Senior Manager CARE Performance & Analytics

Southwest Airlines • Dallas, TX

19h • Onsite

About The Position

The Senior Manager CARE Performance & Analytics leads the CARE Analytics and Reporting Team, responsible for reporting, analytics, forecasting, and business intelligence that drive Department performance and transformation. The role establishes performance frameworks and translates operational and Customer data into actionable insights to improve Customer outcomes, Employee effectiveness, and operational performance. It partners across CARE, Technology, Finance, Customer Experience, Commercial, Operations, and People Teams to measure digital and AI-enabled capabilities and guide priorities and investments. The role uses Leadership, analytical, and strategic thinking skills to evolve analytics from reporting results to proactively driving business decisions and performance.

The position is based at Southwest Airlines’ Dallas, Texas headquarters and requires working there during business hours. U.S. citizenship or current authorization to work in the U.S. is required; work authorization sponsorship is not available.

Requirements

• High School Diploma or GED required.
• Demonstrated experience in directly or indirectly leading team(s).
• Knowledge of Department or contact center operations, Customer service metrics, workforce performance measurement, disruption recovery, and operational analytics.
• Knowledge of data governance, relational databases, SQL, cloud-based data environments, enterprise reporting, and business intelligence platforms.
• Knowledge of AI, automation, conversational AI, and digital servicing concepts and methods for measuring adoption, effectiveness, quality, and business impact.
• Skilled in collecting, organizing, validating, visualizing, and synthesizing data from multiple sources to create meaningful and actionable insights.
• Skilled in applying statistical analysis, predictive analytics, forecasting, scenario analysis, and performance measurement to operational and Customer experience challenges.
• Skilled in using Tableau, Power BI, Microsoft Excel, Microsoft PowerPoint, SQL, and similar analytics and visualization platforms.
• Skilled in translating complex information into clear dashboards, narratives, presentations, and recommendations for senior Leaders and cross-functional partners.
• Ability to lead, coach, develop, and engage Team Members while setting expectations, prioritizing work, and creating accountability for results.
• Ability to build trusted partnerships, influence decisions, and align stakeholders across multiple departments and organizational levels.
• Ability to anticipate changing circumstances, manage competing priorities, and foster an inclusive environment that supports innovation, continuous learning, quality, accuracy, and timely delivery.
• Must be a U.S. citizen or have authorization to work in the United States; sponsorship is not available.
• Must be at least 18 years of age.
• Must comply with Company attendance standards and appearance guidelines.
• Ability to perform work duties from a limited-space workstation, desk, or office area for extended periods.
• Ability to communicate and interact with others in English to meet the demands of the job.
• Ability to use a computer and other office productivity tools with sufficient visual acuity and manual dexterity to perform work duties.

Nice To Haves

• Experience in SQL, Tableau, Python, Alteryx, Business Objects, and AWS Connect.
• Broad knowledge of data analytics, business intelligence, performance measurement, and data storytelling.
• Broad knowledge of Customer CARE, contact center, Customer service, workforce performance, or operational analytics.
• Broad knowledge of forecasting, statistical analysis, disruption or recovery measurement, and executive reporting using Tableau, Power BI, Microsoft Excel, Microsoft PowerPoint, SQL, and/or similar analytics and visualization platforms.
• Broad knowledge of AI-enabled servicing, automation measurement, digital analytics, and cross-functional consultation.

Responsibilities

• Lead the Team by setting priorities, allocating resources, coaching performance, developing capabilities, and creating accountability for Team and business results.
• Establish and maintain performance measurement frameworks, scorecards, dashboards, and reporting that communicate the health and effectiveness of Department operations and transformation initiatives.
• Oversee analysis of Customer contacts, service levels, handle time, abandonment, productivity, quality, Customer satisfaction, Employee experience, disruption recovery, and digital servicing to identify trends, risks, root causes, and improvement opportunities.
• Lead measurement strategies for AI-enabled and automation capabilities, including implementation progress, adoption, containment, Customer and Employee outcomes, productivity, quality, efficiency, and return on investment.
• Direct forecasting and capacity analytics that support workforce planning, disruption readiness, performance commitments, and operational decision-making.
• Translate complex operational, Customer, financial, and performance data into executive-level dashboards, presentations, narratives, and recommendations that support timely decisions.
• Partner across the Department, Technology, Operations, Finance, Customer Experience, Commercial, People, data engineering, and product teams to prioritize analytical needs and improve data quality, accessibility, automation, governance, and reporting capabilities.
• Manage a portfolio of analytical initiatives and advise senior Leaders on emerging trends, operational risks, AI and digital servicing opportunities, and actions that improve Customer and business outcomes.
• Recruit, coach, develop, and retain Team Members while fostering inclusion, collaboration, innovation, continuous improvement, recognition, and career growth.
• Guide and lead Team Members using Southwest 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 participation in continuous learning and development.
• May perform other job duties as directed by Employee's Leaders.

Benefits

• Free travel on any open seat on Southwest flights for the Employee and eligible dependents.
• Retirement Savings Plan with a dollar-for-dollar 401(k) Company match contribution of up to 9.3% of eligible earnings, subject to plan terms and position.
• Potential annual profit-sharing contribution in the Southwest Retirement Savings Plan, subject to Company discretion and plan vesting schedule.
• Competitive health insurance for the Employee and eligible dependents, with coverage options available from the first day of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED