Director - Baggage Infrastructure & Performance

Why Work for Frontier Airlines?At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline - its our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life. Our successful business model allows travelers to take advantage of our fast-growing route network while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need - saving them money along the way.What We Stand ForLow Fares Done Right is our mission and we strive to bring it to life every day. Our ‘Done Right promise means delivering not only affordable prices, but making travel friendly and easy for our customers. To do this, we put a great deal of care into every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and be pioneers - were not afraid to try new things. While our business requires us to fly high in the air, we also consider ourselves down-to-earth in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.Work PerksAt Frontier, we like to think were creating something very special for our team members. Work is why were here, but the perks are nice too: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.We play our part to make a difference. The HOPE League, Frontier Airlines non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship.Who We AreFrontier Airlines is committed to offering ‘Low Fares Done Right to more than 100 destinations and growing in the United States, Canada, Dominican Republic and Mexico on more than 500 daily flights. Headquartered in Denver, Frontiers hard-working aviation professionals pride themselves in delivering the companys signature Low Fares Done Right service to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administrations 2018 Diamond Award for maintenance excellence and was recently named the industrys most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies.Position SummaryThe Director, Baggage Infrastructure & Performance is the enterprise owner of Frontiers end-to-end baggage ecosystem, responsible for driving system reliability, operational performance, customer outcomes, and infrastructure readiness across all airports and business partners. This leader aligns cross-functional stakeholders to ensure baggage operations are resourced, engineered, compliant, and scalable, while reducing mishandled baggage, claims, and service failures.This role blends airport operations leadership, infrastructure governance, and performance management to ensure Frontier delivers consistent baggage outcomes across stations, including high-growth and infrastructure-constrained environments.Reporting Leadership & ScopeReports to: Senior Director, Airport Customer Service (ACS) or VP, ACS (depending on organizational design)Direct leadership: Baggage performance processes, training, policies, procedures. Airports baggage infrastructure. Bag scanning technology and tracking (Frontier baggage scanning product, Net Tracer baggage tracing)Indirect Leadership: Frontier baggage training managers, business partner trainers, baggage service supervisors, baggage service agents, airport baggage infrastructure program personnelCore Accountabilities (What this role owns)Baggage infrastructure readiness and reliabilityStation baggage performance execution (systemwide standards)Business partner compliance and baggage process disciplineData integrity and operational transparencyStrategic improvement roadmap and capital prioritizationCustomer impact reduction, including MBR, claims, and delivery performanceIrregular operations (IROPS) baggage recovery playbooksKey Roles & ResponsibilitiesSystemwide Baggage Performance OwnershipOwn and lead Frontiers baggage performance strategy across all stations.Establish clear operational standards for bag acceptance cutoffs, transfer/make rates, arrival scanning and final-scan compliance, and BSO execution and customer recovery practices.Drive sustained reduction in Mishandled Baggage Ratio (MBR), bag claim rates and reimbursements, misconnections, and bags-on-hand agingInfrastructure Governance (BHS + Facility Interfaces)Serve as Frontiers enterprise leader for baggage infrastructure coordination at airports, including Baggage Handling Systems (BHS), oversize routing, makeup areas, and bag room storage.Lead station-level gap assessments and implement improvement plans addressing capacity shortfalls, mechanical failures, and scan-point compliance issues.Partner with airports to influence preventive maintenance expectations, outage communication protocols, and operational contingency support during failures.Standardization of Baggage Processes (ULCC Discipline)Publish and maintain Frontier baggage operational standards, including unload-sequence procedures, sortation and staging SOPs, claim belt staffing models by arrival bank, and BSO escalation paths.Establish minimum staffing requirements for baggage functions aligned to schedule banks.Implement role-based training and certification standards across business partners.Business Partner Performance & AccountabilityOwn baggage-related business partner performance governance across ground handlers.Ensure contractual service expectations are measurable and enforceable, including staffing readiness, equipment availability, scan compliance, misconnection prevention, and BSO response standards.Lead corrective action plans (CAPs) for underperformance, including milestone tracking and executive reporting.Data Integrity, Scan Compliance, and KPI ControlsEnsure operational performance is transparent and auditable by enforcing required scan points and accurate bag status updates in systems of record.Develop dashboard visibility for MBR, late deliveries, on-hand aging, inventory accuracy, and baggage record integrity.IROPS and Disruption Recovery LeadershipOwn baggage recovery playbooks for diversions, misconnections, overnight cancellations, system outages, and BHS failures.Build rapid response protocols for BSO surge staffing, bag routing and delivery coordination, and customer communication alignment.Budget, Capital Planning, and Business Case DevelopmentBuild annual strategic plans for baggage performance improvement.Develop business cases for belt fixes, equipment procurement, and technology enablement (scanners, mobile devices, and tracking capability).Align initiatives to ULCC cost discipline by reducing rework and overtime, eliminating repeat failure points, and optimizing staffing without sacrificing reliability.Stakeholder Leadership & Executive CommunicationProvide executive-level reporting to airport leadership, network and commercial partners, and finance/risk stakeholders.Lead recurring enterprise governance calls covering top failing stations, BHS/airport issues, business partner non-compliance, and IROPS readiness.Success Metric (KPIs)Mishandled Baggage Ratio (MBR), systemwide and by stationBags On Hand (OHD) volume and agingClaim rate reduction and reimbursement cost improvementScan compliance rates by station and business partnerFlight closure compliance impacting baggage record integrityIROPS baggage recovery time and backlog clearance performanceBusiness partner performance scorecards and corrective action closure ratesCustomer complaint trends related to baggageRequired QualificationsBachelors degree required or equivalent work experience10-15+ years of airline, ground handling, or airport operations leadership experience with deep baggage exposureMust have extensive experience operating, managing and delivering results in a fully outsourced business partner environmentProven leadership in multi-station, multi-business partner environmentsStrong performance management discipline using measurable KPIsExperience leading cross-functional teams (Airports, Business Partners, IT, Finance, and SOC)Demonstrated ability to operate in high-growth, infrastructure-constrained environmentsPreferred QualificationsULCC or LCC operational leadership experienceExperience with BHS constraints and airport authority coordinationBusiness partner contract performance oversight and enforcement experienceStrong understanding of baggage tracing, scan compliance, and operational audit controlsKnowledge, Skills and AbilitiesMust be highly skilled in above- and below-wing airport operations best practicesMust 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 flexiblyMust be self-motivated, a good listener, innovative and a teacherCurrent knowledge of the Frontier fleetAbility to effectively manage multiple, concurrent projects and prioritiesAbility to demonstrate superior instructional and facilitation skillsSkill in interpersonal communications, leadership, delegation, collaboration, critical-thinking and problem solvingKnowledge and understanding of Federal Aviation Administration Regulations, Transportation Security Administration, Department of Transportation, Americans With Disabilities Act, as well as any other regulatory entities TravelFrequent (up to 75%)Equipment OperatedStandard office equipment, including PC, copier, fax machine, printerWork EnvironmentTypical office environment, adequately heated and cooledPhysical EffortPosition requires strenuous physical work. Heavy lifting, pushing or pulling of objects up to 100 pounds occasionally and/or up to 50 pounds frequently.Supervision ReceivedConsiderable Latitude: The incumbent establishes methods and procedures for attaining specific goals and objectives, and receives guidance in terms of broad goals. Only the final results of work are typically reviewed.Positions Directly SupervisedNoneSalary Range: $110,114 - $146,157 - DOE . Please note , this posting will close on or before 2/27/2026.Workplace PoliciesDisclaimer: 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.Frontier Airlines, Inc. is an equal opportunity employer and, as such, is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.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.Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Created: 2026-02-11