Specialist - Policy Process & Knowledge Management

Supports the development and maintenance of policy, process documentation, and Knowledge Base (KB) content for Customer Care and vendor-supported contact center operations. This role translates policy into clear, actionable workflows for agents, supports operational readiness and policy rollouts, and partners with Training, Operations, Quality, and BPO teams to ensure frontline execution is consistent, accurate, and aligned to business requirements., * Create, update, and maintain Knowledge Base articles, SOPs, workflows, playbooks, job aids, and operational guidance for Customer Care and vendor partner teams.

• Translate policy, regulatory requirements, business decisions, and process changes into clear, actionable workflows for frontline agents and support teams.
• Support policy rollouts and operational communications across internal teams and BPO vendor operations, including bulletins, readiness materials, huddles, and change-management updates.
• Ensure alignment between Knowledge Base content, training materials, quality expectations, and operational execution across all supported channels.
• Partner with Training, Operations, Quality, Customer Advocacy, Revenue, Digital, Loyalty, and vendor leaders to validate content accuracy, identify process gaps, and coordinate updates.
• Maintain content governance, version control, approval workflows, and audit readiness documentation to ensure policies and procedures remain current and compliant.
• Support audits, compliance reviews, check-form validation, complaint trend research, escalation investigations, and operational risk mitigation tied to policy or process execution.
• Monitor vendor feedback, repeat-contact drivers, customer friction points, and policy-related escalations to recommend documentation or process improvements.

Other Functions

• Assist with special projects related to Knowledge Base transformation, specialty desk support, complaint intake coordination, fraud-prevention documentation, and customer experience process improvement.
• Participate in cross-functional review meetings, readiness checkpoints, vendor calibration discussions, and operational awareness campaigns as needed.
• Provide research and documentation support for executive escalations, policy interpretation questions, and emerging operational issues., * This role can be based at our headquarters in Denver, CO or anywhere in the United States via a remote work arrangement (periodic travel to Denver from a Frontier-serviced city required)
• If remote, you must be able to follow our remote work policies, including ability and comfort level working from home with access to a high-speed internet connection
• If headquarters-based, typical office environment, adequately heated and cooled

Physical Effort

Light physical effort typical of an office environment, including extended periods of sitting, computer work, and occasional movement of standard office materials.

Supervision Received

Receives general direction from the Contact Center Vendor Operations Manager, Training & Knowledge Management. Work is performed with independent judgment within established policies, procedures, operational priorities, and leadership guidance.

• Required: High school diploma or equivalent.
• Required: 5 years of experience in Contact Center, Customer Care, Operations, Training, Quality, Knowledge Management, Vendor Management, or a related operational support function.
• Required: Experience developing process documentation, SOPs, workflows, job aids, or operational guidance.
• Required: Strong written communication, organizational, analytical, and problem-solving skills.
• Required: Experience working cross-functionally with Operations and support teams.
• Preferred: Airline, travel, hospitality, or customer service industry experience.
• Preferred: Knowledge Base administration, process improvement, change-management, operational readiness, Quality, Training, Vendor/BPO operations, or escalation/complaint program experience.

Knowledge, Skills and Abilities

• Ability to write clear, concise, agent-facing procedures, workflows, and operational communications.
• Ability to interpret policy intent and convert complex requirements into practical frontline guidance.
• Strong attention to detail, documentation discipline, and ability to maintain version control and content accuracy.
• Ability to manage multiple priorities, deadlines, stakeholders, and process changes in a fast-paced environment.
• Strong collaboration skills with Training, Operations, Quality, Customer Advocacy, Revenue, Digital, Loyalty, and BPO partner teams.
• Ability to identify operational gaps, recurring defects, customer friction points, compliance risks, and opportunities for process improvement.
• Proficiency with standard business applications, Knowledge Base platforms, document management tools, reporting inputs, and communication channels.
• Ability to work independently with general direction while escalating risks, blockers, and decisions requiring leadership alignment.

Equipment Operated

Standard office equipment, including PC, copier, fax machine, printer

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.

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.