Senior Manager CARE Performance & Analytics

Department:

Customer CARE

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:

The Senior Manager CARE Performance & Analytics Leads the CARE Analytics and Reporting Team responsible for reporting, analytics, forecasting, and business intelligence that drive Department performance and transformation. They’ll establish performance frameworks and translate operational and Customer data into actionable insights that improve Customer outcomes, Employee effectiveness, and operational performance. They’ll partner across CARE, Technology, Finance, Customer Experience, Commercial, Operations, and People Teams to measure digital and AI-enabled capabilities and guide priorities and investments. The Senior Manager CARE Performance & Analytics leverages strong Leadership, analytical, and strategic thinking skills to evolve analytics from reporting results to proactively driving business decisions and performance. 

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. 

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 the Team by setting priorities, allocating resources, coaching performance, developing capabilities, and creating accountability for Team and business results
• Establish and maintain performance measurement frameworks, scorecards, dashboards, and reporting that communicate the health and effectiveness of Department operations and transformation initiatives
• Oversee analysis of Customer contacts, service levels, handle time, abandonment, productivity, quality, Customer satisfaction, Employee experience, disruption recovery, and digital servicing to identify trends, risks, root causes, and improvement opportunities
• Lead measurement strategies for AI-enabled and automation capabilities, including implementation progress, adoption, containment, Customer and Employee outcomes, productivity, quality, efficiency, and return on investment
• Direct forecasting and capacity analytics that support workforce planning, disruption readiness, performance commitments, and operational decision-making
• Translate complex operational, Customer, financial, and performance data into clear executive-level dashboards, presentations, narratives, and recommendations that support timely decisions
• Partner across the Department, Technology, Operations, Finance, Customer Experience, Commercial, People, data engineering, and product teams to prioritize analytical needs and improve data quality, accessibility, automation, governance, and reporting capabilities
• Manage a portfolio of analytical initiatives and advise senior Leaders on emerging trends, operational risks, AI and digital servicing opportunities, and actions that improve Customer and business outcomes
• Recruit, coach, develop, and retain Team Members while fostering inclusion, collaboration, innovation, continuous improvement, recognition, and career growth
• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

• Knowledge of Department or contact center operations, Customer service metrics, workforce performance measurement, disruption recovery, and operational analytics
• Knowledge of data governance, relational databases, SQL, cloud-based data environments, enterprise reporting, and business intelligence platforms
• Knowledge of AI, automation, conversational AI, and digital servicing concepts and methods for measuring adoption, effectiveness, quality, and business impact
• Skilled in collecting, organizing, validating, visualizing, and synthesizing data from multiple sources to create meaningful and actionable insights
• Skilled in applying statistical analysis, predictive analytics, forecasting, scenario analysis, and performance measurement to operational and Customer experience challenges
• Skilled in using Tableau, Power BI, Microsoft Excel, Microsoft PowerPoint, SQL, and similar analytics and visualization platforms
• Skilled in translating complex information into clear dashboards, narratives, presentations, and recommendations for senior Leaders and cross-functional partners
• Ability to lead, coach, develop, and engage Team Members while setting expectations, prioritizing work, and creating accountability for results
• Ability to build trusted partnerships, influence decisions, and align stakeholders across multiple departments and organizational levels
• Ability to anticipate changing circumstances, manage competing priorities, and foster an inclusive environment that supports innovation, continuous learning, quality, accuracy, and timely delivery

Education

• High School Diploma or GED required

Experience

• Demonstrated experience in directly or indirectly leading team(s)
• Preferred: Experience in SQL, Tableau, Python, Alteryx, Business objects, and AWS connect

Fully functioning, broad knowledge in:

• Data analytics, business intelligence, performance measurement, and data storytelling
• Customer CARE, contact center, Customer service, workforce performance, or operational analytics
• Forecasting, statistical analysis, disruption or recovery measurement, and executive reporting with the use of Tableau, Power BI, Microsoft Excel, Microsoft PowerPoint, SQL, and/or similar analytics and visualization platforms
• AI-enabled servicing, automation measurement, digital analytics, and cross-functional consultation

Licensing/Certification

• N/A

Physical Abilities

• Ability to perform work duties from a 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 visual acuity and manual dexterity to perform work duties

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 $160,550 per year to $174,000 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 Retirement Savings Plan, which includes a dollar for-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings**

• Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan—when Southwest profits, you profit***

• Competitive health insurance for you and your eligible dependents

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

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

*Pay amount doesn’t guarantee employment for any particular period.

**401(k) Company match contributions are subject to the plan’s vesting schedule. Match contributions may vary based on the position.

*** Profit-sharing contributions are subject to the 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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