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Vice President Customer CARE ID-7796

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.

Remote Data Entry, No Experience, $40/hr, Part-Time
Virtual Assistant, $45/hr, Remote, No Experience, Night Job
Entry-Level Remote Data Entry, $50/hr, Evening Job
Customer Support, No Degree, $40/hr, Remote, Weekend Job
Remote Phone Job, $42/hr, Part-Time, College Student Friendly
Virtual Assistant, $40/hr, Remote, No Degree, Night Job
Part-Time Data Entry, $45/hr, Remote, College Student Friendly
Remote Moderator, No Degree, $50/hr, Evening, Weekend Job
Remote Customer Support, $42/hr, Night Job, No Experience
Live Chat Support, $40/hr, Remote, Entry Level, Part-Time
Virtual Assistant, Remote, $42/hr, Weekend, No Experience
Remote Data Entry, $45/hr, No Degree, Night Shift
Part-Time Customer Support, $40/hr, Remote, College Student
Remote Live Chat, $50/hr, Part-Time, Evening/Night Job
Entry Level Phone Job, $42/hr, Remote, No Degree Required
Weekend Data Entry, $45/hr, Remote, No Experience
Remote Virtual Assistant, $40/hr, Evening, Part-Time Job
Remote Moderator, $42/hr, Part-Time, Weekend, No Degree
Data Entry, $45/hr, Remote, Night Shift, College Student Job
Phone Support, Remote, $50/hr, No Experience, Part-Time
Virtual Assistant, No Experience, $42/hr, Remote, Weekend
Remote Customer Support, $45/hr, Part-Time, College Student
Data Entry, Remote, $40/hr, Night Shift, No Degree
Evening Virtual Assistant, Remote, $45/hr, No Experience
Weekend Customer Support, $42/hr, Remote, College Student
Remote Data Entry, $50/hr, No Experience, Evening/Night Job
Virtual Assistant, $42/hr, Remote, Weekend, Entry Level
Remote Phone Support, $45/hr, Evening, No Experience Required
Data Entry, No Experience, $50/hr, Remote, College Student
Remote Moderator, $40/hr, Weekend, No Degree, Part-Time
Live Chat Support, Remote, $42/hr, Night Shift, College Student
Phone Job, $50/hr, Remote, No Degree, Part-Time, Weekend
Data Entry, $45/hr, Remote, Evening, No Experience Required
Virtual Assistant, No Experience, $42/hr, Remote, Part-Time
Remote Customer Support, $50/hr, Night Shift, No Degree
Remote Data Entry, $40/hr, College Student Friendly, Part-Time
Live Chat Support, $42/hr, Weekend, Remote, No Degree
Virtual Assistant, Remote, $45/hr, Evening, No Experience
Remote Phone Job, $50/hr, College Student, Night Shift
Remote Moderator, $42/hr, Weekend, No Experience Required
Data Entry, No Degree, $45/hr, Part-Time, Remote Job
Customer Support, $50/hr, Remote, Evening/Night Job, No Degree
Virtual Assistant, $42/hr, Remote, Weekend, No Degree
Remote Live Chat, $45/hr, College Student, No Experience
Remote Data Entry, $40/hr, Part-Time, No Degree Required
Phone Support, $50/hr, Weekend, Remote, No Experience
Virtual Assistant, $42/hr, Evening, Remote, No Degree
Remote Customer Support, $45/hr, No Experience, Part-Time
Data Entry, $50/hr, Night Job, No Degree, Remote
Remote Moderator, $40/hr, College Student Friendly, Part-Time
Virtual Assistant, Remote, $42/hr, Weekend, No Experience
Remote Phone Job, $45/hr, Part-Time, No Degree Required
Customer Support, $50/hr, Night Job, Remote, No Experience
Data Entry, Remote, $42/hr, Evening Job, No Degree
Live Chat Support, $45/hr, Weekend, Remote, College Student
Virtual Assistant, Remote, $50/hr, Part-Time, Night Shift
Data Entry, $40/hr, No Experience, Remote, Weekend Job
Remote Phone Job, $45/hr, No Degree, College Student Friendly
Customer Support, $42/hr, Remote, Evening, No Experience
Virtual Assistant, $50/hr, Weekend, No Degree, Remote
Remote Data Entry, $40/hr, Part-Time, College Student Job
Phone Support, Remote, $42/hr, Evening/Night Shift
Virtual Assistant, No Degree, $45/hr, Remote, Part-Time
Live Chat Support, $50/hr, Remote, No Experience Required
Remote Moderator, $42/hr, College Student, Weekend Job
Data Entry, $45/hr, Remote, Night Job, No Degree
Virtual Assistant, $50/hr, Remote, Part-Time, Evening Job
Remote Customer Support, $42/hr, Weekend, No Experience
Phone Job, $45/hr, Remote, Night Shift, No Degree
Remote Live Chat, $50/hr, College Student, No Experience
Data Entry, $40/hr, Part-Time, Remote, Weekend Job
Virtual Assistant, $42/hr, Remote, No Experience, Evening
Remote Phone Support, $45/hr, Night Job, College Student
Remote Moderator, $50/hr, No Degree, Weekend, Part-Time
Virtual Assistant, $40/hr, Remote, Night Shift, No Experience
Customer Support, $42/hr, Remote, Part-Time, No Degree
Remote Data Entry, $45/hr, Weekend Job, College Student
Phone Support, Remote, $50/hr, No Experience, Night Shift
Virtual Assistant, $42/hr, Evening, Remote, College Student
Live Chat Support, $45/hr, Part-Time, Remote, No Degree
Data Entry, $50/hr, Remote, Evening Job, College Student
Virtual Assistant, $40/hr, Weekend, Remote, No Experience
Remote Phone Job, $42/hr, Night Shift, College Student Friendly
Remote Customer Support, $45/hr, No Degree, Evening Job
Virtual Assistant, $50/hr, Part-Time, Remote, Weekend Job
Data Entry, $40/hr, Evening Job, No Experience, Remote
Remote Live Chat, $42/hr, Weekend, No Degree, Part-Time
Virtual Assistant, $45/hr, No Experience, Remote, Night Job
Phone Job, $50/hr, Remote, Part-Time, College Student
Remote Data Entry, $42/hr, Evening/Night Job, No Experience
Remote Moderator, $45/hr, No Degree, Weekend Job, Part-Time
Live Chat Support, $50/hr, Remote, Night Shift, No Degree
Virtual Assistant, $40/hr, Weekend, College Student, Remote
Remote Phone Job, $42/hr, Part-Time, No Experience Required
Remote Data Entry, $45/hr, No Degree, Weekend, Night Job
Virtual Assistant, $50/hr, Evening, Remote, College Student
Customer Support, $42/hr, Weekend Job, Remote, No Degree
Phone Support, $45/hr, Remote, No Experience, Evening Job
Data Entry, $50/hr, Night Shift, No Degree, Remote Job

 

 

Job Description:

Job Summary

 

Southwest firmly believes that our People are our greatest asset, and Leaders within the Company support our People by ensuring all have equal opportunity for learning and personal growth. The VP Customer CARE will provide strategic Leadership through overseeing all aspects of customer support, service operations, disruption management, and experience enhancements to drive performance, efficiency, and innovation across the organization's functions. This role will enhance our staffing model, advance our intra-day staffing progress, and streamline all aspects of Customer CARE's operational analytics.They'll also leverage insights and experience to deliver on Southwest initiatives to achieve strategic objectives while ensuring readiness and support for our Employees. The VP Customer CARE is passionate about connecting with and developing our People to best serve our Customers, and they are excited to embrace innovation and continuous improvement in this important and impactful space.

 

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.

 

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

  • Develop and implement a comprehensive strategy aligned with the company's mission, vision, and business goals through multiple channels of service to include email, social, phone, chat and AI

  • Establish and monitor key performance indicators (KPIs) to measure customer satisfaction, response times, resolution rates, and overall team performance

  • Develop and manage the Department's budget, ensuring cost-effective operations without compromising quality

  • Collaborate with Travel product, Southwest Business, Customer Experience, Marketing, and other departments to deliver a seamless and cohesive customer experience

  • Represent the Company at major industry, community, and government functions

  • Negotiate and amend the agreements between Company and the Union to ensure a work environment that's efficient, productive and conducive to the Southwest Airlines Culture

  • Conduct Frontline Employee meetings as well as Leader meetings in to stay abreast of Departmental efficiency along with concerns and issues

  • Lead response efforts during escalations, service disruptions, or crises to include ensuring timely and effective resolutions

  • Evaluate and adjust as needed the Departmental structure with emphasis on efficiency, inclusive of both Internal and External Customer needs

  • Evaluates and determine personnel and resources necessary to ensure the expected level of Customer CARE

  • May perform other job duties as directed by Employee's Leaders

 

Knowledge, Skills and Abilities

  • Expert knowledge of business processes and operational policies and procedures

  • Skilled in communication, both oral and written, with the ability to communicate large and complex issues in a structured and concise manner

  • Ability to have a strong drive for results, the ability to bring others along and consistently produce top tier results

  • Ability to strategically plan and think critically

  • Ability to be influential and have experience leading change and leading initiatives cross-functionally

  • Ability to gain commitment to shared goals with peers, Team, and departments

  • Skilled in growing direct reports and establishing and maintaining effective working relationships across the organization in order to influence business decisions

  • Ability to properly manage highly sensitive and confidential information effectively

  • Ability to assume high level responsibility and demonstrate sound judgement

Education

  • Required: High School Diploma or GED

  • Preferred: Bachelor's Degree

 

Experience

  • Demonstrated experience leading multiple teams or functions through subordinate Leaders

  • Advanced level Business Acumen in functional area with understanding of broad business impacts

  • Expansive and far-reaching knowledge in:

    • Union negotiations

    • Strategy and customer support and delivery functions

  • Preferred: Contact Center Transformation experience

 

Licensing/Certification

  • N/A

 

Physical Abilities

  • Ability to perform work duties from [limited space work station/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

 

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 401(k) retirement savings 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 the plan's vesting schedule and applicable IRS limits

***Profit-sharing contributions are subject to plan's vesting schedule and are made at the discretion of the Company.

 

Southwest Airlines is an Equal Opportunity Employer.
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