Manager - Customer Care Partner Delivery (Remote

Manager - Customer Care Partner Delivery (Remote)

Job Category: Customer Service

Requisition Number: MANAG
005695

• Posted :
  August 19, 2026
• Full-Time
• Remote

Showing 1 location

Anywhere, USA
Eligible for Remote Work

• Pay or shift range: $81,752 USD to $108,511 USD The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

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

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, 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.

This role serves as the primary operational liaison between Frontier Airlines and BPO partner organizations, ensuring consistent service delivery, customer experience execution, policy adherence, workforce readiness, quality partnership, performance accountability, and continuous improvement across assigned vendors, sites, and work streams.

Essential Functions

• 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, queue 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 work streams.
• 25% - Customer Experience, Complaints, Escalations & Recovery
  • Oversee partner execution for customer…