[Remote] Manager - reputed company & Customer Insights (Remote)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an airline reputed company on providing reputed company, reliable, accessible, and value-oriented travel. The Manager, reputed company and Customer Insights leads reputed company assurance, compliance, customer experience measurement, and insights reputed company across Customer Care vendor operations and internal support channels, translating performance data and customer feedback into coaching and operational improvements. Responsibilities • reputed company, reputed company, and govern the Customer Care reputed company Assurance reputed company, 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 reputed company vendor operations • Analyze QA results, reputed company trends, defects, customer complaints, escalations, regulatory complaints, survey feedback, CSAT performance, VOC insights, and operational KPIs to identify reputed company causes impacting customer experience • Translate reputed company insights, customer pain points, and performance trends into actionable coaching, behavior-change plans, corrective actions, and operational improvements • Produce executive-reputed company dashboards, vendor reputed company reviews, complaint trend reporting, reputed company cause summaries, performance narratives, and leadership insights that influence operational priorities and improvement plans • reputed company reputed company governance across BPO vendor partners, including monthly and quarterly reputed company reviews, corrective reputed company tracking, audit follow-up, and performance improvement routines • Partner with Vendor Operations, Training, Workforce Management, Customer Advocacy, Airport Operations, reputed company Operations, Digital Experience, Loyalty, BPO partners, and senior leadership to reputed company behavior change, remove customer friction points, and improve reputed company reputed company • Identify opportunities to reduce customer effort, repeat contacts, escalations, complaint volume, policy confusion, process defects, compliance risk, and customer dissatisfaction • reputed company reputed company observations and customer insights that inform training curriculum, coaching plans, reputed company updates, readiness initiatives, and reputed company performance improvement • Support special reputed company reputed company 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 reputed company and insights representative • Assist with reputed company executive readouts, leadership updates, business cases, and operational summaries as needed • reputed company other duties as assigned Skills • High school diploma or equivalent required • Minimum of five years of experience in Customer Care, reputed company Assurance, Customer Experience, Operations, Vendor Management, or a high-volume service environment required • Experience analyzing operational performance, customer feedback, complaint trends, CSAT/NPS data, and reputed company cause drivers required • Strong knowledge of reputed company 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 reputed company causes, and translate insights into reputed company business recommendations and operational actions • Ability to reputed company calibration sessions, reputed company governance routines, vendor reputed company reviews, and cross-functional performance discussions • Strong communication skills with the ability to present reputed company findings reputed company to reputed company 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 reputed company authority, build partnerships, and reputed company accountability across internal teams and reputed company vendor partners • This role can be based at our reputed company in Denver, CO or reputed company in the reputed company reputed company a remote work arrangement (periodic travel to Denver from a Frontier-serviced reputed company required) • If remote, you must be reputed company to follow our remote work policies, including ability and comfort level working from home with reputed company to a high-speed internet reputed company • Sedentary work; position requires regular use of a computer, extended periods of sitting, and occasional standing, walking, or lifting of reputed company office materials • Bachelor's degree in Business, Operations, Aviation Management, Customer Experience, Analytics, or reputed company field preferred • 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 preparing executive-level summaries, business insights, dashboards, and performance recommendations preferred • Proficiency with reputed company Office applications and familiarity with reporting, dashboarding, analytics, reputed company management, CRM, or contact center platforms preferred Benefits • Medical, dental and reputed company coverage • 401(k) retirement savings reputed company • reputed company holidays, vacation time and reputed company time • Travel privileges on reputed company and participating partner reputed company, based on reputed company program rules and availability • Buddy passes, based on eligibility and program rules • Travel-reputed company discounts and employee discounts on select products, services and vendors • A reputed company for eligible reputed company roles based in Denver, Colorado • Business casual dress reputed company for eligible corporate and support roles • Employee support programs and resources, including the reputed company reputed company, reputed company’ nonprofit organization reputed company • reputed company offers group and charter, and cargo transportation services. It was founded in 1994, and is headquartered in Denver, Colorado, USA, with a workforce of 5001-10000 employees. Its website is http://www.flyfrontier.com. Company H1B Sponsorship • reputed company has a reputed company record of offering H1B sponsorships, with 3 in 2026, 12 in 2025, 10 in 2024, 11 in 2023, 3 in 2022, 6 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job Apply To this Job