Manager Ground Operations Business Services

Department: Ground Operations

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:
All of Southwest’s People come together to deliver on our Purpose; Connecting People to what’s important in their lives through friendly, reliable, and low-cost air travel. The Manager Ground Operations Business Services upholds our Purpose by developing a strategy for addressing Customer claims for lost or damaged luggage. This role ensures th e appropriate handling of claims which have escalated beyond the local Baggage Service Office. The Manager Ground Operations Business Services is a strategic p roblem solver and analytical thinker who looks forward to ensuring a hospitable experience for Southwest Customers.

Additional Details:
U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available .

The culture of Southwest Airlines means we embrace a flexible workplace and value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. This role is a hybrid position based out of our Corporate Campus in Dallas, TX, which requires Employees to work onsite on our Corporate Campus at least three days a week. The Department designates the specific three days of the week Employees must work on-site.

To Learn more about this role, please join us for a live information session Tuesday, April 11, 2023 10:00 AM Central Time
https://wnco.webex.com/wnco/j.php?MTID=mf858be3c6bef7cb4970ed2cced644584
Meeting number: 2481 803 5103
Password: YXicPsJt233

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 .

Job Summary

Responsible for Customer solutions that support station operational functions. Work with Senior Leadership across all Operational Departments to execute the Company's strategic plan. Responsible for maintaining, advancing, and supporting Ground Operations in its responsibility to deliver a safe, reliable, and low-cost product to our Customers via the delivery of high-quality project delivery and innovative business process design.

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 internal teams and develop a plan with tangible milestones and achievements with extreme emphasis on front line procedures and external Customers

Monitor Team performance to ensure department goals and expectations are being met

Work closely with internal and external security entities concerning fraudulent claims, theft and other baggage related issues

Work closely with internal and external Legal teams to provide support and expertise on lawsuit

Approve and pay bills

Develop cost reduction strategies and savings plans

Maintain control of the Baggage Claims process to ensure correct and timely settlements are being made to Customers

Maintain current knowledge of all regulatory and D.O.T. matters as they relate to A.C.A.A. claims

Recognize and articulate the future state through an understanding of internal and external challenges, identifying unique opportunities to create value and engage Employee and Stakeholder involvement

Responsible for tactical planning and understanding of program management and project management

May perform other job duties as directed by Employee’s Leaders

Knowledge, Skills, and Abilities

Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources

Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems

Skilled in using logic and reason to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems

Skilled in monitoring/assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action

Ability to apply general rules to specific problems to produce answers that make sense

Ability to communicate information and ideas in writing so others will understand

Preferred leadership experience

Preferred Customer Service experience
Education

Required: High School Diploma or GED

Experience

Demonstrated experience in directly or indirectly leading team(s)

Fully functioning broad knowledge in:
Customer service, corporate strategy, problem solving, analytics, project management methodology, business acumen and change management

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 $112,950 per year to $ 125,500 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)

Up to a 9.3% 401(k) Company match, dollar for dollar, of your eligible pay, per paycheck *

Potential for annual ProfitSharing contribution toward retirement - when Southwest profits, you profit**

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
***ProfitSharing 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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