Job Description 

Responsibilities

This role will develop, enhance and maintain channel communications and knowledge resources for the Guest Care Training team. The position will also create effective communications strategies with stakeholders to align the guest experience across guest-communication channels and teams (Voice, Digital, Reservations, Guest Relations, Digital, DOT, Disabilities and Refunds).

• Serves as the Guest Care point of contact to create and disseminate communications plans, briefings, email templates, knowledge articles, and other written channel communications and documents.
• Leads conversations with business owners, Subject Matter Experts (SMEs), and other key Omni Channel stakeholders to document system, process, and policy updates for internal and external content development i.e. training materials, knowledge articles, and channel communications.
• Sends mass communications related to Guest Care contact center teams (Reservations, Guest Relations, Digital, DOT, Disabilities and Refunds) to ensure message consistency and compliance.
• Responds to knowledge article feedback and works with SMEs to close process gaps and creates/updates appropriate articles.
• Assists the Learning and Development team as needed with training and content development for new products, policies, processes, and system changes.
• Routinely audits and updates channel communications and internal and external knowledge articles.
• Writes and updates content for external FAQs on the company website.
• Collaborates with the Brand team to ensure brand integrity in communications materials. 
• Assesses knowledge management systems and proposes changes or new systems.
• Assist with management and improvement of knowledge management systems and standards.

Qualifications

• Bachelor’s degree or equivalent experience in Communications, Business, Organization Management, Instructional Design, and or related field
• 3-5 years experience in Communications, Business, Organizational Management, Instructional Design, and or related field
• Demonstrates expertise/finesse in written communication.
• Highly skilled in process analysis and ability to synthesize concepts for end-user use.
• Microsoft Office: Moderate to expert skill level in Excel, Word, and PowerPoint.
• Moderate to expert skill in Articulate, Canva or other digital designing software.
• Experience and knowledge in digital copy-writing, technical writing, persuasive writing, proofreading and editing, with great attention to detail.
• Must be willing to work non-traditional business hours from time to time as the job requirements dictate.
• Presentations Skills
• Knowledge of Department of Transportation rules and regulations preferred.
• Planning/Organizational Skills
• Exercises controls to ensure the applicability of the organization’s policies and procedures.
• Takes responsibility for work products and results.
• Monitors feedback and takes corrective action when necessary.
• Customer Focused: Dedicated to meeting customers’ expectations and needs without adding costs and complexity.
• Through effective coaching helps customers self-discover learning needs.
• Obtains first-hand customer information and uses it to improve policies and procedures.
• Acts decisively on own authority when timely action is needed, even in uncertain situations.
• Gathers relevant data to analyze problems and issues.
• Domestic and International travel approximately 25% of time.
• Exerts up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. involves sitting most of the time but may involve walking or standing for brief periods of time.

Overview

At Spirit, we live “More Fly.” It’s not just about getting from point A to B—it’s about feeling fly while you’re at it. For our Team Members, it means thinking BIG, taking action, making connections, and having a blast while doing it. From the station to the cockpit, the cabin to the computer, every day is an adventure as we redefine travel.

Soar with us and enjoy travel perks that bring you closer to what matters. Join a team that empowers you to bring your full self to work, grow personally and professionally, and fuel the communities we serve. At Spirit Airlines, the sky isn’t the limit—it’s just the beginning!

EEOC Statement

Spirit Airlines is an Equal Employment Opportunity employer.  All aspects of employment are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other category protected by federal, state, or local law.