Senior Director, Airport Customer Service Operations
Frontier Airlines
Posted: 10/21/2026
New Business Customer Contact Service Representative
F&G
Posted: 10/20/2026Senior Director, Airport Customer Service Operations
Frontier AirlinesPosted 10/21/2026full-timeDenver • Colorado • United StatesSenior💰 $151,824 - $201,520 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in airport operations management, including budget preparation, team leadership, and regulatory compliance. Proven ability to enhance customer experience and operational excellence through effective communication and problem-solving skills.
Highest-signal resume keywords
Airport Operations ManagementBudget PreparationTeam LeadershipRegulatory ComplianceCustomer Experience Enhancement
About the role
Key responsibilities & impact- Lead station management, customer experience and airport operations personnel
- Provide direction, training, team building, leadership development, counseling and communication
- Set goals, plan, budget, schedule, provide feedback, hire personnel and establish the vision for airport operations
- Develop leaders for positions of increasing scope and responsibility
- Establish communication channels with direct reports, managers, individual contributors and other departments
- Identify and address operational problems proactively and develop improved business processes
- Advocate for technology and enhanced work processes
- Coordinate with the Director, Security, and interact with the TSA and FAA to ensure regulatory compliance
- Implement performance measurements and reports and recognize exceptional performance
- Provide guidance on policies, procedures and work instructions
- Ensure accountability for safety, employee satisfaction, customer service, operational excellence and fiscal performance
- Manage accountability for on-time performance, safety, baggage performance and other operational metrics
- Assist with approved fiscal-year budgets, focusing on payroll management
- Represent Frontier Airlines with government, regulatory agencies, airport authorities and vendors
- Support other departments with planning, training and policies
- Help lead Frontier’s transformation toward operational excellence
- Interpret and ensure implementation of Airport Customer Service policies and approve exceptions case by case
- Supervise Directors, Regional ACS, Station Director, DEN and others as assigned
Requirements
What you’ll need- 10-15 years of supervisory/managerial experience in a similar corporate work environment
- Bachelor’s Degree or equivalent work experience required
- Master’s Degree preferred
- Departmental budget experience required
- Prior large multifunction budget preparation experience
- Experience with labor relations and union avoidance plans
- Prior airline work experience required
- Complete understanding of airport operations, including curbside, ticket counter and gates
- Ability to create workforce planning models to ensure appropriate staffing
- Excellent planning and time management skills
- Excellent verbal communication skills
- Strong team-building, communication and presentation skills
- Complete understanding of airport station management responsibilities
- Skills in interpersonal communication, facilitation, leadership, delegation, handling multiple priorities, collaboration, critical thinking and problem-solving
- Ability to identify operational gaps/inefficiencies and create viable solutions
- Standard office equipment proficiency, including PC, copier, fax machine and printer
- Must pass pre-employment drug testing; positive drug or alcohol test at a former employer results in ineligibility
Benefits
Comp & perks- 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
- Buddy passes
- Travel-related discounts and employee discounts on select products, services and vendors
- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Budget ManagementWorkforce Planning ModelsOperational Metrics ManagementPerformance Measurement ImplementationAirport Station ManagementLabor RelationsOperational Gap IdentificationBusiness Process ImprovementSafety AccountabilityCurbside Operations
Soft Skills
Team BuildingVerbal CommunicationCritical ThinkingProblem-SolvingCollaboration
Tools & Technologies
Standard Office EquipmentPCCopierFax MachinePrinter
Industry Keywords
Airline ExperienceTSA ComplianceFAA ComplianceAirport Customer Service PoliciesUnion Avoidance Plans