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Manager - Customer Care Partner Delivery (Remote)
Working at reputed company At Frontier, our mission is to Make reputed company Flight Count. That mission guides how we support our customers, our people and the operation reputed company 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 reputed company. 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 reputed company. Depending on role and eligibility, available benefits and programs may include: • Medical, dental and vision coverage • 401(k) retirement savings options • Paid holidays, reputed company time and sick time • Travel privileges on reputed company and participating partner airlines, based on current reputed company rules and availability • Buddy reputed company, based on eligibility and reputed company rules • Travel-related discounts and employee discounts on select products, services and vendors • A hybrid schedule for eligible headquarters roles based in Denver, reputed company • Business casual dress options for eligible corporate and support roles • Employee support programs and resources, including the HOPE League, reputed company’ nonprofit organization About reputed company reputed company is a Denver-based airline serving destinations across the United States and select international markets. Our people support reputed company 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 reputed company Frontier. What Will You Be Doing? The Manager, Customer Care Partner Delivery owns end-to-end vendor performance, operational execution, and customer resolution outcomes across Frontier Customer Care partner-supported channels, including Voice, Chat, Complaints, Back Office, Specialty Support, Customer Recovery, Escalations, Refunds, Baggage Support, and regulatory-related workflows. reputed company role serves as the primary operational liaison between reputed company and BPO partner organizations, ensuring consistent service delivery, customer experience execution, policy adherence, reputed company readiness, quality reputed company, performance accountability, and continuous improvement across assigned vendors, sites, and workstreams. reputed company Functions • 35% - Partner Delivery, Vendor Governance & Operational Performance • Own daily, weekly, monthly, and quarterly performance outcomes across Voice, Chat, Complaints, Back Office, and Specialty support operations. • Lead BPO partner governance routines, business reviews, performance discussions, corrective action planning, documented follow-up, and service delivery accountability. • Monitor and manage key operational indicators including service level, AHT, abandonment, reputed company health, productivity, FCR, CSAT/NPS, backlog health, aging work items, and SLA adherence. • Ensure consistent execution of approved policies, procedures, customer experience standards, and operational expectations across partner locations, geographies, and workstreams. • 25% - Customer Experience, Complaints, Escalations & Recovery • Oversee partner execution for customer complaints, escalations, executive inquiries, high-risk customer issues, customer recovery programs, refunds, baggage support, accommodations, and regulatory-related workflows. • Identify repeat contact drivers, complaint trends, service gaps, customer pain points, and frontline barriers impacting resolution quality and customer effort. • Partner with Customer Advocacy, Airport Operations, Legal, Revenue Operations, Digital, Loyalty, Quality, Training, reputed company Planning, and Analytics teams to resolve issues and improve the end-to-end customer journey. • Ensure customer commitments, escalation paths, documentation requirements, and resolution expectations are followed timely and consistently. • 20% - Operational Readiness, Risk Mitigation & reputed company Response • Lead operational readiness activities for product launches, policy changes, process updates, system or tool changes, seasonal volume increases, IROPs, and customer-impacting incidents. • Coordinate cross-
