Airport CS Supervisor – Lead & Drive On-Time Service

Southwest Airlines Co.; Phoenix (AZ); On-site; USD 50,000 - 52,000; Full time

Benefits offered by this job

Fly for free

401(k) match up to 9.3%

Short Term Incentive bonus

Profit-sharing

Health insurance

Health plan from day 1

Job summary

Southwest Airlines Co. is seeking a Supervisor Customer Service in the Ground Operations department at Phoenix. You will lead Customer Service Agents, Operations Agents, and Skycaps to ensure safe, timely service and excellent customer experience.

You will monitor scheduling, performance, and daily reports while communicating updates to the team. The role emphasizes people leadership, problem solving, and cross-functional collaboration to keep flights on schedule and customers satisfied every

Qualifications

• Experience leading customer service teams, preferably in aviation or transportation.
• Strong communication and interpersonal skills with the ability to coach staff.
• Ability to monitor schedules, performance metrics, and reports to improve service.
• Knowledge of safety, security, and regulatory requirements for airport operations.

Responsibilities

• Coordinate with departments to maintain station on-time performance and customer satisfaction.
• Respond to customer questions, requests, or complaints promptly and professionally.
• Oversee day-to-day airport operations with focus on safety and compliance.
• Create staffing plans, build shift bids, and manage daily payroll and attendance.
• Ensure labor contracts are administered effectively and disputes are minimized.
• Lead team with coaching, development, and engagement initiatives.

Skills

Customer service

Leadership

Communication

Problem solving

Team coordination

Job description

Southwest Airlines Co. is seeking a Supervisor Customer Service in the Ground Operations department at Phoenix. You will lead Customer Service Agents, Operations Agents, and Skycaps to ensure safe, timely service and excellent customer experience.

You will monitor scheduling, performance, and daily reports while communicating updates to the team. The role emphasizes people leadership, problem solving, and cross-functional collaboration to keep flights on schedule and customers satisfied every