|
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:
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. The Senior In Market Ops Continuity Consultant invests in our Purpose byensuring that Southwest's Legendary Hospitality is delivered across all components of a Getaways by Southwest Customer's travel journey. This role will serve as the point of contact in key domestic and international destinations to maximize Customer satisfaction and ensure smooth operations. Primary duties include oversight of in-market operational resources, vendor contracts, and partnerships with tourism boards, while delivering exceptional Customer experiences through special requests, events, and supplier/partner audits. The Senior In Market Ops Continuity Consultant has strong communication skills with a continuous improvement mindset and looks forward to proactively identifying and mitigating potential issues to ensure a superior Customer experience and ultimately drive the future of Southwest.
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. 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. Responsibilities
- Oversee vacation-specific operational activities in key US domestic and international destinations
- Coordinate and ensure operational readiness for in-market resources and partners, including staffing coverage, training, and compliance on policies and procedures
- Ensures the delivery of the Getaways by Southwest brand, Customer commitments, goodwill gestures, and hospitality standards
- Enforces contractual agreements and provides friendly service to build and maintain positive partner relationships with local staff, organizations, hotels, and ground transportation companies in conjunction with the Partner Operations Team
- Ensure delivery of in-market products and services to Customers, handling of VIP/ special requests, and execution of procedures triggered by travel disruptions in partnership with Customer CARE and Partner Operations Teams
- Monitors all regulatory, safety, and performance standards are properly adhered to by all vendors and their employees
- Perform and ensure execution of in-market audits and assessments to monitor compliance with Customer service policies, health and safety protocols as well as brand and quality standards
- Coordinate in-market visits/ familiarization (FAM) trips
- Ensure prompt identification and resolution of escalated Customer and Partner issues
- Organize surprise and delight activities as requested by Customer Ops leadership
- May perform other job duties as directed by Employee's Leaders
Knowledge, Skills, and Abilities
- Knowledge of Customer service best practices in travel, airline, and hospitality
- 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 KPIs
- Ability to identify trends to prevent, resolve, and de-escalate issues
- Ability to develop strong business relationships and trust with others at all levels
- Ability to project poise, confidence, maturity in both internal and external situations and during stressful situations from tight deadlines and competing priorities
- Ability to take initiative and assume accountability for achieving results
Experience
Expert level experience, seasoned and specialized knowledge in:
Travel and/or hospitality operations Long-term partner relationship building and oversight Customer service and issue engagement, escalation, and resolution Navigating conflict and driving towards optimal outcomes Preferred: Experience working with Destination Management Companies (DMCs) and developing vendor contracts, background in safety, compliance, or crisis management. 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 be able to travel up to 40% with ability and willingness to work flexible hours, including weekend, holidays and late nights as needed Must be able to perform physical activities on occasion such as lifting (50lbs.), standing, driving, walking, crouching/ stooping, and reaching 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 $110,900 - 123,200* 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 Profit Sharing 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. Southwest Airlines is an Equal Opportunity Employer.
Please print/save this job description because it won't be available after you apply.
|
Southwest Airlines
401(k), profit sharing
Jun 16, 2025