Sr. Manager of Vacations Customer Operations

Department:

Product & Loyalty

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:

Job Summary

• 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. 

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

• 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

Knowledge, Skills, and Abilities

• 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 an