Supervisor Network Operations Control; NOC Customer Planning

Supervisor NOC Customer Planning

Provide leadership and oversight to the NOC Customer Planning (NCP) Team, ensuring compliance with the IAM Collective Bargaining Agreement (CBA) while building, growing, and developing Team Members. Serve as the primary liaison on the NOC bridge during irregular operations, coordinating with key stakeholders to support customer recovery efforts and operational decision-making. Act as a subject matter expert in customer reaccommodation strategies, partnering with operational and technology teams to minimize disruption and enhance the Customer experience.

The Supervisor NOC Customer Planning brings strong communication, leadership, and problem-solving skills to support operational recovery, enhance the Customer experience, and drive effective outcomes during complex disruption.

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.

We're committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics.

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

• Lead and oversee the NCP team by managing, developing, and guiding personnel to support the achievement of Customer Operations goals and objectives, while driving engagement, performance, and alignment with the broader Customer Mission.
• Collaborate with Revenue Management on current day and future Lid adjustments
• Provide continuous coaching to improve Team Member, Peer performance and business knowledge
• Develop and execute strategies and processes to improve performance and the value of products and services provided
• Evaluate Customer impact for offline diversions are managed accordingly
• Analyze Customers resolution during IROP, work with codeshare partners to ensure a seamless Customer Service experience for Southwest Airlines' Customers
• Advise Network Dispatch Superintendents and NOC Leadership of operational impacts on Customers during IROP events
• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills, and Abilities

• Knowledge of principles and processes for providing operational Customer service
• Skilled in problem-solving, interpersonal, strategic, decision-making, and time management
• Skilled in collecting and analyzing complex problems and reviewing related information to develop and evaluate options and implement solutions
• Ability to direct and organize programs and activities
• Ability to work within union constraints
• Ability to oversee Employees working under a collective bargaining agreement
• Ability to identify the right people for the job and provides on-going coaching to ensure strong Teams
• Ability to think strategically and understand the relationship between current actions and future consequences
• Ability to manage sensitive situations while maintaining confidentiality
• Ability to work within regulatory constraints and tight deadlines
• Ability to work extended hours and varying shifts including nights and weekends based on schedule and operational needs

Education

• Required:
  
  High School Diploma or GED

Experience

• Fully functioning, broad knowledge in:
• Airport Customer Service and managing irregular operations
• NOC operational systems
• NOC Customer Planning
• Preferred leadership experience under the IAM contract
• Preferred experience in presenting and updating to Executive Leadership
• Preferred experience in Project Management life cycle
• Preferred experience in analyzing operational data
• Preferred experience in workforce management and scheduling
• Preferred experience in union contract administration
• Preferred experience in facilitating training in a classroom environment

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 authorization to work in the…