Manager - Training & Knowledge Management

• 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., Works under general direction. Receives guidance on objectives and priorities while exercising independent judgment in planning, execution, vendor engagement, and cross-functional coordination., May provide functional direction to vendor learning teams, knowledge content contributors, training facilitators, SMEs, and cross-functional partners supporting Customer Care readiness. No direct positions supervised unless assigned by department structure.

Workplace Policies

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.

• 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 operations required.
• Experience supporting airline, travel, hospitality, customer service, or outsourced contact center environments preferred.
• Experience supporting large-scale BPO operations, multi-site vendor teams, or global contact center partners preferred.
• Experience with Learning Management Systems, knowledge management platforms, Microsoft 365 tools, reporting dashboards, and content authoring tools preferred.

Knowledge, Skills and Abilities

• Strong knowledge of adult learning theory, instructional design methodology, curriculum development, training delivery, and learning effectiveness measurement.
• Knowledge of contact center operations, BPO vendor management, customer experience drivers, quality programs, escalation handling, complaint trends, and frontline enablement.
• Ability to build scalable training programs, governance routines, communication frameworks, and knowledge management processes across multiple vendors and channels.
• Ability to analyze QA, complaints, CSAT, operational performance, and knowledge usage data to identify root causes and develop corrective learning plans.
• Strong written and verbal communication skills with the ability to convert complex operational changes into clear, agent-friendly materials.
• Strong stakeholder management, cross-functional influence, change management, project management, and continuous improvement skills.
• Ability to manage multiple priorities, meet deadlines, and drive readiness across internal teams and external vendor partners.

Equipment Operated

Standard office equipment, including PC, copier, fax machine, printer, Light physical effort. Primarily sedentary work with regular use of a computer and standard office equipment.

Own training and knowledge management for Customer Care and BPO partners: design onboarding, certifications, continuing education, and readiness materials; govern Knowledge Base content and usability; lead policy rollouts and operational communications; identify gaps from QA, CSAT, and escalations; partner with operations, quality, digital, and vendor teams; establish vendor training governance and measure training effectiveness. The summary above was generated by AI

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., 27 Minutes Ago Remote or Hybrid United States 82K-102K Annually Senior level 82K-102K Annually Senior level Digital Media * Gaming * Information Technology * Software * Sports * Esports * Big Data Analytics Lead delivery across multiple engineering and product teams, plan and track key initiatives, surface risks and dependencies, strengthen Agile practices, use metrics and OKRs to improve predictability, and communicate status to stakeholders to ensure on-time launches. Top Skills: AirtableChatgptClaudeGeminiGoogle WorkspaceJIRAJpd Gusto, 128K-193K Annually Senior level 128K-193K Annually Senior level Fintech * HR Tech Lead design, configuration, and optimization of Workday modules; architect business processes, calculated fields, security, and reports; drive reporting, data quality, testing/UAT, release readiness; provide expert support, mentor teammates, and partner with People and IT stakeholders. Top Skills: AgileUatWorkdayWorkday AbsenceWorkday Business ProcessesWorkday Calculated FieldsWorkday CompensationWorkday Composite ReportsWorkday Dashboard ReportsWorkday HcmWorkday Matrix ReportsWorkday PayrollWorkday ReportingWorkday SecurityWorkday TalentWorkday Time Tracking DraftKings, Remote or Hybrid United States 14-17 Hourly Entry level 14-17 Hourly Entry level Digital Media * Gaming * Information Technology * Software * Sports * Esports * Big Data Analytics Monitor and verify accuracy of live e-sports game data feeds in real time, identify and resolve discrepancies, cross-check multiple sources, escalate issues, and collaborate to streamline processes. Maintain knowledge of schedules, rosters, rule changes, and key metrics to ensure contextual data accuracy throughout the season. Top Skills: APIsE-Sports Data FeedsExcelGoogle SheetsReal-Time Event Tracking Systems

What you need to know about the Colorado Tech Scene

With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.

Key Facts About Colorado Tech

• Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
• Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
• Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
• Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
• Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
• Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute