Mgr NOC Product Support

Department:

Network Operations Control

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.

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Southwest firmly believes that our People are our greatest asset, and Leaders within the Company support our People by ensuring all have equal opportunity for learning and personal growth. The Manager Network Operations Control (NOC) Product Support leads a Team of Product Support Specialists to ensure the maintenance of critical software and systems utilized in the daily execution of the flight schedule, including enhancements on SWIFT. This role coordinates with Technology, addresses defects, and reports on issues. The Manager NOC Product Support is a strong People Leader and strategic problem-solver who is excited about the opportunity to collaborate with many workgroups throughout the Company and support a seamless operation of flight dispatch functions.

Additional Details

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  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.

  
  


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  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 the team's day-to-day activities, including responding to inquiries, troubleshooting technical issues, and resolving complex problems related to the NOC software, applications, and systems


• Ensure timely and effective resolution of support requests to minimize operational disruptions


• Implement and maintain quality assurance processes to monitor and improve the quality of support provided by the team


• Conduct regular reviews and audits to identify areas for improvement


• Develop and maintain comprehensive documentation, including user guides and training materials, to facilitate knowledge sharing and training of dispatch center staff


• Coordinate training sessions for dispatch center personnel on software and system updates


• Collaborate with software vendors and internal stakeholders to report and escalate technical issues, track bug resolutions and coordinate software updates and enhancements


• Define and monitor key performance indicators (KPIs) to measure the team's performance and report progress to Sr Leadership


• Provide decision support to product management Team and help them navigate communication with Senior Team Members when necessary


• May perform other duties as directed by Employee's Leader

Knowledge, Skills and Abilities

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  Knowledge of NOC product development concepts from the product management point of view

  
  


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  Knowledge of Customer research, web analytics, user experience and design, financial and other data to prioritize plans

  
  


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  Expert knowledge of aviation operations

  
  


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  Skilled in evaluating business problems and triage to resolution

  
  


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  Skilled in collecting, organizing, visualizing, and assimilating data, including turning raw data into meaningful information using data-oriented programming languages and visualization software

  
  


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  Skilled in analytical and problem solving

  
  


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  Ability to communicate clearly and drive a high level of focus and excellence

  
  


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  Ability to work with Partner teams (Technology, Dispatchers, SODs) to understand issues and bring to resolution

  
  


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  Ability to collaborate effectively with cross-functional teams

  
  


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  Preferred: Experience with SWIFT and Maintenance Systems

  
  


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  Preferred: Experience with Flight Planning

  
  

Education

• Required: High School Diploma or GED

Experience

• Demonstrated experience in directly or indirectly leading team(s)


• Fully functioning, broad knowledge in:


• Progressive Product Management


• Product Support


• Operational and/or Technology environment

Licensing/Certification

• N/A

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


• Ability to work extended hour and travel based on operational needs

Pay & Benefits:

Competitive market salary from $132,250 per year to $152,500 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)


• Up to a 9.3% 401(k) Company match, dollar for dollar, of your eligible pay, per paycheck *


• Potential for annual Profit Sharing contribution toward retirement - when Southwest profits, you profit


• 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 the plan's vesting schedule and applicable IRS limits

• Profit Sharing 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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Responsibilities The Manager Network Operations Control (NOC) Product Support leads a Team of Product Support Specialists to ensure the maintenance of critical software and systems utilized in the daily execution of the flight schedule, including enhancements on SWIFT. This role coordinates with Technology, addresses defects, and reports on issues. Model the Southwest WayGuide 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. ResponsibilitiesOversee the team's day-to-day activities, including responding to inquiries, troubleshooting technical issues, and resolving complex problems related to the NOC software, applications, and systems. Ensure timely and effective resolution of support requests to minimize operational disruptions. Implement and maintain quality assurance processes to monitor and improve the quality of support provided by the team. Conduct regular reviews and audits to identify areas for improvement. Develop and maintain comprehensive documentation, including user guides and training materials, to facilitate knowledge sharing and training of dispatch center staff. Coordinate training sessions for dispatch center personnel on software and system updates. Collaborate with software vendors and internal stakeholders to report and escalate technical issues, track bug resolutions and coordinate software updates and enhancements. Define and monitor key performance indicators (KPIs) to measure the team's performance and report progress to Sr Leadership. Provide decision support to product management Team and help them navigate communication with Senior Team Members when necessary. May perform other duties as directed by Employee's Leader. Knowledge of Customer research, web analytics, user experience and design, financial and other data to prioritize plans. Skilled in evaluating business problems and triage to resolution. Ability to work with Partner teams (Technology, Dispatchers, SODs) to understand issues and bring to resolution.