Manager, CX Data & Analytics - Remote

Key Job Details:

• Start Date: Immediate openings available
• Company: Workwarp
• Location: Remote
• Position: Manager, CX Data & Analytics - Remote
• Compensation: a competitive salary

 

 

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 - it’s 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 For Low 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 - we’re 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 Perks At Frontier, we like to think we’re creating something very special for our team members. Work is why we’re 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 Are Frontier 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 350 daily flights. Headquartered in Denver, Frontier’s hard-working aviation professionals pride themselves in delivering the company’s signature Low Fares Done Right service to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administration’s 2018 Diamond Award for maintenance excellence and was recently named the industry’s most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies. What Will You Be Doing? The Manager, CX Data & Analytics leads the team that designs, builds, and utilizes data in the Customer Care analytics environment to maximize business impact through reporting, data visualization, dashboarding, insights, and analyses. The manager will be an essential partner with both technology and business teams to ensure raw data is transformed into meaningful and actionable business insights for decision making and strategic planning. The manager is comfortable in navigating data, but is also customer-focused, and can tie their analysis back to the human story behind the numbers. Our working teams will look to you for standard reporting measuring performance and effectiveness of the people, processes, and technologies they manage while our leaders will look to you to perform ad hoc analyses and customize and deliver related insights to senior leadership and other partners. Essential Functions

• Ability to tell a concise and impactful narrative of your findings. Display data visually, creating compelling presentations which demonstrate the value of analytic deliverables to stakeholders
• Assist in development of Frontier’s BI strategy surrounding customer care and surveying and liaison with Frontier’s IT team to design, develop, and implement related BI tools
• Build actionable reporting used by departments across the company
• Clearly communicate the actionable business implications of complex quantitative analyses to senior management
• Conduct ad-hoc projects, reports and analyses as determined by management
• Create visualizations and dashboards to illustrate key trends and KPIs
• Create visualizations that convey insights that are outcome-based and actionable
• Create visually stunning and salient reports using tools such as Power BI (additional tools a significant plus)
• Demonstrate proficiency across a range of technologies related to the integration, visualization, and analysis of large and complex data sets
• Demonstrates an ability to think outside the box and take initiative upon themselves to solve problems as they arise
• Develop and implement quality controls and departmental standards to ensure quality standards, organizational expectations, and regulatory requirements
• Develop and support a culture of curiosity and innovation, leveraging data to uncover useful insights and identify new opportunities
• Effective storyteller with the ability to deliver insights in a succinct and thoughtful manner to all audiences and influence leaders toward better outcomes
• Flexible in both thinking and working: when the current path is blocked, you find a way through or around it
• Lead the analytic team to increase and enhance the use of advanced modeling and analytic methods and produce results that fully leverage available data and analytics.
• Oversee the design and delivery of reports and insights that analyze business functions and key operations and performance metrics
• Perform ad-hoc data discovery using tools such as Power BI, SQL, or Excel
• Responsible for the end-to-end ownership of the CX data & analytics team, including delivery of high-quality data and reporting solutions, aligning to overall strategy, promoting best practices and mentoring and developing your team
• Transform data into actionable insights and recommendations. This includes processing, cleansing, and verifying the integrity of data used for analysis. Promote data democratization and self-service
• Utilize database access or analytics programing to access, analyze, and interpret disparate data sources and relevant databases utilized by Frontier
• Utilize third party data platforms and portals from Frontier’s partners to access, combine and analyze partner data in conjunction with Frontier’s internal data sources

Other Functions

• Proven people management and development skills, adept at providing frequent and valuable performance feedback to develop and build employees
• Successful track record working with remote team members
• Thrives under pressure, balancing multiple workstreams and priorities
• Trust based, strong relationship builder with internal and external partners

Qualifications

• Bachelor's Degree in Analytics, Applied Mathematics, Business, Computer Science, Economics, Engineering, Information Systems, Math, Science, or Statistics or related field, or equivalent formal training
• Master’s degree in Computer Science, Data Science, Business Analytics, Statistics or other analytically focused programs preferred
• 3+ years proven managerial or supervisory experience with excellent coaching and mentoring skills
• 5+ years’ experience in visualization and presentation experience preferred
• 5+ years of experience in customer analytics, customer insights, contact center analytics, and/or finance
• Airline experience preferred
• Data science certification preferred

Knowledge, Skills And Abilities

• Ability to efficiently summarize and report on business process effectiveness and roadmap progress as well as analytic approaches and present insights and actions to upper management
• Attention to detail to ensure the highest level of quality/rigor in solutions
• Comfortable working self-sufficiently to creatively solve analytical challenges with limited data and imminent deadlines
• Demonstrated ability to use various big data analysis tools to extract, analyze and present large data sets with actionable insights
• Demonstrated analytical skills, including the ability to assemble information, extract pertinent facts, draw logical conclusions, and present recommendations.
• Excellent analytical and quantitative skills
• Excellent communication and interpersonal skills
• Familiarity with Data Visualization best practices
• Inductive and deductive reasoning and problem-solving approaches
• Mastery of Excel and SQL, experience with Python/R (or similar)
• Natural curiosity and the ability to navigate the unknown
• Possess the ability to identify, analyze, and resolve problems logically and systematically
• Proficient building visualizations through reporting software, such as Tableau, Power BI, or similar
• Solicits different points of view and leverages diverse perspectives
• Translates objectives into well-defined strategies, plans, priorities, and assignments for functional area

Equipment Operated Standard office equipment, including PC, copier, fax machine, printer Work Environment / Remote Work Options

• This role can be based at our headquarters in Denver, CO or anywhere in the United States via a remote work arrangement (periodic travel to Denver from a Frontier-serviced city required)
• If remote, you must be able to follow our remote work policies, including ability and comfort level working from home with access to a high-speed internet connection
• If headquarters-based, typical office environment, adequately heated and cooled

Physical Effort Generally, not required. Supervision Received General Direction: The incumbent normally receives little instruction on day-to-day work and receives general instructions on new assignments. Positions Supervised 1 Analyst and 1 Sr Analyst Salary Range $84,280.00 - $105,350.00 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. Apply Job!

 

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