Senior Director, Airport Customer Service Operations
Denver, CO, United States1w ago
Free account needed to apply or save. It takes a minute, and we'll bring you right back to this job.
Skills
About the role
Senior Director, Airport Customer Service Operations
Work arrangement: Hybrid — approximately 75% remote, 25% Denver headquarters
Salary: $179,353–$238,059
Application deadline: October 30, 2026
Lead airport operations and customer experience across Frontier
As Senior Director, Airport Customer Service Operations, you’ll serve as a key operational leader responsible for station management, customer experience and airport operations across Frontier’s network.
Reporting to the Vice President, Airport Customer Service, you’ll lead regional and station leaders, set expectations for operational performance, strengthen leadership capability and help ensure teams deliver against safety, customer service, employee experience and financial goals.
How you’ll work
This role operates with considerable latitude, establishing methods and procedures to achieve broad organizational goals with executive-level guidance focused primarily on outcomes.
Senior Director, Airport Customer Service Operations
Leadership scope
This role leads Directors, Regional Airport Customer Service, Station Directors and additional leaders as assigned; and reports to Frontier Airlines' Vice President, Airport Customer Service.
Key responsibilities
Lead airport operations and performance
- Provide senior leadership across Frontier’s Airport Customer Service organization.
- Set high standards and ensure accountability for safety, employee satisfaction, customer service, operational excellence and financial performance.
- Maintain operational accountability for on-time performance, baggage performance, safety and other key measures.
- Identify and address operational issues proactively.
- Develop and implement improved ways of working across airport operations.
- Maintain a strong understanding of station operations, including curbside, ticket counter, gates and other customer-facing functions.
Develop leaders and teams
- Provide direction, coaching, feedback and leadership development to station and regional leaders.
- Develop leaders for roles of increasing scope and responsibility.
- Support hiring, workforce planning, scheduling and organizational planning.
- Build strong communication channels with direct reports, managers, individual contributors and cross-functional partners.
- Recognize and reinforce strong individual and team performance.
- Foster collaboration and shared accountability across the Airport Customer Service organization.
Drive workforce and organizational planning
- Support goal setting, planning, budgeting and scheduling for airport operations.
- Develop workforce-planning models to help ensure appropriate staffing.
- Participate in long-range planning and help prepare the organization for future operational needs.
- Provide guidance and input as Airport Customer Service policies, procedures and organizational structures are developed or refined.
Own financial and operational accountability
- Assist in the development and management of approved annual budgets.
- Maintain a strong focus on payroll management and fiscal performance.
- Support large, multifunctional budget planning and resource allocation.
- Use performance measurements and reporting to provide actionable feedback and improve results.
Improve processes and technology
- Advocate for technology and process improvements that strengthen airport operations.
- Identify operational gaps and inefficiencies and work collaboratively to develop viable solutions.
- Support initiatives that improve how teams work and how customers experience Frontier at the airport.
Support regulatory and external relationships
- Partner with the Director, Security in interactions with the TSA and FAA to help ensure Airport Customer Service operations comply with applicable requirements.
- Represent Frontier with government agencies, regulatory bodies, airport authorities and vendors.
- Interpret Airport Customer Service policies and ensure they are implemented appropriately.
- Review and approve policy exceptions on a case-by-case basis as authorized.
Partner across Frontier
- Support other departments with planning, training and policy development to help maintain Airport Customer Service standards.
- Collaborate across functions to improve operational performance and customer experience.
- Serve as a senior member of the leadership team responsible for strengthening Frontier’s operational performance.
What you’ll bring
- 10–15 years of supervisory or managerial experience in a comparable corporate or operational environment.
- Prior airline experience required.
- Bachelor’s degree or equivalent work experience required; Master’s degree preferred.
- Experience managing departmental budgets required.
- Experience preparing and managing large, multifunctional budgets.
- Experience with labor relations and union avoidance plans [confirm current/approved wording].
- Comprehensive knowledge of airport operations, including curbside, ticket counter, gate and station-management functions.
- Strong leadership-development and team-building capability.
- Ability to create workforce-planning models and maintain appropriate staffing levels.
- Strong operational judgment and the ability to resolve complex customer and operational issues quickly.
- Excellent planning, time-management, verbal communication and presentation skills.
- Strong interpersonal communication, facilitation, delegation and collaboration skills.
- Ability to manage multiple priorities while applying strong critical-thinking and problem-solving skills.
- Ability to identify operational gaps and work collaboratively to develop effective solutions.
You’ll also provide strategic direction across airport operations, influence policies and processes, support regulatory and airport relationships, and help drive improvements in on-time performance, baggage operations, staffing, technology and overall station effectiveness.
Support for work, life and 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, applicable policies and 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, vacation time and 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, services and vendors
- Employee support programs and resources, including the HOPE League, Frontier Airlines’ nonprofit organization
Working at Frontier Airlines
At Frontier Airlines, our mission is to Make Every Flight Count. Whether you support flights, customers, aircraft or the teams behind the operation, your work helps deliver a safe, reliable and value-focused travel experience. Our work is guided by four core values: customer first, safety always, operational excellence and one team.
About Frontier Airlines
Frontier Airlines is a Denver-based airline serving destinations across the United States and select international markets. Our teams span flight crews, airport operations, aircraft maintenance, customer support, corporate functions and more. We focus on making travel accessible, practical and easy to personalize while supporting a safe, reliable and efficient airline operation.
Workplace Policies