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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
