MD Digital Strategy & eCommerce

Department: Digital 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.

The Managing Director Digital Strategy & eCommerce supports Southwest’s digital ecosystem, including Southwest.com and the Southwest mobile app, by setting the vision and strategy for how Customers engage with the brand throughout their digital journey. They’ll Lead the evolution of Digital from an execution‑focused channel to a growth driver responsible for delivering measurable business, revenue, and Customer outcomes. They’ll partner across Commercial, Product, Marketing, Rapid Rewards, CoBrand, and Technology Teams to optimize digital experiences, drive conversion, increase ancillary revenue, and maximize the value of digital investments. The Managing Director Digital Strategy & eCommerce leverages strong Leadership, eCommerce, and business strategy expertise to drive performance, shape digital innovation, and deliver growth across Southwest’s digital channels. 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 Develop and lead the e-commerce strategy, vision, roadmap, annual business plan, and operating model in support of Southwest’s direct digital commerce, Customer, and commercial objectives Own the e-commerce performance agenda, including digital KPIs and agreed measures for traffic quality, shopping and booking conversion, digital booking and revenue contribution, Customer adoption, journey performance, and relevant product or ancillary attachment Establish a clear performance-management rhythm, including KPI hierarchy, funnel diagnostics, performance reviews, and action plans that translate Customer and business insight into measurable improvement Lead the commercial strategy and continuous optimization of end-to-end e-commerce journeys, including discovery, shopping, comparison, booking, and relevant post-booking digital experiences Lead the strategic digital merchandising agenda across products, offers, content, navigation, search, personalization, experimentation, and conversion optimization; partner with accountable Leaders on pricing, inventory, offer economics, product strategy, and audience strategy Set e-commerce functional priorities and investment sequencing within the approved e-commerce portfolio; identify tradeoffs, dependencies, capacity needs, and expected value for initiatives that require enterprise decisions Serve as the accountable e-commerce business Leader for capability investments by defining Customer problems, commercial value, business