Manager Vacations In-Market Operations Job at Southwest Airlines
Department: Marketing
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 People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what’s important in their lives through friendly, reliable, and low-cost air travel. The Manager Vacations In-Market Operations invests in the future of Southwest’s People by ensuring Southwest’s Legendary Hospitality is delivered across all components of a Southwest Vacations Customer’s travel journey. This role leads a Team and works collaboratively with various internal and external Teams and Leaders in order to manage Customer policies, oversee compliance and Safety, and strategically carry out in-market Customer operations for our Vacations products. Primary duties include developing key relationships with tourism boards/partners, overseeing our VIP/special services, providing destination marketing support, auditing, implementing surveys providing escalation/resolution support, emergency response, and responding to irregular operations. The Manager Vacations In-Market Operations is excited to bring their continuous improvement mindset and ability to champion a Team to this important space, where they’ll have the opportunity to drive their own career with Heart and the future of Southwest.
As the Manager Vacations In-Market Operations, you can expect:
Knowledge of Southwest Hospitality and Brand, experience with partner/account development, and/or People Leadership experience in may be beneficial in transitioning to this role but are not required.
Fly for free, as a privilege, on any open seat on all Southwest flights—your eligible dependents too.
Up to a 9.3% 401(k) Company match, dollar for dollar, per paycheck.*
Potential for annual ProfitSharing contribution toward retirement - when Southwest profits, you profit.**
Explore more Benefits you’ll love: swa.is/benefits
For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the company.
U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.
Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.
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
Oversee vacation-specific operational activities in key US domestic and international destinations
Supervise and train in-market resources to ensure operational coverage, delivery of the Southwest Vacations brand, customer commitments, and goodwill gestures
Identify opportunities to improve vacation-specific customer service procedures for operational efficiencies
Build and nurture partner relationships with local organizations, hotels, ground transportation companies, and tour operators in coordination with the partner engagement team
Oversee delivery of in-trip customer support and services for VIPs, special requests, and off-schedule operations in partnership with the contact center and Customer Engagement teams
Execute in-market audits and assessments to ensure enforcement of customer service policies, health and safety protocols as well as brand and quality standards for vacation package customers
Support in-destination product and marketing activities by contributing content to Marketing teams (i.e. research, photos, videos) and assisting with local logistics to deliver key customer experiences
Ensure prompt identification and resolution of escalated customer and partner issues while implementing prevention measures
May perform other job duties as directed by Employee’s Leaders
Knowledge, Skills, and Abilities
Knowledge of customer service best practices in travel and hospitality
Skilled in written and verbal communication including the ability to communicate complex issues in a structured and concise manner
Ability to analyze multiple or complex data to improve customer experience KPIs
Ability to project poise, confidence, and maturity in both internal and external situations, as well as during stressful situations from tight deadlines and competing priorities
Ability to take initiative and assume accountability for achieving results Education
Required: High School Diploma or GED
Experience
Demonstrated experience in directly or indirectly leading team(s)
Fully functioning, broad knowledge in:
Travel and/or hospitality industry
Long-term customer relationship building
Customer service and issue engagement, escalation, and resolution
Licensing/Certification
N/A
Ability to communicate and interact with others in the English language to meet the demands of the job
Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
Must be at least 18 years of age
Must be able to comply with Company attendance standards as described in established guidelines
Must be able to travel up to 40% with ability and willingness to work flexible hours, including weekend, holidays and late nights as needed
Southwest Airlines is an Equal Opportunity Employer.
Please print/save this job description because it won't be available after you apply.
Please Note :
bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.
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 People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what’s important in their lives through friendly, reliable, and low-cost air travel. The Manager Vacations In-Market Operations invests in the future of Southwest’s People by ensuring Southwest’s Legendary Hospitality is delivered across all components of a Southwest Vacations Customer’s travel journey. This role leads a Team and works collaboratively with various internal and external Teams and Leaders in order to manage Customer policies, oversee compliance and Safety, and strategically carry out in-market Customer operations for our Vacations products. Primary duties include developing key relationships with tourism boards/partners, overseeing our VIP/special services, providing destination marketing support, auditing, implementing surveys providing escalation/resolution support, emergency response, and responding to irregular operations. The Manager Vacations In-Market Operations is excited to bring their continuous improvement mindset and ability to champion a Team to this important space, where they’ll have the opportunity to drive their own career with Heart and the future of Southwest.
As the Manager Vacations In-Market Operations, you can expect:
Knowledge of Southwest Hospitality and Brand, experience with partner/account development, and/or People Leadership experience in may be beneficial in transitioning to this role but are not required.
Fly for free, as a privilege, on any open seat on all Southwest flights—your eligible dependents too.
Up to a 9.3% 401(k) Company match, dollar for dollar, per paycheck.*
Potential for annual ProfitSharing contribution toward retirement - when Southwest profits, you profit.**
Explore more Benefits you’ll love: swa.is/benefits
For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the company.
U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.
Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.
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
Oversee vacation-specific operational activities in key US domestic and international destinations
Supervise and train in-market resources to ensure operational coverage, delivery of the Southwest Vacations brand, customer commitments, and goodwill gestures
Identify opportunities to improve vacation-specific customer service procedures for operational efficiencies
Build and nurture partner relationships with local organizations, hotels, ground transportation companies, and tour operators in coordination with the partner engagement team
Oversee delivery of in-trip customer support and services for VIPs, special requests, and off-schedule operations in partnership with the contact center and Customer Engagement teams
Execute in-market audits and assessments to ensure enforcement of customer service policies, health and safety protocols as well as brand and quality standards for vacation package customers
Support in-destination product and marketing activities by contributing content to Marketing teams (i.e. research, photos, videos) and assisting with local logistics to deliver key customer experiences
Ensure prompt identification and resolution of escalated customer and partner issues while implementing prevention measures
May perform other job duties as directed by Employee’s Leaders
Knowledge, Skills, and Abilities
Knowledge of customer service best practices in travel and hospitality
Skilled in written and verbal communication including the ability to communicate complex issues in a structured and concise manner
Ability to analyze multiple or complex data to improve customer experience KPIs
Ability to project poise, confidence, and maturity in both internal and external situations, as well as during stressful situations from tight deadlines and competing priorities
Ability to take initiative and assume accountability for achieving results Education
Required: High School Diploma or GED
Experience
Demonstrated experience in directly or indirectly leading team(s)
Fully functioning, broad knowledge in:
Travel and/or hospitality industry
Long-term customer relationship building
Customer service and issue engagement, escalation, and resolution
Licensing/Certification
N/A
- Physical Abilities
Ability to communicate and interact with others in the English language to meet the demands of the job
Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job
- Other Qualifications
Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
Must be at least 18 years of age
Must be able to comply with Company attendance standards as described in established guidelines
Must be able to travel up to 40% with ability and willingness to work flexible hours, including weekend, holidays and late nights as needed
- 401(k) match contributions are subject to the plan’s vesting schedule and applicable IRS limits
Southwest Airlines is an Equal Opportunity Employer.
Please print/save this job description because it won't be available after you apply.
Please Note :
bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.