Job description
Department: Customer Experience & EngagementOur 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 Senior Manager Customer Experience (CE) Workforce Planning & Analytics supports our Purpose by leading Teams that are responsible for the reporting, training, development, and auditing of the Customer Experience Department. This role will use data to provide insight into Employee productivity and Customer response times as well as enhance learning opportunities. The Senior Manager C E Workforce Planning & Analytics is a strategic thinker who looks forward to empowering the Customer Experience Team in extend ing hospitality to Customers.
Additional Details:
U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available .
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 onsite on our Corporate Campus at least three days a week. The Department designates the specific three days of the week Employees must work on-site.
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 workforce strategy and planning, and support internal and external Department Leaders with insights and analytics to make key decisions. Support the analytical needs of the Customer Engagement Department to facilitate and align department strategy with the workforce.
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 forecasting efforts related to budgets, volumes, and headcount in support of the Mid-Term Planning and Annual Operating Plan processes
Develop and implement plans for workforce development, reporting and analysis of Employee productivity and Customer response times to identify areas of growth and opportunity
Maintain awareness of both Department and organizational information in order to provide insights of changes to Customer behavior and department trends
Create comprehensive project updates, business cases, and insightful data trends to Executive Leadership, including that the reporting and insights are contextual and relevant as well as the information is shared in a manner that is engaging, educational and actionable.
Influence training and onboarding strategy for effective Employee engagement, productivity, and retention
Oversee audits of all Employees within the department for financially driven transactions to ensure compliance with Southwest’s policies, procedures, audit mandates, and SOX control requirements (i.e. vouchers, force book, manual points)
Identify evolving business needs, industry trends, and advancements in the field of data and reporting which drives the Customer Engagement Department to adapt
Monitor Team workload and provide continuous coaching to improve Team Member performance and business knowledge
Responsible for training, performance, evaluation, and development of a Team while maintaining operational awareness with a strong focus on Team productivity
Lead special projects as assigned by Department Leadership
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 and personal services, including Customer needs assessment, meeting quality standards for services, and evaluation of Customer Satisfaction
Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Skilled in listening, understanding, and communicating ideas presented in writing and/or in speaking with others
Ability to apply general rules to specific problems to produce answers that are easy to comprehend
Ability to choose the right mathematical methods or formulas to solve a problem
Ability to imagine how something will look after it is moved around or when its parts are moved or rearranged
Preferred knowledge of Altryx
Preferred knowledge of Tabl eau
Preferred knowledge of Salesforce
Education
Required: High School Diploma or GED
Experience
Demonstrated experience in directly or indirectly leading team(s)
Fully functioning, broad knowledge in:
Customer service
SQL server including joins, sub procedures, truncating, casting, nested queries, dynamic dates, aggregations and case statements
Teradata syntax
Alteryx
Text analytics in R studio
SAP Business Objects
Tableau
Work Force Management tools
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 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 $144,200 to $160,200 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)
Up to a 9.3% 401(k) Company match, dollar for dollar, of your eligible pay, per paycheck *
Potential for annual Profit-sharing contribution toward retirement - when
Southwest profits, you profit**
- Explore more Benefits you’ll love: https://careers.southwestair.com/benefits
- Pay amount does not guarantee employment for any particular period of time.
***Profit-sharing contributions are subject to plan’s vesting schedule and are made at the discretion of the Company.
Southwest Airlines is an Equal Opportunity Employer.
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