Manager – ACS Training (Airport Customer Service)

The Manager, ACS Training, is responsible for working collaboratively with the ACS Leadership Team to develop, update, deliver, and monitor training programs to our ACS airport and headquarters staff. This individual will constantly evaluate the effectiveness of ACS training, Corporate and Business Partner instructors, and adult learning methodologies. In coordination with the Director, ACS Training & Standards, is responsible for providing leadership, mentoring and guidance on presentation and delivery techniques to Frontier and Business Partner instructors.

Essential Functions

• Oversee and develop training for new policies and procedures for frontline employees and business partners
• Ensure department policies, procedures and training curricula are compliant with regulatory and company requirements
• Analyze current training materials to ensure the content and format meet the needs of the learner while leveraging best in class trends in training design
• Monitor effectiveness of training materials and instructor delivery
• Strategically plan projects and allocate training resources
• Advocate for and support automation enhancements including self-check-in, gate readers, ramp automation, computer based training, and independent learning
• Create and manage budget for ACS training department
• Establish and maintain relationships with other departments to collaboratively meet corporate goals
• Oversee department compliance and corporate safety by participating in Frontier’s Safety Management System (SMS) as new policies and procedures are developed
• Actively participate in interactions with Federal Aviation Administration, Transportation Security Administration and other regulatory agencies to ensure compliance
• Monitor compliance of corporate and business partner employees with required training and must-read documents
• Ensure corporate and business partner instructors conduct regulated and organizational training as defined and required by ACS
• Develop class and instructor schedules, oversees training for initial, recurrent, station start-up/transition/station re-opening and special programs for ACS
• Observe corporate and business partner instructors to ensure students receive proper instruction on both technical and soft skills.
• Based on findings, identify areas for improvement and communicate results through appropriate channels.
• Perform quality audits to determine effectiveness of training, training materials, learning methodologies and technology.
• Ensure corporate and business partner instructors are certified as applicable and oversee maintenance of certifications
• Serve as a subject matter expert for all courses taught
• Maintain currency on regulatory elements
• Maintain communication with corporate and business partner instructors
• Manage instructor development and growth
• Monitor and track attendance of corporate instructors and provide coaching/counseling and/or corrective actions when needed

Other Functions

• Manages special Projects and/or committees as assigned
• Monitor and approve ACS Instructor’s expense reports
• Support ACS department initiatives
• Participate in and support technology initiatives

Qualifications

• Bachelor’s degree, or equivalent combination of education and experience required.
• Four (4) years’ experience in leading and motivating team members required.
• Two (2) years’ experience in creation and production of curriculum and training materials required.
• Airline customer service, ramp and/or operations experience preferred
• Ability to communicate, both written and verbal, in English and Spanish preferred

Knowledge, Skills and Abilities

• Strong oral, written and presentation communication skills.
• Knowledge of Microsoft products.
• Familiarization with adult learning methods and technologies.
• Ability to proofread, attention to detail, and prioritize assignments.

Equipment Operated

Knowledge of PC, scanner, digital camera, video camera, general office equipment, copy machine and various industry standard printers (ticketing and baggage).

Work Environment

Typical office environment, adequately heated and cooled.

Physical Effort Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently.

Supervision Received General Direction: The incumbent normally receives little instruction on day-to-day work and receives general instructions on new assignments.

Positions Supervised

• Regional Training and Compliance Coordinators (6)

Salary Range: $72,000 – $96,331

Please note: This posting has a closing date on or before 2/14/25 Midnight MT.

Workplace Policies

At Frontier Airlines, we wholeheartedly support and have a strong commitment to Equal Employment Opportunity (EEO) and Affirmative Action. Frontier is committed to providing equal employment opportunities for all persons regardless of race, color, religion, gender, gender variance, sexual orientation, age, genetic information, martial status, national origin, citizenship status, disability, military, veteran status, and any other basis protected by federal, state, or local laws.

Diversity is an essential part of our success. Our company flourishes because of the unique backgrounds, skills and ideas that our team members contribute every day. We salute and actively recruit veterans. Military experience is valuable and transferable to many of the positions essential to the operations of our airline.

Frontier Airlines is a Zero Tolerance Drug-Free Workplace. All prospective DOT safety-sensitive employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any DOT safety-sensitive job 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.

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.

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