System Customer Service Manager

Overview

Why Work for Frontier Airlines? At Frontier, the skies should be for everyone. Frontier emphasizes Low Fares Done Right as its driving philosophy. Every team member has an important role in bringing this vision to life, with a business model that offers a fast-growing route network and pricing options that allow customers to personalize their travel experience and pay only for the services they need.

Frontier is a leading ultra-low cost carrier headquartered in Denver, Colorado. The company provides affordable, convenient and accessible air travel throughout the U.S., Caribbean, Mexico and Latin America. Frontier employs more than 7,000 team members with multiple crew bases nationwide.

Salary range and posting expiry: $58,394 - $77,508. This posting will expire on or before 6/12/26. Frontier is an equal opportunity employer and maintains a zero tolerance drug-free workplace policy for safety-sensitive roles.

• Housed in the System Operations Control Center, the System Customer Service Manager (SCSM) plans and coordinates passenger movement across Frontier’s 70+ station network, serving as the primary point of contact for customer service operations and passengers impacted by flight cancellations and irregular operations.
• Coordinate, communicate and manage daily customer service operations to maximize service while maintaining operational performance.
• Collaborate with the SOC Manager to ensure efficient day-to-day operations, protect passenger revenue, and communicate decisions and options affecting airport operations.
• Supervise system customer service issues, providing guidance to stations and hubs during regular and irregular operations, including proactive management of connecting customers across the system.
• Lead Irregular Operations efforts: minimize customer impact from delays and cancellations; develop service recovery plans; and communicate cancellations and passenger impact to stations and hubs.
• Integrate the needs of the SOC Manager and minimize customer impact to the best extent possible.
• Administer passenger protection options in coordination with station/hub planning centers and authorize interrupted trip expenses per policy.
• Coordinate with the Director, System Operations Control to move passengers across the Frontier network and prevent issues that could affect operations.
• Perform daily administrative tasks affecting revenue, including maintaining authorization levels, seat map assignments, and meeting special passenger needs; communicate with station personnel as needed.
• Coordinate and book FAA inspection rides as required.
• Manage carrier funds and immediate payment methods during operations, including charter and ad-hoc operations.
• Assist in recruiting SOC personnel and contribute to coaching, counseling and discipline of SOC and Customer Service staff.
• Coordinate flight activity with code-share and regional partners; provide effective team leadership within the SOC to achieve corporate goals.
• Serve as initial point of contact in the event of an emergency response.

• Demonstrated leadership/management experience in aviation; minimum 3 years preferred.
• Strong attention to detail, ability to multi-task in a fast-paced environment, effective communication, and ability to follow through on multiple ongoing tasks.
• Familiarity with System Operations Control software and technology (SABRE Flite Trac).
• Strong knowledge of customer service, airport and airline operations.

• Computer applications including Microsoft Office Suite, SABRE Flite Trac, and Navitaire.
• Excellent communication skills, including interaction with airport authorities, government agents and executive leadership.
• Strong interpersonal skills and ability to collaborate with other departments and agencies.
• Highly motivated with ability to handle multiple high-profile tasks calmly.
• Proven ability to make balanced decisions during stress and irregular situations.

• Typical office environment, adequately heated and cooled.
• Light physical effort required by handling objects up to 20 pounds occasionally and up to 10 pounds frequently.
• Supervision:
  General direction; limited day-to-day instruction; some new assignments with guidance.
• Positions Supervisory: SCSM coordinates movement of customers across the network, with no direct reports but significant responsibility for customer flow and revenue impact.

• Equipment Operated:
  Standard office equipment (PC, copier, fax, printer).
• Salary Range: $58,394 - $77,508.
• Workplace Policies:
  Frontier is an equal opportunity employer and maintains a Zero Tolerance Drug-Free Workplace for safety-sensitive roles.
• Legal/disclaimer:
  The posting includes standard statements about duties, responsibilities and changes to a role; details may be updated.