<p>Why Work for Frontier Airlines?</p> <p>At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline - it's our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life. Our successful business model allows travelers to take advantage of our fast-growing route network, while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need, saving them money along the way.</p> <p>What We Stand For</p> <p>Low Fares Done Right is our mission, and we strive to bring it to life every day. Our 'Done Right' promise means delivering not only affordable prices but also making travel friendly and easy for our customers. To do this, we put a great deal of care into every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and be pioneers - we're not afraid to try new things. While our business requires us to fly high in the air, we also consider ourselves down-to-earth in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.</p> <p>Work Perks</p> <p>At Frontier, we like to think we're creating something very special for our team members. Work is why we're here, but the perks are nice too:</p> <ul> <li>Flight benefits for you and your family to fly on Frontier Airlines </li><li>Buddy passes for your friends so they can experience what makes us so great </li><li>Discounts throughout the travel industry on hotels, car rentals, cruises and vacation packages </li><li>Discounts on cell phone plans, movie tickets, restaurants, luggage and over 2,000 other vendors </li><li>Enjoy a 'Dress for your Day' business casual environment </li><li>Flexible work schedules that support work/life balance </li><li>Total Rewards program including a competitive base salary, short term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time and medical/dental/vision insurance that begins the 1st of the month following your hire date. </li><li>We play our part to make a difference. The HOPE League, Frontier Airlines' non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship </li></ul> <p>Who We Are</p> <p>Frontier Airlines is committed to offering 'Low Fares Done Right' to more than 100 destinations and growing in the United States, Canada, Dominican Republic, and Mexico on more than 350 daily flights. Headquartered in Denver, Frontier's hard-working aviation professionals pride themselves on delivering the company's signature Low Fares Done Right service to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administration's 2018 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.</p> <ul> <li>Frontier is the most fuel-efficient of all major U.S. carriers when measured by ASMs per fuel gallon consumed. </li></ul> <p>What Will You Be Doing?</p> <p>The Senior Analyst, Customer Care is an analytical data expert who excels in problem solving a variety of issues derived from and impacting the customer's experience. The Senior Analyst is an influential business advisor who specializes in collecting and organizing data to leverage rational and statistical analyses which ensure staff availability to meet demand. Recommend process enhancements and propose new system development. Additionally, this analyst promotes the effective use of reports, maintains and develops dashboards, and accurate contact center metrics to provide functional leaders with insights to maximize operational efficiencies and provide staffing and scheduling guidance.</p> <p>Essential Functions</p> <p>Analytics (50%)</p> <ul> <li>Analyze various trends and throughput assumptions to create and maintain volume forecasts and provide staffing/scheduling requirements to meet demand </li><li>Experienced with data mining and machine learning libraries </li><li>Analyzes, evaluates, compiles, publishes, and reports findings on data measuring customer experience and operational performance in the customer care environment </li><li>Conducts scenario analysis, recommends process changes and automation opportunities to ensure customer pain points are addressed, and optimization of overall customer journey and operational efficiencies are realized </li><li>Demonstrates extensive experience with analyzing large data sets </li><li>Identifies new methods, strategies, and opportunities to improve overall contact center results </li><li>Develops, maintains, models and provides daily, weekly, monthly, and quarterly reporting, to facilitate discussions with related stakeholders to ensure performance and productivity goals are met </li><li>Partners with internal and external leaders and team members to ensure data is presented in a manner that is understandable and provides basis for informed decision-making, while providing applicable recommendations and solutions to improve results. </li></ul> <p>Implementation (40%)</p> <ul> <li>Gathers and documents business requirements for projects on behalf of Customer Care </li><li>Represents the interest of Customer Care in all aspects of enterprise projects </li><li>Partners with internal and external leadership to continuously improve methods of performance tracking based on data analysis results </li><li>Analyzes, monitors, and recommends adjustments to individual progress towards goals and strategies </li><li>Analyzes the business impact and risk associated with disaster scenarios and presents recommended solutions to leadership for Business Continuity Planning </li></ul> <p>Other (10%)</p> <ul> <li>Provides assistance to Customer Care Operations on a case-by-case basis </li><li>Provides analytical support for special projects </li><li>Monitor volume and staffing in comparison with a budget to ensure fiscal alignment and compare to monthly invoices </li></ul> <p>Qualifications</p> <ul> <li>Bachelor's degree in Machine Learning, Statistics, Mathematics, Economics, Computer Science, or related field, or a combination of relevant education and experience in a qualitative field required </li><li>Minimum 6 years of experience in a customer service, consumer relations, call center, or comparable environment required </li><li>Minimum 4 years of experience in the data analytics discipline </li><li>Experience in analyzing and reporting on customer data is required </li><li>Experience with macros and other software used for data mining and analysis is required </li><li>Experience in advanced trend analysis and interpreting data to provide recommendations to drive key business decisions required </li><li>Structured training in statistical analysis techniques preferred </li><li>Natural language processing experience a plus </li></ul> <p>Knowledge, Skills, and Abilities</p> <ul> <li>Must be able to independently identify a problem area and sift through multiple data sources </li><li>High degree of PC skills (MS Office applications, PowerBI, Azure Databricks, database tools, etc.) </li><li>Entrepreneurial attitude, able to take ownership and deliver results </li><li>Strong presentation skills: ability to present information to and collaborate with all levels of management </li><li>Strong analytical skills, communications, and interpersonal skills </li><li>Ability to work under general direction with latitude in planning workload to accomplish objectives </li><li>Strong organizational skills with the ability to simultaneously facilitate multiple projects and initiatives </li><li>Ability to handle confidential material </li><li>Ability to structure logical analytical approaches and to apply a range of quantitative techniques to solve business problems in an efficient, timely manner </li><li>Ability to independently prioritize analyses in a fast-paced, dynamic environment </li><li>Competent in interpersonal communications, collaboration, critical thinking, and problem solving </li><li>Attention to detail and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables </li><li>Possess strong communication ability with individuals at all levels of an organization; interacts with other Frontier departments to effectively implement company initiatives </li></ul> <p>Equipment Operated</p> <p>Standard office equipment, including PC, copier, fax machine, printer</p> <p>Work Environment</p> <p>Typical office environment, adequately heated and cooled</p> <p>Occasional travel may be required</p> <p>Physical Effort</p> <p>Generally, not required.</p> <p>Supervision Received</p> <p>General Direction: The incumbent normally receives little instruction on day-to-day work and receives general instructions on new assignments.</p> <p>Positions Supervised</p> <ul> <li>None </li></ul> <p>Salary Range: $72,000 - $96,331</p> <p>Please note: this posting has a closing date of on or before midnight 6/19/25 MT.</p> <p>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 the duties and expectations of this position may be subject to change.</p> <p>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.</p> <p>Frontier Airlines is a Zero Tolerance Drug-Free Workplace. All prospective employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids 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.</p> <p>Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.</p>