Sr Manager Customer Program & Delivery

Department:
Customer Planning Strategy & Delivery

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:

All of Southwest's People come together to deliver on our Purpose; Connecting People to what's important in their lives through friendly, reliable, and low-cost air travel. The Sr Manager Customer Program and Delivery supports our Purpose by leading an exceptional Team of Program and Project Managers to help deliver some of the most complex and critical programs and projects in the Customer Organization. These efforts help Southwest attract new Customers, grow our Customer base, retain Customers, and support them across their journey. As a Customer-centric organization, this Leader helps our Departments and Teams to deliver effectively and efficiently to support our Customers. This Sr Manager is excited to lead and champion their Team as they continue to help pilot the future of Southwest Airlines.

Additional details:

• The culture of Southwest Airlines means we embrace a flexible workplace and value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. This role is a hybrid position based out of our Corporate Campus in Dallas, TX, which requires Employees to work at a Company facility at least three days a week. The Department designates the specific three days of the week Employees must work on-site.
• 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.

Job Summary

• Lead a Team responsible for all aspects of project management for mostly high complexity, highly cross functional, and high visibility projects over the entire life of the initiative, with both technology and non-technology dependencies in the Customer Organization plan of record. Responsible for understanding complex business objectives and scope and assemble Stakeholders to deliver superior results for their programs & projects on time and on budget.

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

• Guide and lead Team Members using SWA program and project management practices to coach, develop, and engage Program Manager and Project Managers
• Work closely with senior Leaders and provide information in the evaluation of strategic customer experience development opportunities
• Build and maintain cross functional partnerships (i.e., commercial, operations, finance, and technology) to drive change
• Serve as Customer Experience subject matter expert on latest trends, technology and innovations across industry
• Define complex project plans for multiple simultaneous projects or for a single highly complex project including scope, budget and schedule and execute tasks defined in the project to achieve project goals
• Validate and help PMs convert business cases with Customers, as well as develop a project charter
• Support program and project managers to assess project needs and resources to complete projects on time and within budget
• Monitor risks, issues and scope, ensuring appropriate level or priority, visibility and escalation for the marketing and Customer Experience plan of record and Department Projects.
• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, Leadership technique, production methods, and coordination of People and resources
• Knowledge of principles and processes for providing Customer services, including Customer needs assessment, meeting quality standards for services
• Knowledge of principles and methods for program and project management, change management, and risk assessment, budget tracking, and resource allocation
• Skilled in giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Ability to listen to, understand, and communicate ideas presented in writing and/or in speaking with others
• Ability to tell when something is wrong or is likely to go wrong, but does not involve solving the problem, only recognizing there is a problem
• Ability to imagine how something will look after it is moved around or when its parts are moved or rearranged

Education

• Required: High School Diploma or GED

Experience

• Demonstrated experience in directly or indirectly leading team(s)
• Fully functioning, broad knowledge in:
  • Planning, Program Management, Project Management, Customer Experience, Technology, Marketing, or Business
  • Leading and directing Teams on a project basis
  • Managing cross-functional projects or portfolio planning

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 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 $145,000 per year to $160,500 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 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:

*Pay amount does not guarantee employment for any particular period of time.

**401(k) match contributions are subject to Retirement Savings Plan vesting schedule and applicable IRS limits

***ProfitSharing contributions are subject to 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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Job Posting End Date
10/28/2024

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