Senior Manager ) Southwest Airlines, Southwest Airlines Part Time

Job Overview

Southwest Airlines is dedicated to offering employees a strong work environment with equal opportunity for growth and innovation, fostering a culture of inclusion and safety. The Senior Manager, Operational Performance invests in the future of Southwest’s people by overseeing staffing and middle operations associate teams within the Customer Support & Services (CS&S) branch. This function ensures the best staffing, resources, and support to operate efficiently and effectively, collaborating cross‑functionally with diverse groups.

• Act as a resource in developing strategies to manage large‑scale irregular operations by providing tactical guidance, making critical decisions, and on‑site assistance to deliver extraordinary customer service.
• Build and maintain relationships with internal and external customers.
• Power system development within intra‑day staffing feature.
• Focus on continuous improvement through data collection and analysis, identifying trends and issues impacting performance outcomes.
• Monitor key metrics related to approach and service stages and take action as appropriate to ensure a high level of internal and external customer service.
• Oversee development of staffing and call routing tools and techniques.
• Perform special tasks/duties assigned by leaders.
• Strategize solutions to abnormal operations by partnering with multiple departments and conducting risk assessments to identify probable impacts of proposed solutions and mitigate negative outcomes.
• Take an active role in CS&S initiatives and collaborate with peers to identify new projects and lead planning and implementation efforts.
• May carry out additional activity obligations as directed by leaders.
• Model the Southwest way: manual & lead team contributors in using SWA expertise control practices to coach, develop and interact with personnel.
• Adhere to employer values and foster inclusion, recognition, and support for a safe workplace environment.
• Invest in leadership and self‑improvement by participating in continuous learning and development.

• Education:
  
  Bachelor’s degree or GED (or higher).
• U.S. Citizenship or authorization to work in the U.S. No current or future work authorization sponsorship to be provided.
• Minimum age: 18 years.
• Proven experience in a leadership or managerial role (especially in call center mid‑day staffing, team leader, or mid‑level operational support).
• Proficiency in staffing models, call routing structures, spreadsheets, and related tools.
• Ability to analyze complex problems and data to develop and implement solutions.
• Knowledge of business strategy, resource allocation, human resource modeling, operational techniques, and process coordination.
• English communication and interpersonal skills; ability to use a PC and workplace productivity tools with speed and accuracy.
• Professional appearance in line with company standards.
• Ability to meet attendance requirements as described in setup hints.

This is a hybrid role based in Southwest’s campus in Dallas, TX. Employees are expected to work onsite on campus at least three days a week, with the specific days of the week defined by the company.

Competitive market profits ranging from $124,550 to $138,400 annually, based on qualifications and experience. Additional bonus opportunities for eligible leadership and contributor roles may be available.

• Fly for free, including eligible dependents, on any Southwest flight.
• 401(k) with company match up to 9.3% of eligible pay, dollar for dollar.
• Annual profit‑sharing contribution toward retirement.
• Additional benefits available through Southwest’s benefits portal.

Southwest Airlines is an equal opportunity agency. We strive to reflect the communities we serve and welcome applicants with diverse backgrounds and perspectives.