Strategy & Delivery Project Manager

Southwest Airlines Dallas, Texas
strategy delivery project manager manager airlines leadership management people project management corporate stakeholders customer support support services
March 26, 2023
Southwest Airlines
Dallas, Texas
Department: Customer Support & Services

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 Strategy and Delivery Project Manager invests in the future of Southwest s Peop le by leading various projects for the Customer Support and Services Team. This role will work with various workgroups and vendors to ensure initiatives are fully developed , align ed with department need s , and implemented effectively. They will also manage the full life cycle of projects which includes but is not limited to managing business testing, overseeing training and troubleshooting, and providing solutions and recommendations to mitigate risks . The Strategy and Delivery Project Manager is a strong communicator (verbally and writt en) with great interpersonal skills and a continuous improvement mindset who enjoys working in a dynamic environme nt wher e t hey ll have the opportunity to drive the future of Project Management.

Additional details:

The culture of Southwest Airlines means we embrace a flexible workplace and value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. This role is a hybrid position based out of our Corporate Campus in Dallas, TX, which requires Employees to work onsite on our Corporate Campus at least three days a week. The Department designates the specific three days of the week Employees must work on-site.

U.S. citizenship or current authorization to work in the U.S. is required , and no current or future work authorization sponsorship available.

For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the Company.

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 .


Play a key role in defining the scope, business requirements, and success criteria for CS&S business initiatives

Develop project plans, and proactively manage risks, issues, and scope of CS&S-specific activities, ensuring the appropriate level of priority, visibility, and escalation

Gain buy-in for project goals and objectives, and drive stakeholders toward alignment

Lead and facilitate project meetings and presentations to leadership as needed to keep leadership informed of project activities

Responsible for intentional engagement with cross-functional teams within CS&S to ensure mutual understanding of project and business readiness

Communicate project plan and status to all impacted stakeholders and escalate to Leadership when appropriate

Demonstrate a solid understanding of the project deliverables and timeline, maintain a pulse of the project health and establishes self as primary point of contact for CS&S

Partner closely with other Teams/Departments to successfully plan, develop, and deliver CS&S initiatives

Develop and maintain positive internal and external relationships by constantly delivering value

Liaison with cross-functional partners to ensure new initiatives are aligned for operational needs of our Customer Representatives and support teams

Explore operational possibilities that lower costs and improve productivity and functionality for Customer Representatives

Coordinate Business Acceptance testing and acceptance of project deliverables

Communicate the business case for change and involve stakeholders in how to respond to changing circumstances

May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

Knowledge of Project Management methodologies, principles, and best practices including typical software development methodologies like waterfall, Agile, and SCRUM.

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 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

Knowledge of CS&S Operations, both from frontline and support perspectives

Ability to set priorities, develop timelines, monitor progress, and deliver on time


Required: High School Diploma or GED

Required: Bachelor s Degree or equivalent work experience


Intermediate level experience, fully functioning and broad knowledge in:

Project management

Process implementation



Physical Abilities

Ability to perform work duties from limited space workstation/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

Benefits you ll love:

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:

  • 401(k) match contributions are subject to the plan s vesting schedule and applicable IRS limits

** ProfitSharing contributions are subject to plan s vesting schedule and are made at the discretion of the Company

Southwest Airlines is an Equal Opportunity Employer.

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