Director, Airport Customer Service - Aviation (Atlanta)

Director, Airport Customer Service - Aviation (Atlanta)

Job Category: Customer Service

Requisition Number: DIREC005013

Location: Atlanta Arprt F9, Atlanta, GA 30320, USA

Job Details

Description

Why Work for Frontier Airlines?

At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline - it's our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life. Our successful business model allows travelers to take advantage of our fast-growing route network while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need saving them money along the way.

What We Stand For

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.

Work Perks

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.

Who We Are

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?

The Director, Airport Customer Service (ACS) is responsible for leading and directing all operational ACS departments to deliver outstanding and safe sales, operational, customer service and financial performance at the assigned Airport location. The Director, ACS is the primary Frontier representative to oversee the relationships with all contracted ground handling, wheelchair, security and janitorial service providers, all other airport authorities, and all federal, state, and local government regulatory agencies.

Essential Functions

• Safety Be a champion for safety through accountability, awareness, and communication. Ensure that all employees, direct and business partner, understand the importance of safety and require that they conduct themselves in a manner that reflects this value and enhances the level of safety of the company.
• Security Maintain strict compliance with all aviation security program policies, procedures, and protocols. Ensure constant communication with local security authorities while liaising with the Frontier Airlines Security Department on issues that arise. The security of our customers, flights and property are of paramount importance.
• Ancillary Revenue Generation Maintain strict compliance with Frontier's ancillary revenue policies. Lead the airport ACS team, direct and contracted, to meet established revenue generation goals.
• Operational Performance Ensure outstanding operational performance through effective cross-functional direction during day-to-day operations. Work with other operational and planning departments to influence and improve day-to-day performance. Ensure front-line visibility to station and corporate goals and drive continuous improvement through effective direction and development of processes and procedures.
• Customer Service Lead a team to deliver superlative customer service through engagement, motivation, coaching and leadership. Be a tireless advocate of Low Fares Done Right and effectively communicate its meaning to Frontier's business partners and front-line teams.
• Fiscal Responsibility Own the airport ACS P&L, and overall budget (capital and operational). Continuously strive to lower costs through identification and elimination of inefficiencies and improvement of local contracts.
• Executive Interaction Interact with Frontier Officers and Directors. Collaborate with senior management to provide strategic and operational planning input for the Customer Service Division as well as the company. Report progress and results to senior management on a regular basis.
• Regulatory Compliance Ensure compliance with all regulatory and government agency regulations and protocols. Monitor compliance to all U.S. regulatory agencies including the FAA, TSA, DOT, CBP, and all in-country governmental regulations. Establish sound working relationships with all applicable regulatory agencies.
• Vision Keep an open mind to new ideas and ways of conducting business, while focusing on the company's goals and business plan. Foster an environment where employee suggestions are vetted and implemented when in line with the company's direction.
• Visible and Active Leadership Be a willing, motivational leader who seeks out opportunities to get in front of employees and business partner employees/leadership to establish excellent two-way communication. Be a role model for others to follow.
• Availability Be available 24/7. This includes phone calls, texts, and email responses in real time.
• Data Analysis Have the ability to interpret and pull reports from multiple company reporting platforms.
• Business Partner Satisfaction Ensure the airport is led by experienced, motivated, energetic, polished, professional business partner managers and supervisors who focus on safety, sales, operational performance, customer service, communication, employee engagement, and fiscal performance.
• Reward and recognition Identify successes and seek ways to recognize superior performance while ensuring high standards are set and maintained.
• Appearance Ensure that a high standard is set regarding the appearance of our business partners, facilities, and equipment.
• Administration and Quality Assurance Manage the contractual requirements of the station. Monitor compliance with all training, safety, financial, sales, and operational goals, ensuring that business partners understand and perform to the level of expectation and operational excellence expected by Frontier.
• Innovation and Technology Never settle for the status quo. Assist in the assessment, justification, implementation, and performance of technology to make the airport as efficient as possible.
• Other duties as assigned.

Qualifications

• 10+ years of managerial experience in a similar corporate work environment.
• Bachelor's degree or equivalent work experience required; Master's degree preferred.
• Large-scale, multi-million-dollar departmental budget experience required.
• Must have extensive experience operating, managing and delivering results in a fully outsourced business partner environment.
• Experience with labor relations and union avoidance plans.
• Prior airline work experience required.

Knowledge, Skills and Abilities

• Must have the ability to procure and maintain an airport SIDA badge
• Must be able to lead direct employees and influence business partners and provide guidance and direction on all aspects of station sales and operations.
• Must be highly skilled in above