Department:
Customer Experience & Innovation
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:
Job Summary
As an Innovation Product Consultant, you’ll help shape the products and partnerships that elevate the Customer experience across Southwest. Supporting the Customer Amenities Team, you’ll guide strategy and execution for Customer-facing products such as WiFi and connectivity, food and beverage offerings, inflight entertainment, and other onboard amenities. You’ll serve as a connector among Operations, Technology, Marketing, Digital, other business stakeholders, and external vendors, translating Customer and business needs into clear product requirements, launch plans, and sustainable solutions. Through evidence-based recommendations, thoughtful product management, and strong cross-functional collaboration, you’ll help Teams navigate complex decisions, align around shared goals, and bring new experiences to life. Your work will shape and elevate how Southwest manages its amenities portfolio, build trusted partnerships, and deliver meaningful innovations that improve Customer satisfaction while reducing complexity and creating long-term value.
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.
Responsibilities
- Leads the product management of Customer-facing products, tools and experiences
- Sets the strategic plan to achieve business and design goals that may include prioritization of focus areas for innovation, optimization of new product deliveries and guiding the adaptation of adjacent processes
- Acts as the expert of the design, features and specifications of their products
- Leverages enterprise capabilities and coordinates with product stakeholders to establish a repeatable and efficient product delivery practice
- Collaborates with business analysts to monitor and analyze performance of assigned products processes, and experiences
- Supports executive decision making with evidence-based guidance and consulting
- Communicate timelines, risks, issues, key decisions to multiple stakeholders
- Encourage consensus among multiple parties with conflicting and diverse viewpoints
- Build confidence and sustain trusted relationships with key stakeholders
- May perform other job duties as directed by Employee’s Leader
Knowledge, Skills, and Abilities
- Ability to collaborate across multiple stakeholder groups and effectively communicate strategy and plans
- Skilled in deconstructing complex problems into opportunity areas
- Ability to use multiple types of quantitative and qualitative data to prioritize and value product enhancements
- Ability to use design thinking mindsets to solve complex problems and advocate for new solutions
- Knowledge of product management practices and ability develop and communicate new product design intent, mandatory features and required specifications
- Ability to manage and align interrelated products in both the physical and digital worlds
- Knowledge of project management practices and ability to hold multiple delivery teams accountable for meeting business objectives
- Skilled in process mapping and data visualization tools
- Ability to use an empathetic approach to change management practices when deploying new products or processes
- Ability to effectively listen to, understand, and communicate ideas presented in writing and/or in speaking with all levels of the organization
- Ability to quickly understand assignments and complete them with minimal leadership oversight
- Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Education:
- Required: High School Diploma or GED
Experience
- Advanced level experience, seasoned and specialized knowledge in:
- Leading complex cross-functional initiatives and aligning stakeholders at all levels
- Developing strategies, plans, and solutions to address complex or ambiguous problems
- Project management
- Change management
- Product management
- Preferred: Experience launching, managing, and amplifying partnerships
- Preferred: Experience launching and supporting technical products
- Preferred: Ability to translate business needs into product requirements and partner effectively with technical Teams without serving as the technical expert
Licensing/Certification
Physical Abilities
- Ability to perform work duties from limited space work station/desk/office area for extended periods of time
- 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 maintain a well-groomed appearance per Company appearance standards as described in established guidelines
- 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
Pay & Benefits
- Competitive market salary from $103,750 per year to $115,300 per year* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the Company.
Benefits you’ll love
- Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
- Southwest will help fund your Retirement Savings Plan, which includes a dollar-for-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings**
- Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan—when Southwest profits, you profit***
- Competitive health insurance for you and your eligible dependents
- Southwest offers health plan coverage options that start from the very first day of employment. You'll have 30 days to select and enroll in your health plan, and coverage will be retroactively available to your first day of employment.
- Explore more benefits you’ll love: https://careers.southwestair.com/benefits
*Pay amount doesn’t guarantee employment for any particular period.
**401(k) Company match contributions are subject to the plan’s vesting schedule. Match contributions may vary based on the position.
*** Profit-sharing contributions are subject to the Retirement Savings Plan vesting schedule and are made at the discretion of the Company.
Southwest Airlines is an Equal Opportunity Employer.
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