Sr Manager CARE Vendor Strategy

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:

As Sr Manager of Customer CARE Vendor Strategy, you’ll lead the strategy and high-level relationships for the external partners that support Southwest’s Customer CARE organization. You’ll oversee the full vendor lifecycle, from sourcing assessments, business cases, and delivery-location recommendations through implementation, governance, and ongoing performance management. With ownership of the vendor portfolio’s financial performance, you’ll partner across CARE Operations, Supply Chain, Legal, Finance, Technology, and vendor leadership to structure relationships that balance cost, service, risk, continuity, and future business needs. You’ll set clear expectations, strengthen accountability, and ensure vendor capabilities and service reflect Southwest’s values and brand. Through strategic leadership, financial discipline, and strong partnerships, you’ll help build a resilient vendor portfolio that delivers seamless experiences for internal Teams and Customers while supporting the continued growth and success of Customer CARE.

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 Department vendor strategy across the vendor lifecycle, including sourcing assessments, business case development, delivery-location strategy, implementation, governance, and performance management
• Partner with Operations Leaders to evaluate functions and processes for outsourced delivery, identify capabilities that should remain internal, and develop recommendations that balance cost, service, risk, continuity, and business needs
• Develop and evaluate business cases, pricing models, and fully loaded cost models to support sourcing recommendations, contract decisions, transition investments, expected benefits, and timing
• Lead development of business requirements and commercial terms that support vendor agreements, including Master Services Agreements, Statements of Work, rate cards, amendments, service levels, performance requirements, and remedies
• Lead new vendor implementations from contract execution through stable operations by coordinating plans, milestones, dependencies, readiness reviews, risks, decisions, and issue resolution across internal and vendor Teams
• Establish and maintain vendor performance measures, scorecards, governance routines, business reviews, corrective actions, and escalation processes to support accountability and operational performance
• Manage the vendor portfolio view, including spend, capabilities, locations, performance, concentration risk, compliance requirements, audit rights, renewals, amendments, expiration dates, and recommendations to expand, consolidate, replace, or insource work
• Provide leadership and direction to direct reports by establishing priorities, clarifying expectations, coaching performance, and developing capabilities that support vendor strategy and Department objectives
• Monitor industry, labor market, delivery-location, technology, and supplier trends to identify opportunities and risks and incorporate relevant insights into vendor portfolio recommendations
• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

• Knowledge of outsourced service delivery, vendor lifecycle management, vendor governance, and performance management practices.
• Knowledge of Master Services Agreements, Statements of Work, service levels, performance requirements, remedies, compliance requirements, audit rights, renewals, amendments, and related contractual commitments.
• Skilled in developing and evaluating vendor pricing models, fully loaded cost models, business cases, total cost of ownership, gain-share structures, and financial recommendations.
• Skilled in leading vendor implementations, readiness reviews, risk mitigation, operating model decisions, and cross-functional execution from contract execution through stable operations.
• Skilled in building relationships, influencing decisions, communicating recommendations, and partnering across Operations, Supply Chain, Legal, Finance, Technology, and vendor leadership.
• Ability to lead, coach, develop, and engage direct reports while setting expectations, supporting performance, and creating accountability for Team and business results.
• Ability to assess sourcing, delivery-location, labor market, site capability, concentration, continuity, and operational risks across onshore, nearshore, and offshore vendor environments.
• Ability to translate complex operational, financial, contractual, and risk information into clear recommendations, decisions, and implementation plans for Leaders and cross-functional partners.
• Ability to manage multiple strategic initiatives, prioritize competing demands, and drive timely decisions and execution in a complex operating environment.

Education

• High School Diploma or GED required

Experience

• Demonstrated experience in directly or indirectly leading Team(s)
• Fully functioning, broad knowledge in:
  • Vendor strategy, outsourced service delivery, supplier relationships, and performance governance
  • Vendor agreements, service levels, performance requirements, and commercial terms
  • Vendor pricing, cost modeling, business case development, and total cost of ownership analysis
  • Vendor implementations, operational transitions, readiness, and risk management
  • Contact center operations, workforce management, and/or global vendor delivery models

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
• Must be able to travel up to 25% of the time, including domestic and international travel

Pay & Benefits:

Competitive market salary from $153,000 per year to $170,000 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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