Director, ECommerce & Digital Products

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.

What Will You Be Doing?

The Director of e-Commerce & Digital Product is responsible for delivering a best-in-class customer experience that supports Frontier’s ambitious growth plans. This role will set a vision for our e-commerce platform and optimize all customer pathways to reduce friction, while simultaneously inspiring and delighting our customers. This is a highly visible and cross-functional role and requiring close executive leadership alignment to deliver on effective business objectives. The role will own a roadmap and continuously prioritize and execute against the highest impact work in partnership with the business, IT, and airline operations teams.

Essential Functions

• Build and own the overall end-to-end digital product roadmap.
• Lead digital product strategy, optimization, customer experience, eCommerce operations and product ownership across web, mobile, email, and kiosk channels.
• The role will maintain a cohesive view of the customer journey by managing the strategic planning and project design, and champion a comprehensive testing, personalization and optimization plan. As a brand champion, this role will seek innovative ways to continually improve the portfolio by successfully partnering with internal and external resources including BI, IT, internal and external stakeholders, and communicate the strategic plan and goals to marketing leadership and the broader organization.
• Create conversion focused user experience enhancements to maximize revenue goals.
• Lead product ownership team, strategies, and prioritization for website, mobile app, kiosk and email.
• Develop digital strategies to support loyalty programs towards increasing customer lifetime value, driving sales, and loyalty product adoptions.
• Meet with top-level executives and department heads to discuss potential plans and initiatives to implement, as well as sheading prioritization of efforts.
• Proactively works to Identify and remove obstacles to meet project deadlines and goals.
• Develop and implement strategies to improve user experience and facilitate self service and transparency to customers.
• Conduct research, user testing, and corresponding data analysis to drive optimization and merchandising decisions.
• Bring new commercial products and merchandizing to life through effective customer experiences.
• Build an omni-channel customer experience.
• Develop and implement strategies ways to increase customer satisfaction and build brand loyalty.
• Identify problem areas within the customer journey and find solutions for them.
• Network with company stakeholders and business leaders to develop better strategies for customer experiences.
• Collect and analyze data to make well-informed business decisions.
• Act as the Liaison and main point of contact between Commercial and IT leadership including the CIO, Web Development, QA, Business Intelligence, Configuration, and Project Management Organization
• Demonstrate, and develop in staff, expert level competence in key areas, including Business Analysts, Product Owners, Coordinators, and UX Designers that ensures best in class experiences.
• Closely align with digital marketing channel owners to ensure they are optimized for traffic from earned, owned, paid media and loyalty products.
• Oversee vendor relationships including contract negotiations and coordinating legal and finance approvals
• Work with IT and outside vendors to ensure data integrity and that proper coding/tagging is implemented across all digital marketing channels for accurate tracking and attribution.
• Develop KPIs for success of the website, mobile app and all other digital touchpoints.
• Provide thought leadership on the complete customer lifecycle and align measurement plans to the associated strategies.
• Design and execute A/B, multivariate, and personalization experiments to enhance the user experience and drive incremental revenue through all digital channels.
• Serve as the in-house expert in strategy and execution of our organic search program.
• Acts as the company’s thought leader for digital strategies and strives to keep informed of the latest e-commerce and technology trends that support innovation needed to achieve stated goals for all digital channels.

Other Functions

• Other duties as assigned

Qualifications

• Bachelor’s degree in Marketing, Commerce, Information Technology; combination of relevant education and experience considered in lieu of degree requirement
• 10+ years of e-commerce experience
• Minimum 6-8 yrs. of management experience
• Proven leadership and oversight of large e-commerce website/s and projects (Both in revenue and high-volume traffic)
• Extreme focus on customer experiences
• Navitaire PSS experience preferred
• Vendor management experience required
• Google Tag Manager or similar experience required
• Google Analytics Certification required
• PMI-ACP Certified (Agile Certified Practitioner) preferred

Knowledge, Skills and Abilities

• Expert understanding of web development, mobile, search and data-led marketing
• Superior technical acumen and a desire to learn the nuances of Frontier Airlines, Navitaire, and the industry as a whole
• Familiar with Qubit or similar testing software
• Knowledge of the Agile software development methodology
• Influential, ability to gain consensus and effectively interface with key stakeholders
• Data hungry, curiosity, ability to run scientific experiments and draw insights from data
• Resourcefulness, ability to connect people and stimulate discussion
• Funnel understanding, knowledge of content for each funnel stage, basic sales skills
• Understanding of general code workflows and tag management

Equipment Operated

Standard office equipment, including PC, copier, fax machine, printer

Work Environment

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

Product Lead

Coordinator, e-commerce

Range: $141,900.00 - $177,375.00

Diversity and Drug-Free 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.

COVID Vaccination Policy for New Hires

Where permitted by applicable law, all candidates must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based jobs, if not already employed by Frontier Airlines. Proof of vaccination will be required at hire.

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.