Job description
Department: Customer Support & ServicesOur Company Promise
We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.
Job Description:
The People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what’s important in their lives through friendly, reliable, and low-cost air travel. The Senior Manager Operational Performance invests in the future of Southwest’s Peopl e by overseeing the Staffing and Center Operations Associate Team s in the Customer Support and Services (CS&S) Department. This role will ensure we have the appropriate staffing , resources, and support to run our operation efficiently and effectively by working cross-functionally with various Teams . This role also engages with Senior Leadership to provide updates and align strategic priorities. The Senior Manager Operational Performance is a strong Leader with a continuous improvement mindset who’s passionate about coaching and developing their Team to drive the future of CS& S at Southwest.
Additional details:
The culture of Southwest Airlines means we embrace a flexible workplace and value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. This role is a hybrid position based out of our Corporate Campus in Dallas, TX, which requires Employees to work onsite on our Corporate Campus at least three days a week. The Department designates the specific three days of the week Employees must work on-site.
U.S. citizenship or current authorization to work in the U.S. is required , and no current or future work authorization sponsorship available.
Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.
Model the Southwest Way
Guide and lead team members using SWA talent management practices to coach, develop and engage employees
Adhere to Company values and competencies to foster a culture of inclusion, recognition, and support of a safe work environment
Invest in leadership and self-growth through participating in continuous learning and development
Responsibilities
Act as a resource in developing strategies to handle large scale irregular operations by providing tactical guidance, making critical decisions, and on-call assistance in order to provide excellent Customer Service and a positive outcome
Build relationships with Internal and External Customers
Drive process improvement within intra-day staffing function
Maintain a focus on Continuous Improvements by collecting and analyzing information, identifying trends and issues impacting performance results
Monitor key metrics related to processes and service levels and takes action as appropriate to ensure the highest level of Internal and External Customer Service
Oversee the development of staffing and call routing tools and techniques
Perform special projects/tasks assigned by Leaders
Strategize solutions to irregular operations by collaborating with various departments and utilizing risk assessment to anticipate future threats of proposed solutions and mitigate the fallout
Take an active role in CS&S projects and collaborate with Peers to identify new initiatives and leads the planning and implementation efforts
May perform other job duties as directed by Employee's Leaders
Knowledge, Skills, and Abilities
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
Knowledge of historical events and their causes, indicators, and effects on civilizations and cultures
Ability to identify complex problems and review related information to develop and evaluate options and implement solutions
Education
Required: High School Diploma or GED
Experience
Demonstrated experience in directly or indirectly leading team(s)
Fully functioning, broad knowledge in:
Roles focused on call center intra-day staffing, workforce management, and/or call center operational support
Workforce management tools, call routing platforms, spreadsheets, etc.
Licensing/Certification
N/A
Physical Abilities
Ability to perform work duties from limited space workstation/desk/office area for extended periods of time
Ability to communicate and interact with others in the English language to meet the demands of the job
Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
Other Qualifications
Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
Must be a U.S. citizen or have the authorization to work in the United States as defined by the Immigration Reform Act of 1986
Must be at least 18 years of age
Must be able to comply with Company attendance standards as described in established guidelines
Pay & Benefits:
Competitive market salary from $124,550 per year to $138,400 per year* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the company.
Benefits you'll love:
- Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
- Up to a 9.3% 401(k) Company match, dollar for dollar, of your eligible pay, per paycheck *
- Potential for annual ProfitSharing contribution toward retirement - when Southwest profits, you profit**
- Explore more Benefits you’ll love: careers.southwestair.com/benefits
- Pay amount does not guarantee employment for any particular period of time.
***ProfitSharing contributions are subject to plan’s vesting schedule and are made at the discretion of the Company.
Southwest Airlines is an Equal Opportunity Employer.
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