• Job Description

  Req#: R-2024-43540

  Department:

  Customer Experience & Digital

  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

  All of Southwest’s People come together to deliver on our Purpose; Connecting People to what’s important in their lives through friendly, reliable, and low-cost air travel. The Senior Digital Product Owner supports a mission for Service Modernization on the Digital Travel Ready Team, where they provide digital features and Customer communications to allow the Customers to confidently manage their day of travel. This role specifically manages a Team that builds new digital self-service features for the Customers and interacts with various Technology teams, Ground Ops, and Customer Experience to name a few. The Senior Digital Product Owner is a strategic thinker who is ready to drive the future of Southwest’s Revenue Management.

  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. 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.

  Responsibilities:

  • Develop and optimize digital product from the Customer’s point of view, being empathetic to the Customer’s needs
  • Plan for strategic design and development projects, serving as a liaison between business, cross-enterprise stakeholders, and technology to ensure delivery on time and within the budget of assigned projects
  • Design experiences with digital excellence leveraging our design system, user research, rollout testing approaches (A/B & multivariate), and best practices in search engine optimization, accessibility, and analytics
  • Orchestrate an analytics-based hypothesis for problem-solving with a success plan that supports the overarching Southwest strategy
  • Participate in or facilitate design sprints with the pod and appropriate stakeholders to provide data-driven, collaborative solutions for product backlog
  • Participate in or drive Technology agile sprints or larger project initiatives with pod Members to facilitate the development of solutions, providing requirements, testing, and other sprint needs
  • Provide communications, documentation, product insights, and training for Customer-facing teams utilizing data and Customer insights tools in providing a self-service optimization roadmap and improvements to the Customer Experience
  • Work with leader to align on overall priorities, and own prioritization for optimization with appropriate inputs from team and stakeholders
  • Stay informed about current initiatives within product area or projects that will impact the product area
  • May perform other job duties as directed by Employee's Leaders

  Knowledge, Skills, and Abilities

  • Intermediate knowledge of marketing business analysis, design thinking, and continuous improvement
  • Intermediate knowledge of design sprints and/or design thinking
  • Intermediate knowledge of agile software development principles
  • Ability to work effectively in a strong Customer service/team-oriented environment
  • Ability to research, create, and document requirements, processes, and with help, technical specifications
  • Ability to show initiative by anticipating risks, issues, and opportunities, and escalating them accordingly
  • Ability to multi-task across projects ranging in scope and complexity while effectively managing dependencies, timelines, and communication across cross-functional teams
  • Extensive knowledge and experience in digital technology solutions, including iOS, Android, Web, and responsive mobile web
  • Strong understanding of UI/UX design tools (Figma), design thinking, design sprints, and UX research methodologies
  • Strong understanding of product analytics solutions and how to capture analytics needs in requirements

  Education

  • Required: High School Diploma or GED

  Experience

  • Advanced level experience, seasoned and specialized knowledge in:

    • Marketing

  • Preferred: Experience implementing and improving processes that allow the team to work more efficiently

  • Preferred: E xperience using Jira to track and manage work, manage backlog, develop timelines, release plans, etc. alongside cross-functional teams

  • Preferred: Experience documenting requirements, authoring user stories and acceptance criteria; bonus points if they have experience using Figma to translate business and technical requirements to development teams in Jira

  • Preferred: Experience driving product features from concept to release to steady-state

  • Preferred: Proficient with Microsoft – Office, SharePoint, Teams, etc.

  • Preferred: E xperience with the Atlassian Suite, specifically Jira (Jira Align nice to have) and confluence

  • Preferred: E xperience working in an agile environment with strong understanding of agile software development principles; experience with scaled agile preferred

  Licensing/Certification

  • N/A

  Physical Abilities

  • Ability to perform work duties from a limited space work station/desk/office area for extended periods of time or a virtual space when needed.

  • 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

  Pay & Benefits:

  Competitive market salary from $119,000-$132,000* 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 Profit-sharing contribution toward retirement - when Southwest profits, you profit**
  • 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 the plan’s vesting schedule and applicable IRS limits

  ***Profit-sharing 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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• About the company

  Southwest Airlines Co., typically referred to as Southwest, is one of the major airlines of the United States and the world's largest low-cost carrier.

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