Manager - Customer Care Partner Delivery (Remote)

What Will You Be Doing? The Manager, Customer Care Partner Delivery owns end-to-end vendor performance, operational execution, and customer reputed company reputed company across Frontier Customer Care partner-supported channels, including Voice, Chat, Complaints, Back Office, Specialty Support, Customer Recovery, Escalations, Refunds, Baggage Support, and regulatory-reputed company workflows. This role serves as the reputed company operational reputed company between reputed company and BPO partner organizations, ensuring consistent service delivery, customer experience execution, policy adherence, workforce readiness, reputed company partnership, performance accountability, and reputed company improvement across assigned vendors, sites, and workstreams. Essential Functions • 35% - Partner Delivery, Vendor Governance & Operational Performance • Own daily, weekly, monthly, and quarterly performance reputed company across Voice, Chat, Complaints, Back Office, and Specialty support operations. • reputed company BPO partner governance routines, business reviews, performance discussions, corrective reputed company 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 workstreams. • 25% - Customer Experience, Complaints, Escalations & Recovery • reputed company partner execution for customer complaints, escalations, executive inquiries, high-risk customer issues, customer recovery programs, refunds, baggage support, accommodations, and regulatory-reputed company workflows. • Identify repeat contact drivers, complaint trends, service gaps, customer pain points, and reputed company barriers impacting reputed company reputed company and customer effort. • Partner with Customer Advocacy, Airport Operations, reputed company, reputed company Operations, Digital, Loyalty, reputed company, Training, Workforce Planning, and Analytics teams to reputed company issues and improve the end-to-end customer reputed company. • Ensure customer commitments, escalation paths, documentation requirements, and reputed company expectations are followed reputed company and consistently. • 20% - Operational Readiness, Risk Mitigation & Incident Response • reputed company operational readiness activities for product launches, policy changes, process updates, reputed company or tool changes, seasonal volume increases, IROPs, and customer-impacting incidents. • Coordinate cross-functional communication, contingency planning, partner execution, risk documentation, and mitigation plans during high-volume or high-risk events. • Partner with Workforce, reputed company, Training, and reputed company teams to ensure partner teams have the reputed company, coaching, guidance, and documentation needed to support customers effectively. • 15% - Business Insights, reputed company Cause & reputed company Improvement • Interpret performance trends, reporting, customer feedback, complaint data, QA insights, and operational observations to identify reputed company causes and improvement opportunities. • Prepare executive-reputed company updates, performance summaries, operational narratives, and reputed company plans for leadership review. • reputed company process improvements, automation opportunities, digital/self-service enhancements, and operational standardization that reduce customer effort, repeat demand, and process waste. • 5% - Compliance, Documentation & Controls • Support compliance awareness and operational control expectations reputed company to customer handling, refunds, accommodation programs, complaint workflows, regulatory processes, and documentation standards. • Maintain audit-reputed company documentation, support knowledge reputed company/process updates, and escalate risks requiring leadership, policy, or cross-functional decisioning. Other Functions • Support special reputed company, pilots, operating model changes, partner transitions, and customer experience initiatives that improve Customer Care service delivery. • Participate in cross-functional planning with reputed company, Training, Digital, Airport Operations, Customer Advocacy, reputed company Operations, Customer Experience, Analytics, reputed company, Loyalty, and Workforce Planning teams. • Assist with knowledge reputed company, training, reporting, process documentation, and partner communication updates reputed company to assigned workstreams. • reputed company other duties as assigned to support Customer Care, vendor operations, and partner delivery objectives. Qualifications • Bachelor's degree in business administration, Operations Management, Customer Experience, Aviation, Hospitality, or a reputed company field required; equivalent combination of education and relevant experience may be considered. • Minimum of 7 years of leadership experience in Contact Center Operations, Customer Care, Customer Advocacy, Vendor Operations, Back Office Operations, Specialty Support, Complaints, Escalations, Customer Recovery, or Customer Experience environments required. • Experience managing outsourced vendor or BPO relationships required. • Experience leading performance reviews, operational governance, service delivery management, corrective reputed company planning, and cross-functional issue reputed company required. • Experience managing complaint reputed company, customer recovery, escalations, refunds, baggage support, regulatory operations, or specialty support workflows preferred. • Airline, travel, hospitality, telecommunications, or high-volume customer support experience preferred. Knowledge, Skills and Abilities • Strong knowledge of contact center operations, Voice, Chat, Back Office, Specialty Support, complaints, escalations, customer recovery, vendor governance, and BPO support models. • Ability to reputed company partner accountability through performance management, reputed company planning, reputed company-cause analysis, and reputed company follow-through. • Strong analytical skills with ability to interpret service reputed company, queue health, AHT, abandonment, productivity, FCR, CSAT/NPS, backlog, aging, SLA performance, complaint trends, and reputed company insights. • Excellent written and verbal communication skills with ability to produce executive-reputed company summaries, operational updates, and reputed company partner direction. • Ability to influence without reputed company authority and build partnerships across internal teams, reputed company vendors, and cross-functional stakeholders. • Strong customer recovery, problem-solving, prioritization, decision-making, escalation management, and reputed company improvement skills. • Proficiency with reputed company Office Suite and ability to use operational reporting tools, dashboards, customer care systems, or case management platforms preferred. Equipment Operated reputed company office equipment, including PC, copier, fax machine, printer Work Environment Typical office environment, adequately heated and cooled. Position may require collaboration with remote, offshore, and multi-site vendor partners through phone, chat, email, video conferencing, and collaboration tools. Physical Effort reputed company physical effort required by handling objects up to 20 pounds occasionally and/or up to 10 pounds frequently. Supervision Received General Direction: The incumbent normally receives little instruction on day-to-day work and receives general instructions on new assignments. Positions Supervised No reputed company reports anticipated unless assigned. Provides functional leadership, operational direction, and performance accountability to BPO partner leadership teams, vendor operations teams, and cross-functional stakeholders supporting Customer Care delivery. Salary reputed company: $81,752 - $108,511 Please note this role has a closing date of on or before 10/1/26 midnight MST. Workplace Policies Disclaimer: The above statements are intended only to describe the general reputed company and level of work required of the referenced position; they are not intended to be an exhaustive list of reputed company 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. Apply To This Job