Senior Manager CARE Performance & Analytics

swa; Dallas (TX); On-site; USD 140,000 - 200,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Analytics

SQL

AI & Automation

Dashboards

Tools

BI platforms

Job description

Department:

Customer CARE

Our Company Promise

We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

Job Description

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. They'll establish performance frameworks and translate operational and Customer data into actionable insights that improve Customer outcomes, Employee effectiveness, and operational performance. They'll partner across CARE, Technology, Finance, Customer Experience, Commercial, Operations, and People Teams to measure digital and AI-enabled capabilities and guide priorities and investments. The Senior Manager CARE Performance & Analytics leverages strong Leadership, analytical, and strategic thinking skills to evolve analytics from reporting results to proactively driving business decisions and performance.

Additional Details

The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX headquarters facility during business hours.

U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

We're committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics.

Model the Southwest Way

• 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 participating in continuous learning and development

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 clear 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
• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

• 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