Assistant Manager Customer Service - MDW

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. Our Assistant Manager Customer Service supports our Purpose in their work championing Customer Service Teams at our station. This role works collaboratively with Leaders in Ground Operations to coordinate all Station functions, ensure a safe operation, foster Southwest Hospitality, and drive on-time performance.

• Actively coordinate with all Departments to maintain the Station's on-time performance
• Monitor staffing in all areas and verify that overtime is used properly
• Drive performance processes by setting goals and objectives, monitoring results against key metrics, and holding responsible parties accountable for results
• Maintain a safe working environment and institute programs designated to help reduce accidents and injuries
• Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes
• Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment
• Advise Management and other departments in understanding the assigned functional work area's purpose, current workload, and methodology for assignment delivery
• Coach and develop to establish a diverse talent pipeline
• Complete assigned and project tasks with minimal direction
• Meet or exceed performance goals through effective decisions
• May perform other job duties as directed by Employee’s Leaders

• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
• Knowledge of principles and processes for providing Customer and personal services including Customer needs assessment, meeting quality standards for services, and evaluation of Customer satisfaction
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography, and transcription, designing forms, and other office procedures and terminology
• Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Skilled in assessing the performance of yourself, other individuals, or organizations to make improvements or take corrective action
• Ability to listen to, understand and communicate ideas presented in writing and/or in speaking with others
• Ability to tell or recognize when something is wrong or is likely to go wrong
• Ability to apply general rules to specific problems to produce answers that make sense

• Fly for free on any open seat on all Southwest flights
• 401(k) with Company contributions up to 9.3%
• ProfitSharing contribution
• Competitive health insurance

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.