Department:

Customer Experience & Digital

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:

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 Director Inflight Experience leads the Inflight Customer Experience Team and is responsible for the future vision, strategic planning and day-to-day performance of key components of our c abin Customer e xperience. This role collaborates with various Stakeholders such as Operating and Commercial partners and manages the connectivity and entertainment program, the onboard food and beverage Customer strategy , and the future vision for other cabin features designed to address Customer comfort. The Director Inflight Experience is a strategic thinker and organized collaborator who is ready to bring innovation into the c abin Customer e xperience.

Additional Details

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.

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

Cultivate, support, and promote an organizational culture that affords for high performance, high morale, integrity, trust, and Teamwork
Deliver clear, concise and focused communication with Team, Leaders and Partners and encourage candid communication within the Team
Set the future Customer vision and develop strategic plans for our cabin experience across all key components (seats, onboard service, connectivity, onboard content, etc.)
Partner with other departments senior leaders to ensure there is proper alignment and cross-functional execution of cabin initiatives
Lead the relationships with 3rd party vendors across our food and beverage portfolio, and connectivity program.
Lead the overall connectivity (onboard WiFi) strategy, including the coordination of the roadmap and investments
Oversee the cabin experience operating budget, including the development of business cases to gain alignment on future investment requests
Serve as subject matter expert for internal and external teams in discussions related to all aspects of the cabin experience
Represent the Customer Experience & Customer Relations Team in internal and external forums, steering groups and other Company driven programs
May perform other job duties as directed by Employee’s Leaders

Knowledge, Skills and Abilities

Skilled in developing and presenting material to senior executive level leaders
Skilled in strategic thinking
Ability to understand performance trends and utilizing data to solve business problems required
Ability to plan and drive large business initiatives to completion
Ability to establish and maintain effective working relationships with other departments in order to influence business decisions
Ability to demonstrate high emotional intelligence in various situations dealing with both internal and external resources
Ability to motivate, grow, and develop direct reports as well as Leaders
Ability to quickly learn new industry sectors, new technologies and emerging trends

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:
- Developing Customer-Facing product strategies and road mapping
- Building large scale and complex business cases
- Leading relationships with outside suppliers

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

Pay & Benefits:

Competitive market salary from $ $175,500 - $195,000 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 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 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.
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