Senior Manager CARE Performance & Analytics

Southwest Airlines • Dallas, TX

2d • $160,550 - $174,000 • 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. The Senior Manager 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 position uses Leadership, analytical, and strategic thinking skills to evolve analytics from reporting results to proactively driving business decisions and performance.

This role is based at Southwest Airlines’ Dallas, Texas headquarters and requires work from the facility during business hours. The role leads and develops Team Members, builds performance measurement and reporting capabilities, directs forecasting and capacity analytics, and advises senior Leaders on trends, risks, and improvement opportunities. U.S. citizenship or current authorization to work in the United States is required; work authorization sponsorship is not available.

Requirements

• High School Diploma or GED required.
• Demonstrated experience 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.
• Ability to collect, organize, validate, visualize, and synthesize data from multiple sources to create meaningful and actionable insights.
• Ability to apply 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.
• Ability to translate 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 as defined by the Immigration Reform Act of 1986.
• Must be at least 18 years of age.
• Must maintain a well-groomed appearance per Company appearance standards described in established guidelines.
• Must be able to comply with Company attendance standards described in established 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.
• Fully functioning, broad knowledge in data analytics, business intelligence, performance measurement, and data storytelling.
• Fully functioning, broad knowledge in Customer CARE, contact center, Customer service, workforce performance, or operational analytics.
• Fully functioning, broad knowledge in 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.
• Fully functioning, broad knowledge in 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 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 continuous learning and development.
• May perform other job duties as directed by Employee's Leaders.

Benefits

• Competitive market salary of $160,550 to $174,000 per year, depending on qualifications and experience.
• Additional bonus opportunities for eligible Leadership and individual contributor roles, awarded at the Company’s discretion.
• Free travel, as a privilege, on any open seat on Southwest flights for the Employee and eligible dependents.
• Company dollar-for-dollar 401(k) match contribution of up to 9.3% of eligible earnings, subject to the plan’s vesting schedule; match may vary by position.
• Potential annual profit-sharing contribution in the Southwest Retirement Savings Plan, subject to vesting and Company discretion.
• Competitive health insurance for the Employee and eligible dependents.
• Health plan coverage options that start from the first day of employment, with enrollment within 30 days and coverage retroactively available to the first day.

What This Job Offers

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