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Airport Customer Service Manager (ATL)

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About the position

The Airport Customer Service Manager at Frontier Airlines plays a crucial role in ensuring outstanding operational performance, customer service, and financial performance at one or more airport locations. This position serves as a liaison between the airport and business partners, advocating for both customers and employees while promoting the company's mission of delivering Low Fares Done Right. The manager is responsible for leading a team, ensuring safety compliance, and fostering a culture of continuous improvement and innovation.

Responsibilities

  • Champion safety through accountability and communication, ensuring all employees understand its importance.
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  • Ensure outstanding operational performance through effective cross-functional leadership during daily operations.
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  • Lead a team to deliver exceptional customer service through engagement, motivation, and coaching.
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  • Continuously strive to lower costs to enhance the company's position as an Ultra-Low-Cost Carrier.
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  • Ensure compliance with all airline and government agency regulations, including FAA, TSA, and DOT protocols.
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  • Foster an environment for employee suggestions and implement new ideas aligned with company goals.
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  • Be a visible and active leader, establishing excellent two-way communication with employees and business partners.
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  • Be available 24/7 for operational needs, including phone calls and emails.
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  • Analyze data and reports from multiple company platforms to drive performance improvements.
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  • Manage contractual requirements and ensure adherence to training, safety, financial, and operational goals.

Requirements

  • Bachelor's degree preferred or equivalent work experience.
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  • 2 years prior passenger airline experience in a leadership role.
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  • Previous Station Supervisor experience preferred.
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  • Fluency in Spanish required for predominantly Spanish speaking or Latin American locations.
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  • Ability to lead employees of business partners and provide guidance and direction.
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  • Ability to troubleshoot performance and lead process improvement initiatives.
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  • Strong interpersonal communication, leadership, delegation, collaboration, critical-thinking, and problem-solving skills.
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  • Knowledge of Federal Aviation Administration Regulations, Transportation Security Administration, Department of Transportation, and Americans with Disabilities Act.

Nice-to-haves

  • Experience in a fast-paced airport environment.
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  • Familiarity with customer service best practices in the airline industry.

Benefits

  • Flight benefits for employees and their families.
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  • Buddy passes for friends.
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  • Discounts on hotels, car rentals, cruises, and vacation packages.
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  • Discounts on cell phone plans, movie tickets, restaurants, and luggage.
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  • Business casual dress code.
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  • Flexible work schedules for work/life balance.
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  • Total Rewards program including competitive salary, incentives, paid holidays, 401(k) plan, and medical/dental/vision insurance.
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