The Regional Director, ACS leads a region of airport operations professionals to meet Frontier’s safety, operational, customer service and financial performance goals, and oversees the development and performance of assigned General Managers and station leaders. This role is the primary Frontier representative to oversee the relationships with all contracted ground handling, wheelchair, security and janitorial service providers, all other airport authorities, and all federal, state, and local government regulatory agencies. The Director serves as both a liaison and representative for all customers, internal and external. The The Director, ACS reports directly to the Senior Director of ACS and has routine interaction with Frontier senior officers, officers, and directors.
Essential Functions
Safety - Be a champion for safety through accountability, awareness and communication. Ensure that all team members understand the importance of safety and require that they conduct themselves in a manner that reflects this value.
Operational Performance - Deliver superlative operational performance by leading cross-functional teams in the execution of efficient, safe and customer-centric day-to-day operations. Must be willing and able to “get in the weeds” to solve complex operational performance problems and lead/direct others in those solution. Own ultimate accountability for operational performance of the region.
“Culture of Caring” - Through effective leadership and management of people, processes and policies, orchestrate the delivery of a customer service product that meets or exceeds Frontier customers’ expectations.
Fiscal Responsibility - Develop manage multi-million-dollar budgets with accuracy. Continuously strive to lower costs through identification and elimination of inefficiencies and improvement of contracts.
Business Partner Management - Ensure that each city in the region is led by experienced, motivated, energetic, polished and professional business partner managers and supervisors who focus on safety, operational performance, customer service, communication, employee engagement and financial performance. Adeptly manage business partner performance through the use of SLAs and contractual requirements. Work closely with the director of groundling handling contracts to bid, implement and manage business partners in each station.
Regulatory Compliance - Ensure compliance with all airline and governmental agency regulations and protocols. Monitor compliance with all FAA, TSA and DOT regulations. Establish sound working relationships with FAA, TSA, CBP, airport authorities, and business partners. Where applicable, ensure all international requirements are met and complied with, working with CBP and governments where necessary to procure rights and slots.
Vision – Be an agent of change and leadership in the department, actively developing new and innovative ways of evolving airport operations and customer service to deliver a more efficient customer experience.
Visible and Active Leadership - Be a willing, motivational leader who seeks out opportunities to get in front of employees and business partners to ensure that expectations and goals are clear and that all our partners are aligned with our strategy. Be a role model for others to follow. Guide business partners as they partner to lead the day-to-day operations at our stations.
Policies & Procedures and Training - Work closely with the Directors of Training & Standards and of Safety & Security to provide station team members with the training and tools they need to operate safely and efficiently.
Data Analysis and Business Intelligence - Develop innovative and actionable reporting mechanisms working with Business Intelligence group to raise operational performance transparency and performance to goals.
Executive interaction – Interact with the Officers and Directors. Collaborate with senior management to provide strategic and operational planning input for the Customer Service Division, as well as the company. Report progress and results to senior management on a regular basis.
Reward and Recognition - Identify successes and seek ways to recognize superior performance while ensuring that high standards for performance are set and maintained.
Other Functions
Assist in leading scheduled management meetings with General Managers, and business partner managers
Manage special projects assigned and committee participation
Other functions as indicated by leadership
Qualifications
Bachelor's degree required or equivalent work experience, Master’s degree preferred
10+ years of commercial passenger airline experience in an airport operations leadership role
Previous regional director or manager experience
Must have extensive experience operating, managing and delivering results in a fully outsourced business partner environment
Knowledge, Skills and Abilities
Must be highly skilled in above- and below-wing airport operations best practices
Must have high level of initiative, strong team building skills, excellent communication skills, the ability to teach others leadership techniques and a complete understanding of station management responsibilities.
Must have proven business acumen in terms of managing capital and budget operations and airport lease administration and agreements.
Must have a desire to serve others and travel frequently and flexibly
Must be self-motivated, a good listener, innovative and a teacher
Current knowledge of the Frontier fleet
Ability to effectively manage multiple, concurrent projects and priorities
Ability to demonstrate superior instructional and facilitation skills
Skill in interpersonal communications, leadership, delegation, collaboration, critical-thinking and problem solving
Knowledge and understanding of Federal Aviation Administration Regulations, Transportation Security Administration, Department of Transportation, Americans With Disabilities Act, as well as any other regulatory entities