Senior Manager Customer CARE Workforce Management

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.

The Senior Manager Customer CARE Workforce Management   is responsible for   leading Workforce Management functions across forecasting, capacity planning, scheduling, and intraday operations for voice, digital, and back-office Customer operations. The role provides strategic and operational leadership to align workforce planning, staffing execution, operational performance, and service delivery with customer experience, employee experience, and financial goals.   They'll   serve   as the centralized Workforce Management Leader for governance, operational stability, performance management, Team development, and workforce transformation initiatives.   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 Workforce Management functions, including forecasting, capacity planning, scheduling, and intraday operations teams supporting voice, digital, and back-office customer operations Establish Workforce Management standards, governance processes, and performance expectations aligned to operational and business objectives Oversee operational performance, staffing execution, service stability, and workforce support for Customer initiatives, product initiatives, disruptions, and high-volume events Support workforce budgeting, staffing models, capacity strategies, labor optimization, and efficiency initiatives Lead and develop Workforce Management Leaders and analysts through performance expectations, coaching, and development planning Create and sustain a high-performing and operationally disciplined Workforce Management Team culture Partner with Operations, Finance, Technology, Vendor Management, Strategy, Enablement, HR, and other stakeholders to support workforce and business objectives Identify and support workforce modernization, automation, AI-enabled tools, reporting, and continuous improvement initiatives Drive scalable Workforce Management models and execute AI-enabled customer call containment strategies consistent with operational needs May perform other job duties as directed by Employee’s Leaders Knowledge, Skills, and Abilities Knowledge of Workforce Management principles, operational performance management, and workforce governance practices Knowledge of forecasting, scheduling, capacity planning, and intraday operations in customer operations environments Skilled in labor optimization, workforce budgeting, staffing models, and