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Job Details

Sr. Manager CS Training amp Pol/Proc

Company name
Frontier Airlines, Inc

Highlands Ranch, CO

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Frontier Airlines is committed to offering ‘Low Fares Done Right’ to more than 80 destinations in the United States, Canada, Dominican Republic and Mexico on more than 300 daily flights. Headquartered in Denver, Frontier’s hard-working aviation professionals pride themselves in delivering the company’s signature Rocky Mountain hospitality to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administration’s 2016 Diamond Award for maintenance excellence and was recently named the industry’s most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies.

The Sr. Manager, CS Training and Policies/Procedures is responsible for the development, communication and training of existing, revised and new policies and procedures for the Customer Service Division.


Through strategic planning, proactively develop and train the most efficient policies and procedures in order to achieve corporate and departmental objectives (operational, financial and customer experience).

Create and manage budget for CS Training and Policies/Procedures department.

Ensure strategic objectives of the organization are fulfilled.

Develop strategies for creating engaged employees and satisfied customers.

Identify ways to establish and maintain positive relationships with business partners.

Develop and maintain safety processes.

Conduct Safety Risk Assessments when new or amended policies or procedures are introduced.

Participate in monthly SMS meetings.

Actively participate in the department’s interaction with the Federal Aviation Administration, Transportation Security Administration, Frontier Security and Safety Department, Frontier departments and other regulatory agencies to ensure compliance with regulatory and company requirements.

Responsible for leadership of project planning and implementation, including coordination and positive interaction with all departments at Frontier Airlines.

Define timelines, assign responsibility, identify resources and qualify productivity results for department projects.

Collaborate with external departments to ensure corporate objectives are met.


Think outside the box to maximize the efficiency and efficacy of training programs.

Oversee design and development of computer-based training and classroom curricula.

Maintain currency of learning platforms and incorporate new methods as applicable.

Perform audits to determine effectiveness of training (LMS and classroom instruction).

Develop skills and practices necessary to further company initiatives.

Monitor effectiveness of training materials and instructor delivery.

Monitor compliance with required training.

Participate in strategic planning for initial and recurrent training programs.

Ensure training curricula/materials meet regulatory and company requirements.

Work closely with other departments to ensure a consistent and customer friendly message is delivered.

Policies and Procedures

Develop and lead implementation of policies and procedures for all front-line employees, (customer service, ramp service, operations, aircraft appearance).

Responsible for the redesign, content, final review and maintenance of all Customer Service manuals.

Proactively advocate for and support automation enhancements including but not limited to, self-serve check-in kiosks, gate readers, ramp automation enhancements, computer-based training and online manuals.

Research hardware and software options and justify airport operational automation opportunities to reduce cost, increase revenue and improve service.

Develop and implement processes and policies that achieve the most efficient and friendly sequence of operations for our customers and business partners.

Content. Maintain the content of the HR section of the company intranet.

Develop and implement airport processes and policies that will improve our key operational metrics.

Develop and implement a consistent, proactive communication tool that will ensure employees are well informed.

Manage special projects and/or committees as assigned.

Travel planning, expense review and approval, equipment inventory, securing facilities for training


Bachelor degree or equivalent combination of relevant education and experience

Minimum 10 years of management experience required

Minimum 5 years of professional experience in teaching, training and adult education

Minimum 5 years of experience with curriculum development

Proven ability to communicate clearly and collaboratively

Experience in technical writing and manual development

Knowledge, Skills and Abilities:

Excellent communications, collaboration, critical-thinking and problem-solving skills

Ability to effectively manage multiple, concurrent projects and priorities

Ability to demonstrate superior instructional and facilitation skills

Knowledge and understanding of Federal Aviation Regulations

Excellent grammar and composition skills

Proficiency with Microsoft Word, Excel, Outlook and Power Point, and familiarity with computer-based training development software such as Adobe Pro, Articulate (Storyline), Dreamweaver

Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all 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.

Frontier Airlines, Inc. is an equal opportunity employer and, as such, is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including: recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Frontier Airlines, Inc. is a Zero Tolerance Drug-Free Workplace. All prospective employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana (THC), Cocaine, Amphetamines (including methamphetamines and MDMA), Opiates (including codeine, heroine, 6-Am, and morphine) and Phencyclidine (PCP). Further, any applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with Frontier.

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Frontier Airlines, Inc
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