Department:

Our 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:

Job Summary

Responsibilities

• Leverage Journey performance, industry and competitive trends and Southwest CX Strategy and aspirations to identify new opportunities that drive significant improvement to Southwests Customer Experience
• Recommend plans to improve current initiatives and monitor implementation progress
• Partner and work effectively with all levels of management to develop and implement Company plans
• Assist the Team with bridging business objectives to Customer and data insights
• Serve as main point of contact for Operations, Marketing, Technology and other Teams for the purpose of ensuring alignment and roadmap integration
• Provide thought Leadership to continue refining and optimizing Teams processes to improve effectiveness (business case playbooks, etc.)
• 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 principles and processes for providing Customer and personal services, including Customer needs assessment, meeting quality standards for services, and evaluation of Customer Satisfaction
• Knowledge of principles and methods for showing, promoting, and selling products or services, including marketing strategy and tactics, product demonstration, sales techniques, and sales control systems
• Knowledge of principles and methods for moving people or goods by air, rail, sea, or road, including the relative costs and benefits
• Skilled in identifying complex problems, reviewing related information to develop, evaluating options, and implementing solutions
• Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Skilled in understanding the relative costs and benefits of potential actions and choosing the most appropriate one
• Ability to combine pieces of information to form general rules or conclusions, including finding a relationship among seemingly unrelated events
• Ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem

• Education
  • Required: High School Diploma or GED
• Experience
  • Expert level experience, expansive and far-reaching knowledge in:
    • Marketing, Operations, Customer Experience, or Technology
    • Building business cases and strategic plans
  • Preferred: Contact Center experience
  • Preferred: Experience with Salesforce
• Licensing/Certification
  • Required: Must possess a current, valid drivers license issued in the United States
  • Required: A valid passport allowing travel across US borders
• Physical Abilities
  • Ability to perform work duties from [limited space work station/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 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
  • Air travel with frequent overnight stays required

Pay & Benefits:

Competitive market salary from $118,600 per year to $131,800 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)

• Southwest will help fund your 401(k) retirement savings with Company contributions up to 9.3% of your eligible earnings**

• Potential for annual ProfitSharing contribution in the Southwest Retirement

Savings Plan- when Southwest profits, you profit***

• Competitive health insurance for you and your eligible dependents (including

pets)

• Southwest offers health plan coverage options that start from the very first day of employment. You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment.

• Explore more Benefits you’ll love: https://careers.southwestair.com/benefits

*Pay amount does not guarantee employment for any particular period of time.

**401(k) match contributions are subject to Retirement Savings Plan vesting schedule and applicable IRS limits

***ProfitSharing contributions are subject to Retirement Savings Plan vesting schedule and are made at the discretion of the Company.

Southwest Airlines is an Equal Opportunity Employer.
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