About the position
The Sr. Manager, BPO Partner Management owns the day-to-day relationship with Frontier's Business Process Outsourcing (BPO) partners and serves as the company's primary point of contact for outsourced operations. The role is strategic and tactical in equal measure: it sets the direction for how Frontier partners with its providers while standing up the execution disciplines — service level agreement (SLA) design, management, and enforcement, and the negotiation of Master Service Agreements (MSAs) and Statements of Work (SOWs) — that make outsourcing successful.
Reporting to the Director, Airport Strategy, Facilities & BPO Services, this role builds a new function from the ground up, partnering with business units across the company — including Airport & Customer Service, Inflight, Legal, Finance & Accounting, and Procurement / Shared Services — to develop, transition, and mature outsourced operations. The position calls for sound judgment, strong relationship management, and end-to-end accountability for partner performance, service quality, and the cost savings the program is designed to deliver.
Responsibilities
- Serve as Frontier's day-to-day owner and primary point of contact for BPO partners, managing the relationship and overall partner performance.
- Lead the design, management, and enforcement of service level agreements (SLAs) — building the metrics, reporting, and governance that hold partners accountable for quality and outcomes.
- Negotiate and manage Master Service Agreements (MSAs) and Statements of Work (SOWs), partnering with Legal, Procurement, and Finance on commercial terms.
- Partner with individual business units to develop, transition, and mature outsourced operations, helping each function move work to partners with the right documentation and controls.
- Shape the strategic direction of Frontier's BPO function — prioritizing scope, sequencing transitions, and identifying additional opportunities to outsource over time.
- Build and run the governance model for partner management, including regular business reviews, escalation paths, and executive reporting.
- Monitor partner performance against SLAs and cost targets, surfacing risks early and driving corrective action.
- Coordinate across internal stakeholders to streamline decision-making and keep transitions on track.
- Support the financial case for outsourcing in partnership with Finance, helping ensure the program delivers its targeted savings.
- As the function grows, help build and lead a small team, providing direction and development to analysts and coordinators.
Requirements
- Bachelor's degree in Business, Finance, Supply Chain, Operations, or a related field; equivalent experience considered.
- Approximately 7 or more years of relevant experience in vendor / partner management, outsourcing, procurement, operations, consulting, or a related area.
- 3+ years of direct people leadership experience
- Experience negotiating and managing commercial agreements (e.g., MSAs, SOWs, or service contracts).
- Working knowledge of contracting, SLAs, and performance-management concepts.
- Comfort with data, reporting, and basic financial analysis to track performance and savings.
- A collaborative, build-it mindset suited to standing up a new function.
- Ability to travel periodically in support of partner and business-unit needs.
Nice-to-haves
- Experience developing or managing SLAs and holding partners or vendors accountable to performance metrics is preferred.
- Experience in airline, travel, or other operationally complex, multi-stakeholder environments is a plus, but not required.
Benefits
- Flight benefits for you and your family to fly on Frontier Airlines
- Buddy passes for your friends so they can experience what makes us so great
- Discounts throughout the travel industry on hotels, car rentals, cruises, and vacation packages
- Discounts on cell phone plans, movie tickets, restaurants, luggage, and over 2,000 other vendors
- Enjoy a ‘Dress for your Day’ business casual environment
- Flexible work schedules that support work/life balance
- Total Rewards program including a competitive base salary, short-term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time, and medical/dental/vision insurance that begins the 1st of the month following your hire date.
- The HOPE League, Frontier Airlines’ non-profit organization, is dedicated to providing employees with financial assistance during catastrophic hardship
