System Customer Service Manager

Working At Frontier AirlinesAt Frontier, our mission is to Make Every Flight Count. That mission guides how we support our customers, our people and the operation every day.As a Frontier employee, your work connects to more than a single role. Whether you're supporting flights, helping customers, maintaining aircraft, leading teams or working behind the scenes, you help create a travel experience that is safe, reliable and built around value.Our work is guided by our core values: customer first, safety always, operational excellence and one team. These values shape how we make decisions, support each other and deliver for the people who count on us.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 coverage401(k) retirement savings optionsPaid holidays, vacation time and sick timeTravel privileges on Frontier Airlines and participating partner airlines, based on current program rules and availabilityBuddy passes, based on eligibility and program rulesTravel-related discounts and employee discounts on select products, services and vendorsA hybrid schedule for eligible headquarters roles based in Denver, ColoradoBusiness casual dress options for eligible corporate and support rolesEmployee support programs and resources, including the HOPE League, Frontier Airlines' nonprofit organizationFrontier 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 to aircraft maintenance, customer support, corporate teams and more.We're focused on delivering meaningful value by making travel more accessible, practical and easy to personalize for our customers. Across the airline, our teams help support a safe, reliable and efficient operation while continuing to strengthen the experience for the people who choose Frontier.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.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 1st 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.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 FunctionsEnsure 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 SOC decisions on airport operations.Supervise system customer service issues, providing guidance and direction to stations and hubs during both regular and irregular operations, including the pro-active management of connecting customers across the system.Provide leadership during Irregular Operations, including;Minimize and limit impact to customers via extensive delays and/or cancellations.Develop service recovery plans for displaced customers.Communicate with station and hub, all cancellations, extended delays and passenger impact.Integrate the needs and customer handling requirements of the SOC Manager, working to minimize customer impact to the best extent possible.Minimize service disruption and insure customer impact is kept to a minimum.Administer passenger protection options in conjunction with station and or hub passenger planning center. Authorize interrupted trip expenses as necessary in compliance with company policy.Responsible for coordinating and communicating with the Director, System Operations Control, the daily activities and movement of passengers across the Frontier network - ensuring there are no issues, conflicts or situations which would prove detrimental to the overall operation.Perform daily administrative functions which have a direct impact on the revenue generation of the airline, including; maintaining proper authorization levels, seat map assignments, supervise the needs of special need passengers and VIPs across the system, communicating with station personnel and leadership as necessary.Coordinate and book all necessary FAA inspection rides.Commit and control carrier funds, including immediately available forms of corporate payment, as needed during operations, including charter and ad-hoc operations.Assist in the recruiting process and hiring of SOC personnel as required.Aid and recommend in the discipline and termination process as required. Provide assistance and recommendations for the coaching, counseling and discipline of SOC and Customer Service personnel.Coordinate flight activity with code-share and regional partners.Provide effective team leadership within the SOC in order to attain all Frontier corporate goals and objectives.Initial point of contact and communication in the event of a required emergency response.QualificationsDemonstrated leadership/management experience in Aviation; minimum 3 years preferredFocused on perfection, attention to detail, ability to multi-task in a fast-paced environment, ability to communicate effectively and follow through of multiple on-going tasksFamiliarity with System Operations Control software and technology (SABRE FliteTrac)Strong knowledge of customer service, airport and airline operationsKnowledge, Skills and AbilitiesComputer Applications and Software including Microsoft Office Suite, SABRE FliteTrac, and NavitaireExcellent communication skills, including ability to successfully interact with airport authorities, government agents and executive leadership.Strong interpersonal