Manager - Quality & Customer Insights (Remote)

Working at Frontier Airlines At 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. 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 details. Depending on role and eligibility, available benefits and programs may include: 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, based on current program rules and availability Buddy passes, based on eligibility and program rules Travel-related discounts and employee discounts on select products, services and vendors A 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, Frontier Airlines’ nonprofit organization About Frontier Airlines Frontier 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. What Will You Be Doing? The Manager, Quality and Customer Insights leads quality performance, compliance, and insights strategy across all Customer Care vendor operations and internal support channels. This role owns the QA framework, calibration, audit programs, customer experience measurement, and performance insights that translate quality trends, customer pain points, defects, CSAT/VOC insights, escalation data, regulatory complaints, and operational KPIs into actionable coaching, behavior change, and operational improvements. Essential Functions Develop, lead, and govern the Customer Care Quality Assurance framework, calibration routines, audit programs, and evaluation standards across BPO partners, sites, channels, and support teams. Ensure consistency of evaluation standards, compliance expectations, scorecard governance, policy adherence, and customer interaction assessments across all vendor operations. Analyze QA results, quality trends, defects, customer complaints, escalations, regulatory complaints, survey feedback, CSAT performance, VOC insights, and operational KPIs to identify root causes impacting customer experience. Translate quality insights, customer pain points, and performance trends into actionable coaching, behavior-change plans, corrective actions, and operational improvements. Produce executive-ready dashboards, vendor quality reviews, complaint trend reporting, root cause summaries, performance narratives, and leadership insights that influence operational priorities and improvement plans. Lead quality governance across BPO vendor partners, including monthly and quarterly quality reviews, corrective action tracking, audit follow-up, and performance improvement routines. Partner with Vendor Operations, Training, Workforce Management, Customer Advocacy, Airport Operations, Revenue Operations, Digital Experience, Loyalty, BPO partners, and senior leadership to drive behavior change, remove customer friction points, and improve resolution quality. Identify opportunities to reduce customer effort, repeat contacts, escalations, complaint volume, policy confusion, process defects, compliance risk, and customer dissatisfaction. Provide quality observations and customer insights that inform training curriculum, coaching plans, knowledge management updates, readiness initiatives, and frontline performance improvement. Other Functions Support special projects related to Customer Care transformation, customer recovery, digital self-service, automation, agent enablement, process simplification, and contact reduction. Participate in cross-functional meetings, business reviews, and operational readiness discussions as a Customer Care quality and insights representative. Assist with ad hoc executive readouts, leadership updates, business cases, and operational summaries as needed. Perform other duties as assigned. Qualifications High school diploma or equivalent required; bachelor’s degree in Business, Operations, Aviation Management, Customer Experience, Analytics, or related field preferred. Minimum of five years of experience in Customer Care, Quality Assurance, Customer Experience, Operations, Vendor Management, or a high-volume service environment required. Experience leading QA, VOC, complaint management, customer recovery, or CX programs in airline, travel, hospitality, BPO, or contact center environments preferred. Experience working with outsourced contact center partners and managing vendor performance expectations preferred. Experience analyzing operational performance, customer feedback, complaint trends, CSAT/NPS data, and root cause drivers required. Experience preparing executive-level summaries, business insights, dashboards, and performance recommendations preferred. Knowledge, Skills and Abilities Strong knowledge of quality assurance programs, customer experience measurement, Voice of Customer programs, CSAT/NPS methodologies, complaint management, customer recovery, and contact center operations. Ability to analyze data, identify trends, determine root causes, and translate insights into clear business recommendations and operational actions. Ability to lead calibration sessions, quality governance routines, vendor quality reviews, and cross-functional performance discussions. Strong communication skills with the ability to present complex findings clearly to frontline leaders, vendor partners, cross-functional stakeholders, and senior leadership. Strong organizational, problem-solving, prioritization, and follow-through skills with the ability to manage multiple initiatives and competing priorities. Ability to influence without direct authority, build partnerships, and drive accountability across internal teams and external vendor partners. Proficiency with Microsoft Office applications and familiarity with reporting, dashboarding, analytics, quality management, CRM, or contact center platforms preferred. Equipment Operated Standard office equipment, including PC, copier, fax machine, printer Work Environment/Remote Options This role can be based at our headquarters in Denver, CO or anywhere in the United States via a remote work arrangement (periodic travel to Denver from a Frontier-serviced city required) If remote, you must be able to follow our remote work policies, including ability and comfort level working from home with access to a high-speed internet connection If headquarters-based, typical office environment, adequately heated and cooled Physical Effort Sedentary work; position requires regular use of a computer, extended periods of sitting, and occasional standing, walking, or lifting of standard office materials. Supervision Received Works under general direction. Exercises independent judgment in managing quality governance, customer insight analysis, vendor quality performance, and cross-functional improvement recommendations, with escalation to leadership for significant risks, policy decisions, or strategic direction. Positions Supervised No direct reports anticipated. This role provides functional leadership, quality governance, and performance guidance to vendor quality teams, BPO partners, frontline leadership, and cross-functional stakeholders supporting Customer Care operations. Salary: $72,000 - $96,331 Annually Please note this posting will expire on or before 8/24/2026. Workplace Policies Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change. Frontier Airlines, Inc. is an equal opportunity employer and, as such, is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Frontier Airlines is a Zero Tolerance Drug-Free Workplace. All prospective DOT safety-sensitive employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any DOT safety-sensitive job applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with Frontier. Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.