Department:

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 Manager Travel Portal Product CRM leads the strategy and continued evolution of Southwest Business Assist, helping simplify the travel experience for corporate Customers and travel partners. In this role, you’ll provide product direction for the Travel Portal and Salesforce Experience Cloud CRM solution while developing and mentoring a Team committed to delivering scalable, innovative digital solutions. You’ll collaborate with Technology, Architecture, Marketing, and Southwest Business partners to move new capabilities from concept to production, establish priorities, and ensure solutions align with business needs and Customer expectations. By guiding platform enhancements, release planning, data insights, and cross-functional initiatives, you’ll help improve the Customer experience, increase digital adoption, create operational efficiencies, reduce costs, and support revenue growth.

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

• Work cross-functionally with enterprise partners (primarily technology, architecture & marketing teams) to take new business requirements from concept into productionized environment for Southwest Program Travel Portal offerings
• Develop a deep knowledge of the instance and Travel Portal CRM platform and how it supports the Southwest Business organization, in addition to leveraging that knowledge and experience to advise the business on best practices and requirements for optimizing the use of our instance
• Communicate effectively with partners across Southwest Business (each pillar of the organization) and have a deep level of involvement/understanding of each team’s processes to help drive success for new initiatives through Travel Portal solutions
• Work cross-functionally with enterprise partners (primarily technology, architecture & marketing teams) to take new business requirements from concept into productionized environment for Southwest Program Travel Portal offerings
• Define, prioritize, and clarify business priorities and requirements; work with others to understand use cases, features, business and technical domain rules; and work with team to deliver on those needs
• Oversee teams’ collection, summation, and analysis of Travel Portal data to build and provide reports/dashboards that are meaningful to driving the business
• Identify and evaluate new features and functionality related to the seasonal release management schedule, engage team for any development work and communication plans
• May perform other job duties as directed by Employee’s Leaders

Knowledge, Skills and Abilities

• Knowledge of the Experience Cloud Lightning UI platform and demonstrated experience in solving deep-rooted business problems
• Skill to facilitate focus groups, workshops, and interviews
• Ability to research and solve system and data integration issues
• Ability to work collaboratively and cross functionally with other departments, specifically Technology, Marketing, Cargo, and Customer Support & Services, Customer Relations, Architecture to probe/ask questions, and gather enterprise understanding of systems and information for program development
• Ability to manage workload with limited guidance and support in prioritization; effective managing to expectations and ability to scope/prioritize work with relatively high independence
• Ability to guide organizations around consensus for common vision, mission, and direction related to data and customer relationship management solution development
• Ability to work under demanding situations and manage time effectively

Education

• Required: High School Diploma or GED
• Required: Bachelor's Degree or equivalent work experience; Degree in Business, MIS, Computer Science, or Math

Experience

• Demonstrated experience in directly or indirectly leading team(s)
• Fully functioning, broad knowledge in:
  • Developing, implementing, and/or managing Customer Relationship Management tools
  • Leading strategic partnerships, People, and/or projects
  • Leveraging Salesforce.com certifications (ideally in the areas of Administrative, Developer, Sales Cloud, or Architect
  • Integrating data into Salesforce CRM platform
  • Relational database (Teradata, Oracle, Access, Microsoft SQL Server, or equivalent)
  • Management of large data (e.g. Alteryx, or equivalent knowledge of ETL functionality
  • Installing and configuring Salesforce app exchange products, such as DocuSign, Conga, B&D Optimizer, etc.

• Preferred: Experience using Salesforce Experience Cloud.

• Preferred: Experience using Salesforce Service Cloud.

• Preferred: Experience using Tableau.

• Preferred: Experience using Pardot.

Licensing/Certification

• At least one of the following certifications required: Salesforce.com Certified Administrator, Salesforce.com Advanced Certified Administrator, Salesforce.com Certified Developer, Salesforce.com Certified Experience Cloud Consultant, Salesforce.com Certified Service Cloud Consultant or Salesforce.com Certified Sales Cloud Consultant

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
• Must meet confidentiality expectations as to confidential, proprietary and sensitive Company information
• Extended work hours (nights and weekends) and travel may be required

Pay & Benefits

• Competitive market salary from $142,900 per year to $158,000 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 with Company contributions up to 9.3% of your eligible earnings**
• Potential for annual ProfitSharing 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: Benefits | Southwest Careers

*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

***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.
Please print/save this job description because it won't be available after you apply.