Specialist - Policy Process & Knowledge Management

Specialist - Policy Process & Knowledge Management

Job Category
:
Customer Service

Requisition Number
: SPECI
005696

• Posted :
  August 19, 2026
• Full-Time

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At Frontier, our mission is toMake Every Flight Count.

That mission guides how we support our customers,ourpeopleand the operation every day.

As a Frontier employee,yourworkconnects to more than a single role. Whether you’resupporting flights, helping customers,maintaining aircraft, leadingteamsor 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, operationalexcellenceand one team. These values shape how we make decisions, supporteachotherand deliver for the people who count on us.

Support for work,lifeand 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, applicablepoliciesand 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, vacationtimeand 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,service sand 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

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 toaircraftmaintenance, customer support, corporateteamsand more.

We’refocused 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?

Supports the development and maintenance of policy, process documentation, and Knowledge Base (KB) content for Customer Care and vendor-supported contact center operations. This role translates policy into clear, actionable workflows for agents, supports operational readiness and policy rollouts, and partners with Training, Operations, Quality, and BPO teams to ensure frontline execution is consistent, accurate, and aligned to business requirements.

Essential Functions

• Create, update, and maintain Knowledge Base articles, SOPs, workflows, playbooks, job aids, and operational guidance for Customer Care and vendor partner teams.
• Translate policy, regulatory requirements, business decisions, and process changes into clear, actionable workflows for frontline agents and support teams.
• Support policy rollouts and operational communications across internal teams and BPO vendor operations, including bulletins, readiness materials, huddles, and change-management updates.
• Ensure alignment between Knowledge Base content, training materials, quality expectations, and operational execution across all supported channels.
• Partner with Training, Operations, Quality, Customer Advocacy, Revenue, Digital, Loyalty, and vendor leaders to validate content accuracy, identify process gaps, and coordinate updates.
• Maintain content governance, version control, approval workflows, and audit readiness documentation to ensure policies and procedures remain current and compliant.
• Support audits, compliance reviews, check-form validation, complaint trend research, escalation investigations, and operational risk mitigation tied to policy or process execution.
• Monitor vendor feedback, repeat-contact drivers, customer friction points, and policy-related escalations to recommend documentation or process improvements.

Other…