Assistant Manager Customer Service - MDW

Department:

Ground Operations

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:

*** For external applicants only:
(1.) Southwest Airlines will consider your interest for this position if you are currently a resident of the State of Illinois or Indiana.
(2.) Southwest Airlines will not consider your interest for this position if you have been interviewed by phone, virtually, and/or inperson
and not selected for the Assistant Manager Customer Service position at MDW within the last 12 months.***Job Summary

The People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what’s important in their lives through friendly, reliable, and low-cost air travel. Our Assistant Manager Customer Service supports our Purpose in their work championing Customer Service Teams at our station. This role works collaboratively with Leaders in Ground Operations to coordinate all Station functions, ensure a safe operation, foster Southwest Hospitality, and drive on-time performance. The Assistant Manager Customer Service brings their leadership and unique background to this growing Station, where they'll have an opportunity to drive the future of Ground Operations. 

 

Additional details 

• A role that includes working assigned shifts. Shifts can include early mornings, late evenings, weekends, and holidays. 

• 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 to:

• 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

• Actively coordinate with all Departments to maintain the Station's on-time performance
• Monitor staffing in all areas and verify that overtime is used properly
• Drive performance processes by setting goals and objectives, monitoring results against key metrics, and holding responsible parties accountable for results
• Maintain a safe working environment and institute programs designated to help reduce accidents and injuries
• Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes
• Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment
• Advise Management and other departments in understanding the assigned functional work area's purpose, current workload, and methodology for assignment delivery
• Coach and develop to establish a diverse talent pipeline
• Complete assigned and project tasks with minimal direction
• Meet or exceed performance goals through effective decisions
• 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