Manager – Training & Knowledge Management

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Take charge of training, readiness, communication, and Knowledge Base strategies across all Customer Care channels and BPO partner operations.

• Design and oversee training programs, certifications, onboarding standards, continuing education, and readiness resources.

• Ensure the accuracy, timeliness, usability, standards, and updates of Knowledge Base content.

• Direct policy implementations, process modifications, operational communications, and frontline readiness strategies.

• Synchronize training, Knowledge Base content, quality standards, operational execution, and customer experience objectives.

• Detect training and knowledge deficiencies by analyzing QA results, complaints, escalation patterns, CSAT drivers, performance metrics, and operational insights.

• Collaborate with Operations, Quality, Digital, Customer Experience, Airport Operations, specialty departments, process owners, and vendor training teams.

• Set vendor training governance standards, evaluate effectiveness, conduct audits, and ensure consistent delivery across outsourced sites.

• Convert intricate policy, process, and product changes into training resources, job aids, quick reference guides, readiness toolkits, and agent communications.

• Assist with special projects, customer experience initiatives, operational pilots, and cross-departmental readiness activities.

• Engage in stakeholder meetings, vendor business evaluations, process assessments, and operational strategy sessions.

• Carry out additional responsibilities that support Customer Care Operations.

⛳️ Requirements

• A Bachelor’s degree in Business, Communications, Education, Organizational Development, Training, or a related field is required; equivalent relevant experience may also be accepted.

• A minimum of five years of experience in contact center operations, learning and development, training leadership, instructional design, knowledge management, vendor operations, or customer service operations is required.

• Preferably experienced in airline, travel, hospitality, customer service, or outsourced contact center environments.

• Experience in supporting large-scale BPO operations, multi-site vendor teams, or global contact center partners is preferred.

• Familiarity with Learning Management Systems, knowledge management platforms, Microsoft 365 tools, reporting dashboards, and content authoring tools is preferred.

• Strong understanding of adult learning principles, instructional design practices, curriculum development, training delivery, and learning effectiveness evaluation.

• Knowledgeable in contact center operations, BPO vendor management, customer experience factors, quality programs, escalation management, complaint analysis, and frontline support.

• Capable of creating scalable training programs, governance frameworks, communication structures, and knowledge management processes across various vendors and channels.

• Proficient in analyzing QA data, complaints, CSAT results, operational performance, and knowledge utilization metrics.

• Excellent written and verbal communication skills for translating complex operational changes into clear, agent-friendly materials.

• Strong skills in stakeholder management, cross-functional influence, change management, project management, and continuous improvement.

• Able to juggle multiple priorities, meet deadlines, and ensure readiness among internal teams and external vendor partners.

• Prospective DOT safety-sensitive employees will be subject to pre-employment drug testing.

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

• 401(k) retirement savings plans.

• Paid holidays, vacation, and sick leave.

• Travel benefits on Frontier Airlines and participating partner airlines.

• Buddy passes.

• Discounts related to travel and on select products, services, and vendors for employees.

• Options for remote work arrangements.

• Employee support programs and resources, including the HOPE League.

• Business casual dress options for eligible corporate and support positions.