by the Sr Director, Customer Care, that directly relate to operational goals of CR and new enhancements, efficiencies that improve the overall performance of CR and provide the best service for Frontier customers.
• Manage all fiscal responsibilities, including preparing budgets, tracking expenses, determining and authorizing financial settlement amounts, and managing guidelines for customer compensation. Identify positive or negative financial trends related to Frontier’s refunds, baggage and consumer affairs activities and create programs designed to improve any identifiable areas of concern.
• Determine performance objectives/targets for each team/program and report the measured results.
• Keeps current with DOT regulations that have direct impact with Customer Relations practices.
• Drive improved processes, efficiencies, and overall simplification in CR business where possible.
• Maintain solid relationships and communications with internal departments such as Airport Customer Service, Inflight, Information Technology (IT), Customer Care Operations, Marketing, Commercial, Revenue Management, Networking, SOC and the Senior Executive team.
• Monitor other airlines CR practices, websites, policies and procedures.
• Participate in training, seminars or any programs that provide opportunity to grow, learn, and improve managerial skills and customer resolution skills.
• Update Frontier Management on all significant Customer Relations issues, including complaints, the annual disability travel report, DOT complaints and reports, and any pending litigation.
• Review the design, flow, and customer experience of the CR call, chat, and email flows to ensure the best utilization.
• Lead and mentor direct reports so that the following goals can be accomplished: 1) Develop efficient department tracking procedures to track all customer contacts and to help the company identify areas of improvement; 2) Manage customer response times in accordance with all DOT regulations; 3) Establish improved methods of sharing policies and procedures; 4) Automate certain tasks that may be accomplished more efficiently.
• Identify policy and procedure inconsistencies and breakdowns and provide recommendations for improvement to Frontier’s policy makers in order to provide a consistent experience for customers.

Other Functions

• Participate on an as needed basis with interdepartmental projects that impact Customer Care.

Qualifications

• Prior experience with customer data and reporting systems preferred
• 8 years of management experience
• Prior experience and familiarity working with complex data sets
• Prior experience with quality control or quality assurance work
• Minimum 6 years contact center, customer service center or airline experience required, including the areas of operations and/or customer care
• Bachelor’s Degree in Business, Business Analytics, Mathematics, Operations Research or other related analytical field required; combination of relevant experience considered in lieu of degree requirement

Knowledge, Skills And Abilities

• Ability to manage most customer response times within set timeframes.
• Understands the value of collecting customer feedback data and creating usable reports for identifying trends.
• A working knowledge of DOT regulations that impact airline travel, especially related to complaint handling
• Excellent communicator with active listening skills.
• Proven ability to mediate, negotiate, and reach resolution with various matters.
• Prior experience with quality control or quality assurance work.
• Knowledge and competency with various software programs (Xcel, Word, Outlook, CRS, RNT, Avaya, Voxify, Sabre).
• Ability to prioritize and coordinate multiple tasks.
• Familiarity with the DOT’s federal regulation 14 CFR, Part 382 – Nondiscrimination on the Basis of Disability in Air Travel
• Ability to encourage, motivate, lead while exhibiting professionalism.
• Sense of humor within an environment that routinely handles difficult, challenging matters.
• Prior experience with customer data and reporting systems preferred.
• Strong background in handling challenging customer and personnel problems.
• Proven leadership skills to establish, coordinate and complete special projects.
• Ability to manage and mentor staff members.

Equipment Operated
Standard office equipment, including PC, copier, fax machine, printer
Work Environment
Typical office environment, adequately heated and cooled
Physical Effort
Generally, not required.
Supervision Received
Considerable Latitude: The incumbent establishes methods and procedures for attaining specific goals and objectives, and receives guidance in terms of broad goals. Only the final results of work are typically reviewed.
Positions Supervised
Sr Customer Advocate
Customer Advocates
Legal Claims Specialist
Dotted line – Customer Relations
Salary Range- DOE $116,000.00 - $145,000.00
Workplace Policies
Diversity and Drug-Free Workplace Policies
At Frontier Airlines, we wholeheartedly support and have a strong commitment to Equal Employment Opportunity (EEO) and Affirmative Action. Frontier is committed to providing equal employment opportunities for all persons regardless of race, color, religion, gender, gender variance, sexual orientation, age, genetic information, martial status, national origin, citizenship status, disability, military, veteran status, and any other basis protected by federal, state, or local laws.
Diversity is an essential part of our success. Our company flourishes because of the unique backgrounds, skills and ideas that our team members contribute every day. We salute and actively recruit veterans. Military experience is valuable and transferable to many of the positions essential to the operations of our airline.
Frontier Airlines is a Zero Tolerance Drug-Free Workplace. All prospective DOT safety-sensitive employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any DOT safety-sensitive job applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with Frontier.
Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change.