Airport Operations Supervisor — Lead Customer Service Team

Southwest Airlines Co.

Arlington (VA)

On-site

USD 50,000 - 52,000

Full time

3 days ago

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Benefits offered by this job

Free flight benefits

401(k) match up to 9.3%

3% STI bonus

Profit sharing

Health insurance

Health plan from day 1

Job summary

Southwest Airlines seeks a Supervisor Customer Service to lead Customer Service Agents, Operations Agents, and Skycaps, ensuring safety, timeliness, and exceptional customer care. You will monitor scheduling, training, and daily reports while coordinating with Airport Operations teams to keep flights on schedule.

The role emphasizes leadership, ongoing development of staff, and delivering friendly, reliable service in a fast-paced airport environment.

Qualifications

Knowledge of customer service principles and how to meet customer needs.
Understanding of company policies, safety and staffing requirements.
Experience in leading teams, scheduling, and reporting.

Responsibilities

Actively coordinate with all departments to maintain on-time performance and customer satisfaction.
Respond to and resolve customer questions, requests, or complaints.
Oversee daily airport operations to ensure safety and compliance; manage training and scheduling.
Coordinate with departments to provide status updates to leaders and employees.
Forecast operational needs and monitor performance metrics to meet targets.
Assist in building shift bids and daily work assignments; monitor overtime usage.
Ensure proper administration of labor contracts and minimize disputes.
May perform other duties as assigned by leadership.