Southwest Airlines

Supervisor Network Operations Control (NOC) Customer Planning

Southwest Airlines • $98K — $109K *
Dallas, TX 75217In-Person
Transportation
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years of experience in customer service and managing irregular operations in an airport setting
  • Strong leadership skills with experience in team development and engagement
  • Knowledge of NOC operational systems and customer planning processes
  • Ability to navigate and work within union contracts and collective bargaining agreements
  • Strong communication skills with experience in presenting to executive leadership
  • Proficiency in analyzing operational data and workforce management
  • Ability to manage sensitive situations and make strategic decisions under pressure

Responsibilities

  • Lead and oversee the NCP team to achieve customer operations goals
  • Collaborate with Revenue Management for adjustments to operations
  • Continuously coach team members to enhance performance and knowledge
  • Develop strategies to improve service delivery and operational value
  • Evaluate customer impacts during offline diversions
  • Ensure seamless customer service during irregular operations
  • Advise NOC leadership on operational impacts during disruptions

Benefits

  • Free flights for employees and their eligible dependents on Southwest Airlines
  • Company contribution of up to 9.3% to retirement savings plan
  • Potential annual profit-sharing contributions based on company performance
  • Competitive health insurance options starting from the first day of employment
  • 30 days to enroll in health plan with retroactive coverage from the first day of employment
Full Job Description
Department:
Network Operations Control

Job Description:

Provide leadership and oversight to the NOC Customer Planning (NCP) Team, ensuring compliance with the IAM Collective Bargaining Agreement (CBA) while building, growing, and developing Team Members. Serve as the primary liaison on the NOC bridge during irregular operations, coordinating with key stakeholders to support customer recovery efforts and operational decision-making. Act as a subject matter expert in customer reaccommodation strategies, partnering with operational and technology teams to minimize disruption and enhance the Customer experience. The Supervisor NOC Customer Planning brings strong communication, leadership, and problem-solving skills to support operational recovery, enhance the Customer experience, and drive effective outcomes during complex disruption

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 and oversee the NCP team by managing, developing, and guiding personnel to support the achievement of Customer Operations goals and objectives, while driving engagement, performance, and alignment with the broader Customer Mission.
  • Collaborate with Revenue Management on current day and future Lid adjustments
  • Provide continuous coaching to improve Team Member, Peer performance and business knowledge
  • Develop and execute strategies and processes to improve performance and the value of products and services provided
  • Evaluate Customer impact for offline diversions are managed accordingly
  • Analyze Customers resolution during IROP, work with codeshare partners to ensure a seamless Customer Service experience for Southwest Airlines' Customers
  • Advise Network Dispatch Superintendents and NOC Leadership of operational impacts on Customers during IROP events
  • May perform other job duties as directed by Employee's Leaders


Knowledge, Skills, and Abilities
  • Knowledge of principles and processes for providing operational Customer service
  • Skilled in problem-solving, interpersonal, strategic, decision-making, and time management
  • Skilled in collecting and analyzing complex problems and reviewing related information to develop and evaluate options and implement solutions
  • Ability to direct and organize programs and activities
  • Ability to work within union constraints
  • Ability to oversee Employees working under a collective bargaining agreement
  • Ability to identify the right people for the job and provides on-going coaching to ensure strong Teams
  • Ability to think strategically and understand the relationship between current actions and future consequences
  • Ability to manage sensitive situations while maintaining confidentiality
  • Ability to work within regulatory constraints and tight deadlines
  • Ability to work extended hours and varying shifts including nights and weekends based on schedule and operational needs


Education
  • Required: High School Diploma or GED


Experience
  • Fully functioning, broad knowledge in:
    • Airport Customer Service and managing irregular operations
    • NOC operational systems
    • NOC Customer Planning

  • Preferred leadership experience under the IAM contract
  • Preferred experience in presenting and updating to Executive Leadership
  • Preferred experience in Project Management life cycle
  • Preferred experience in analyzing operational data
  • Preferred experience in workforce management and scheduling
  • Preferred experience in union contract administration
  • Preferred experience in facilitating training in a classroom environment


Licensing/Certification
  • N/A


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 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 $98,650 per year to $109,600 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 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.

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About Southwest Airlines

AirTran Airways, a Fortune 1000 company and wholly-owned subsidiary of Southwest Airlines (NYSE: LUV), has been ranked the number one low cost carrier in the Airline Quality Rating study for the past three years. AirTran Airways is the only major airline with Gogo Inflight Internet on every flight and offers coast-to-coast service on North America’s newest all-Boeing fleet.

Southwest Airlines Careers

Join the vibrant team at Southwest Airlines, a leading entity in the aviation industry known for its exceptional culture and commitment to innovation and diversity. As we continue to expand, there has never been a better time to explore job opportunities with us. Work You’ll Do At Southwest Airlines, we offer a variety of career paths ranging from aviation mechanics to customer service professionals, all united by a common goal of providing excellent service and maintaining the highest standards of safety. Our team members are the heart of our operations, and we empower them to succeed in their roles and beyond. Transform Your Career Step into a role at Southwest Airlines and join a team that values leadership, professional growth, and diversity training. Our employees are encouraged to lead from their first day, supported by our robust leadership development programs. Innovate with Us Southwest Airlines is at the forefront of innovation in the aviation industry. Join us and contribute to projects that redefine the future of air travel. Our collaborative environment fosters innovation, allowing every team member to make an impact. Be Part of a Great Team Our culture is built on connectivity and teamwork. At Southwest Airlines, you will work alongside dedicated professionals who share your passion for excellence. We celebrate diversity and believe it drives innovation, making us stronger and more responsive to our customers' needs. Future-Proof Your Career Southwest Airlines is committed to the professional development of our employees. With a wide range of benefits, from comprehensive health coverage to employee travel perks, we ensure that your career with us is rewarding. Continuous learning is part of our DNA, and we provide extensive training and development opportunities to help you grow your skills and advance your career. Internship Opportunities Kickstart your career with a Southwest Airlines internship. Gain invaluable industry experience, build your network, and learn from leaders who are eager to mentor the next generation of aviation professionals. Our internships offer a deep dive into the aviation world, preparing you for a full-time position in your chosen field. Join Our Team Search open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players who are ready to take their career to new heights. Explore our job opportunities and find out how you can contribute to the Southwest Airlines family. Stay Connected Keep up to date with the latest career tips, insider perspectives, and industry-leading insights—all from the people who make Southwest Airlines a great place to work. Explore Discover how innovation at Southwest Airlines is shaping the future of air travel and how you can be a part of it. Read more about our projects, team achievements, and the impact we’re making in the industry. Southwest Airlines Careers Our commitment to professional growth, a dynamic culture, and fostering a diverse and inclusive workplace makes Southwest Airlines not just a great place to work, but a community where you can build a fulfilling career. Join us and see where your skills and passions can take you.
Learn more about Southwest Airlines
Size
58,865 employees
Market Cap
$19.8 billion
Industry
Aerospace & Defense
Net Income
-$3 billion
Founded
1971
5 Year Trend
-4.9%
Revenue
$9 billion
NASDAQ
LUV
* Ladders Estimates

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