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

Southwest firmly believes that our People are our greatest asset, and Leaders within the Company support our People by ensuring all have equal opportunity for learning and personal growth. The VP Customer CARE will provide strategic Leadership through overseeing all aspects of customer support, service operations, disruption management, and experience enhancements to drive performance, efficiency, and innovation across the organization’s functions. This role will enhance our staffing model, advance our intra-day staffing progress, and streamline all aspects of Customer CARE’s operational analytics. They’ll also leverage insights and experience to deliver on Southwest initiatives to achieve strategic objectives while ensuring readiness and support for our Employees. The VP Customer CARE is passionate about connecting with and developing our People to best serve our Customers, and they are excited to embrace innovation and continuous improvement in this important and impactful space. 

Additional details: 

The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX headquarters facility during business hours.    

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.  

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

Develop and implement a comprehensive strategy aligned with the company’s mission, vision, and business goals through multiple channels of service to include email, social, phone, chat and AI

Establish and monitor key performance indicators (KPIs) to measure customer satisfaction, response times, resolution rates, and overall team performance

Develop and manage the Department’s budget, ensuring cost-effective operations without compromising quality

Collaborate with Travel product, Southwest Business, Customer Experience, Marketing, and other departments to deliver a seamless and cohesive customer experience

Represent the Company at major industry, community, and government functions

Negotiate and amend the agreements between Company and the Union to ensure a work environment that’s efficient, productive and conducive to the Southwest Airlines Culture

Conduct Frontline Employee meetings as well as Leader meetings in to stay abreast of Departmental efficiency along with concerns and issues

Lead response efforts during escalations, service disruptions, or crises to include ensuring timely and effective resolutions

Evaluate and adjust as needed the Departmental structure with emphasis on efficiency, inclusive of both Internal and External Customer needs

Evaluates and determine personnel and resources necessary to ensure the expected level of Customer CARE

May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

Expert knowledge of business processes and operational policies and procedures

Skilled in communication, both oral and written, with the ability to communicate large and complex issues in a structured and concise manner

Ability to have a strong drive for results, the ability to bring others along and consistently produce top tier results

Ability to strategically plan and think critically

Ability to be influential and have experience leading change and leading initiatives cross-functionally

Ability to gain commitment to shared goals with peers, Team, and departments

Skilled in growing direct reports and establishing and maintaining effective working relationships across the organization in order to influence business decisions

Ability to properly manage highly sensitive and confidential information effectively

Ability to assume high level responsibility and demonstrate sound judgement

Education

Required: High School Diploma or GED

Preferred: Bachelor's Degree

Experience

Demonstrated experience leading multiple teams or functions through subordinate Leaders

Advanced level Business Acumen in functional area with understanding of broad business impacts

Expansive and far-reaching knowledge in:

Union negotiations

Strategy and customer support and delivery functions

Preferred: Contact Center Transformation experience

Licensing/Certification

N/A

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

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 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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