Department:
Customer & Brand Analytics
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
Ready to lead the analytics that help shape Southwest’s customer and commercial strategies? As Manager Performance & Analytics, you will lead a Team of analysts responsible for delivering data-driven insights that inform marketing, loyalty, ancillary revenue, digital, and customer-focused initiatives. You will partner closely with leaders across the Customer organization, product Teams, and strategy groups to solve complex business challenges, uncover opportunities, and influence key decisions through quantitative analysis. In this role, you will oversee reporting and insights related to customer behavior, demand generation, website performance, and partner programs while helping stakeholders understand the story behind the data. Your Leadership will drive actionable recommendations, support strategic decision-making, and create measurable business impact for both Southwest Customers and the Company.
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 a high-performing analyst team responsible for delivering multiple, complex, hypothesis driven problems in an efficient manner by working with business owners to understand contextual problems and define, analyze, and deliver innovative solutions that address business needs and support departments strategic priorities
- Analyze business trends to create "state of the business by using statistical and advanced analytical techniques. Uses data analysis & business acumen to translate insights into opportunities for enhancements and needs
- Maintain a portfolio of projects and prioritize the delivery of those in partnership with internal customers & communicating results in a variety of venues with an audience ranging from business owners to Sr. Leaders
- Build and maintain cross-functional relationships
- Develop tools for more efficient data gathering and for strategic reporting and data analysis using relational databases, cloud-based data (AWS) & web data sources (Adobe, google etc.)
- Partner with data engineering and product teams to seek creative ways to improve the quality and accessibility of enterprise level data
- Recruit, develop, and retain individuals with the skills, attitude, and experience necessary to achieve goals/commitments as part of a high-performing, cohesive team
- Recognize achievements and advocate for career growth of employees to build a bench using mentorship, stretch opportunities, and training plans via a skills-based learning plan
- Create an environment where debate, dialogue and diversity of thought are encouraged, expected, and welcomed to foster high morale, integrity, trust and teamwork
- May perform other job duties as directed by Employee's Leaders
Knowledge, Skills and Abilities
- Knowledge of collecting, organizing, visualizing and assimilating data, including turning raw data into meaningful information using data-oriented programming languages and visualization software
- Expert knowledge in data visualization tools (Tableau, Power BI, etc), relational database management (SQL, teradata) web analytics tools (Adobe Analytics, Google Analytics etc.)
- Advanced knowledge of Microsoft Excel (pivot tables, V/H Lookups, charts, organizing data, conditional formatting, etc.) and Power Point (building, formatting, presenting, etc.)
- Knowledge of situational and strengths-based leadership to provide continuous coaching to unveil areas of opportunity for an employee in order improve team performance and hold team accountable
- Skilled in developing strong working relationships across all levels of the company including leadership, and communicating effectively to that network in a clear and concise way
- Skilled in demonstrating self-confidence and emotional intelligence in crucial conversations that result in positive action or change
- Skilled in developing talent to create a strong bench with adaptability to replace key positions in functional area
- Ability to anticipate changing circumstances, unexpected constraints, or challenges and develop ideas, processes, and approaches through creative problem solving to meet those simple to complex challenges
- Ability to translate objectives into well-defined plans, projects, and assignments for the team; managing the prioritization of the team’s work and making time sensitive decisions to move work forward while taking responsible risks to achieve goals
- Ability to create an inclusive team environment that encourages dialogue and empowers team to share varying perspectives
- Ability to build innovative solutions to meet the needs of internal Customers, with an eye on continuous improvement
Experience
Demonstrated experience in directly or indirectly leading team(s)
Fully functioning, broad knowledge in:
Data analysis & working with large and complex datasets
Visualization and presentation development and delivery
Data visualization tools (Tableau, Power BI, etc), relational database management (SQL, teradata) web analytics tools (Adobe Analytics or Google Analytics)
Solving ambiguous and complex problems through a systems thinking approach
Formally or informally growing and mentoring talent, skills and abilities across a diverse Team
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 $132,200 - $146,900* 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 with Company contributions 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 (including pets)
Southwest offers health plan coverage options that start from the very first day of employment. You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment.
Explore more Benefits you’ll love: https://careers.southwestair.com/benefits
*Pay amount does not guarantee employment for any particular period of time.
**401(k) match contributions are subject to Retirement Savings Plan vesting schedule and applicable IRS limits
***ProfitSharing contributions are subject to 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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