Department:Customer CARE
Job Description:The Senior Manager Customer CARE Workforce Management is responsible for leading Workforce Management functions across forecasting, capacity planning, scheduling, and intraday operations for voice, digital, and back-office Customer operations. The role provides strategic and operational leadership to align workforce planning, staffing execution, operational performance, and service delivery with customer experience, employee experience, and financial goals. They'll serve as the centralized Workforce Management Leader for governance, operational stability, performance management, Team development, and workforce transformation initiatives.
Additional Details:
- 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.
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 Workforce Management functions, including forecasting, capacity planning, scheduling, and intraday operations teams supporting voice, digital, and back-office customer operations
- Establish Workforce Management standards, governance processes, and performance expectations aligned to operational and business objectives
- Oversee operational performance, staffing execution, service stability, and workforce support for Customer initiatives, product initiatives, disruptions, and high-volume events
- Support workforce budgeting, staffing models, capacity strategies, labor optimization, and efficiency initiatives
- Lead and develop Workforce Management Leaders and analysts through performance expectations, coaching, and development planning
- Create and sustain a high-performing and operationally disciplined Workforce Management Team culture
- Partner with Operations, Finance, Technology, Vendor Management, Strategy, Enablement, HR, and other stakeholders to support workforce and business objectives
- Identify and support workforce modernization, automation, AI-enabled tools, reporting, and continuous improvement initiatives
- Drive scalable Workforce Management models and execute AI-enabled customer call containment strategies consistent with operational needs
- May perform other job duties as directed by Employee's Leaders
Knowledge, Skills, and Abilities
- Knowledge of Workforce Management principles, operational performance management, and workforce governance practices
- Knowledge of forecasting, scheduling, capacity planning, and intraday operations in customer operations environments
- Skilled in labor optimization, workforce budgeting, staffing models, and capacity strategy support
- Skilled in analyzing operational, financial, and workforce data to support planning and decision-making
- Ability to lead Workforce Management leaders and analysts while setting clear expectations and development plans
- Ability to build cross-functional partnerships with Operations, Finance, Technology, Vendor Management, Strategy, Enablement, and HR
- Ability to oversee workforce support for customer initiatives, product initiatives, disruptions, and high-volume events
- Skilled in problem solving, decision making, communication, and operational planning
- Knowledge of Workforce Management platforms, reporting tools, automation capabilities, and AI-enabled workforce management tools
Education
- Required: High School Diploma or GED
Experience
- Demonstrated experience in directly or indirectly leading team(s)
- Advanced level Business Acumen in functional area
- Seasoned and specialized knowledge in
- Leading workforce management functions in a customer operations environment
- Overseeing forecasting, scheduling, capacity planning, and intraday operations activities
- Developing Leaders and analysts through performance expectations, coaching, and development planning
- Supporting workforce budgeting, staffing models, capacity strategies, and labor optimization initiatives
- Partnering with cross-functional stakeholders to support operational performance and service stability
- Leading or supporting workforce transformation, automation, AI-enabled tools, reporting, and continuous improvement initiatives
- Preferred: Experience in Aspect with forecasting and workload management
- Preferred: Experience in Tableau/Power BI Reporting, Call Routing, Future Skill, SQL, and Python
- Preferred: Experience in AI & Containment Analytics/Digital demand planning and containment forecasting
- Preferred: Experience operating in a labor-represented environment
Licensing/Certification
Physical Abilities
- Ability to perform work duties from limited space workstation/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 the 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 $138,800 per year to $154,200 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)
• Southwest will help fund your Retirement Savings Plan, which includes a dollar for-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings**
• Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan-when Southwest profits, you profit***
• Competitive health insurance for you and your eligible dependents
• Southwest offers health plan coverage options that start from the very first day of employment. You'll have 30 days to select and enroll in your health plan, and coverage will be retroactively available to your first day of employment.
• Explore more benefits you'll love: https://careers.southwestair.com/benefits
*Pay amount doesn't guarantee employment for any particular period.
**401(k) Company match contributions are subject to the plan's vesting schedule. Match contributions may vary based on the position.
*** Profit-sharing contributions are subject to the Retirement Savings Plan vesting schedule and are made at the discretion of the Company.
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