Senior Manager, CARE Analytics & AI Insights

swa; Dallas (TX); Presencial; USD 140 000 - 200 000; Tempo integral

Resumo da oferta

Southwest Airlines seeks a Senior Manager CARE Performance & Analytics to lead the CARE Analytics and Reporting Team. You will drive reporting, forecasting, and BI initiatives that improve customer outcomes and employee effectiveness, partnering across CARE, Technology, Finance, and other teams to guide priorities and investments.

You will translate complex performance data into clear executive dashboards, influence strategic decisions, and build a culture of data-driven transformation at the

Qualificações

• Experience in department or contact center operations and analytics.
• Knowledge of data governance, SQL, cloud-based data environments and BI platforms.
• Experience with AI, automation, and digital servicing metrics.
• Ability to translate data into executive-level dashboards and narratives.

Responsabilidades

• Lead the CARE Analytics and Reporting Team and set priorities.
• Develop dashboards and scorecards to communicate the health of department operations.
• Forecasting and capacity analytics for workforce planning.
• Partner with cross-functional teams to improve data quality and reporting capabilities.
• Recruit and develop team members; foster inclusion and growth.

Conhecimentos

Leadership

Analytics

SQL

AI & Automation

Dashboards

Ferramentas

BI platforms

Descrição da oferta de emprego

Southwest Airlines seeks a Senior Manager CARE Performance & Analytics to lead the CARE Analytics and Reporting Team. You will drive reporting, forecasting, and BI initiatives that improve customer outcomes and employee effectiveness, partnering across CARE, Technology, Finance, and other teams to guide priorities and investments.

You will translate complex performance data into clear executive dashboards, influence strategic decisions, and build a culture of data-driven transformation at the