Sr. Manager of Vacations Customer Operations

• The Senior Manager of Vacation Customer Operations is responsible for leading the Team that will oversee customer operations, including in-destination service and works closely with other Southwest teams to deliver quality vacation package experience and recovery. This position will be responsible for customer safety, security, and wellbeing, incident and crisis management, customer contact and engagement, and all aspects of operational delivery of the Vacation journey. This role will also work closely with Southwest Customer Service and Support (CS&S) to oversee the Contact Center responsible for bookings, modifications, and satisfaction.
• 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.

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.

• 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

• Oversee Vacations Customer Operations team responsible for the delivery and execution of Vacations customers post-booking, in-destination, and post-travel
• Develop policies and procedures for issue resolution and works closely with Customer Relations
• Oversee customer satisfaction/NPS process and feedback loop to other teams like Product and Partnerships
• Manages compliance, health, and safety for in-destination/non-air package components and customer terms and conditions
• Oversee Contact Center in conjunction with CS&S from both a service and sales point of view, including resourcing and performance
• Spearhead, lead, develop, and deliver workflow process and systems improvements within the Operations team and collaborate with other departments on changes
• Participate as a "lead" to the development and implementation of the SMS (Safety Management System) for Health & Safety
• Participate as "lead" in Incident Management System and oversee customer emergency communication and incident management
• Define and guide department activities and communications to ensure best practices, adherence to standards, and operational efficiency
• Ensure delivery on key operational metrics and performance indicators to optimize operations, such as NPS, average handling time, first-time resolution in resort, and passenger compensation
• Contribute and collaborate on the Vacations leadership team in developing the business strategy and ensuring delivery of objectives and performance of the Vacations product
• Manage, train, coach, and develop Vacations Operations team members
• Maintain a world-class customer-centric team with high employee engagement including with third-party suppliers, rapid implementation of technologies to support customers, designing terms and conditions for customers, and high customer satisfaction and retention
• May perform other job duties as directed by Employee's Leaders

• Skilled in influencing other people
• Skilled in problem-solving and storytelling
• Skilled in written and verbal communication including the ability to communicate complex issues in a structured and concise manner
• Ability to analyze multiple or complex data to improve customer experience key performance indicators
• Ability to take initiative and assume accountability for achieving results
• Ability to lead and align discussions with stakeholders from multiple backgrounds that may have conflicting priorities on the direction for specific initiatives
• Ability to work under stressful situations from tight deadlines and competing priorities
• Ability to properly manage highly sensitive and confidential information
• Ability to prevent financial, operational, and/or reputational risks by resolving escalated issues and developing risk mitigation plans
• Ability to contend with a range and complexity of large business problems
• Ability to lead high-achieving teams

• Required: High School Diploma or GED

• Demonstrated experience in directly or indirectly leading team(s)
• Fully functioning, broad knowledge in:
  • Operations and/or product management in a Customer Service-oriented business
  • Working with a variety of third-party vendors
  • Travel health and safety compliance
  • Omni-channel Customer journey mapping
  • Building best in class customer experience strategies
  • Meeting or exceeding customer experience goals
  • Managing or implementing customer advisory boards to garner feedback
• Experience working with contact centers, crisis management, and/or international travel logistics policies is preferred
• Experience travel agency operations, airline vacation packages, online travel agency, or hospitality operations is preferred.

• N/A

• 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

• 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 40%

Pay & Benefits:

Competitive market salary from $148,500 per year to $165,000 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 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: https://careers.southwestair.com/benefits

*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.