Manager - Training & Knowledge Management

Working at Frontier Airlines 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 About Frontier Airlines 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, Training & Knowledge Management owns training, readiness, communication, and Knowledge Base strategy across all Customer Care channels and BPO partner operations. This role ensures frontline teams, vendor partners, supervisors, and leaders have accurate training, current knowledge content, clear operational communications, and readiness support needed to deliver consistent, efficient, and customer-focused service. Essential Functions • Develop and maintain Customer Care training programs, certifications, onboarding standards, continuing education, and readiness materials across voice, chat, back office, specialty support, recovery, escalations, complaints, and BPO operations. • Own Knowledge Base governance, content accuracy, content freshness, usability, article standards, and ongoing updates in partnership with policy owners and business stakeholders. • Lead policy rollouts, process changes, operational communications, and frontline readiness plans for vendors and internal Care teams. • Ensure alignment between training, KB content, quality expectations, operational execution, and customer experience goals. • Identify training and knowledge gaps using QA findings, customer complaints, escalation trends, CSAT drivers, performance data, and operational feedback. • Partner with Operations, Quality, Digital, Customer Experience, Airport Operations, specialty departments, process owners, and vendor learning teams on readiness initiatives and continuous improvement. • Establish vendor training governance standards, review training effectiveness, conduct audits, and support consistent delivery across outsourced partner locations. • Translate complex policy, process, and product changes into clear training materials, job aids, quick reference guides, readiness toolkits, and agent-friendly communications. Other Functions • Support special projects, customer experience initiatives, operational pilots, and cross-functional readiness activities as assigned. • Participate in stakeholder meetings, vendor business reviews, process reviews, and operational planning sessions related to training, communications, and knowledge management. • Perform other duties and responsibilities as assigned to support Customer Care Operations. Qualifications • Bachelor s degree in Business, Communications, Education, Organizational Development, Training, or a related field required; equivalent relevant experience may be considered. • Five or more years of experience in contact center operations, learning and development, training leadership, instructional design, knowledge management, vendor operations, or customer service operat...