Vacations Ops Continuity Consultant

As a Vacation Operations Continuity Consultant supporting Travel Products for the Customer Operations Team, you'll serve as a trusted operations insight partner, shaping in market readiness, travel safety, itinerary continuity, and disruption response to protect the Customer experience. You’ll support emergency and disruption management, including hotel audits, while using strong analytical and storytelling skills to identify trends, risks, and improvement opportunities. This role translates in market insights into clear requirements and data-driven recommendations, partnering cross-functionally to improve measurement and visibility while turning Customer and operational impacts into prioritized policy and technology solutions.

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. 
 

Responsibilities

• Translate insights and Customer experience impacts into clear, actionable narratives and recommendations for Leaders and cross-functional partners

• Contribute subject matter expertise to backlog brainstorming and prioritization discussions

• Define and document clear, actionable operational, experience, and data requirements to inform policy changes and Technology features, enhancements, and fixes

• Identify trends, risks, and improvement opportunities related to in-market operations, travel safety, itinerary continuity, and disruption impacts on the Customer experience and advise leadership on targeted next actions

• Analyze operational and Customer experience data from multiple sources to surface insights that inform readiness, prioritization, and risk mitigation decisions

• Identify data, measurement, and visibility gaps that limit understanding of operational performance or Customer impact

• Partner as subject matter expert with Analytics, Technology, Product, and Operations teams to improve data tracking, reporting, validation, and instrumentation

• Develop, maintain, and evolve reporting, dashboards, and analytical outputs that provide visibility into trends, risks, and operational readiness

• May perform other job duties as directed by Employee’s Leaders

Knowledge, Skills and Abilities

• Knowledge of Customer Operations and in-market operational readiness within a high-volume, customer-facing environment

• Skilled in collecting, analyzing, and interpreting operational and Customer experience data from multiple sources to identify trends, risks, and opportunities

• Skilled in developing, evolving, and maintaining dashboards, reporting, documentation, and analytical outputs that support operational decision-making

• Ability to identify data and measurement gaps and partner to improve tracking, validation, and instrumentation

• Ability to translate complex insights and Customer impacts into clear, actionable narratives and recommendations for Leaders and cross-functional stakeholders

• Ability to define and document clear requirements that reflect operational needs and Customer experience outcomes

• Ability to collaborate cross functionally and influence Stakeholders across the Enterprise

• Ability to manage ambiguity, prioritize effectively, and exercise sound judgement

Education

• Required: High School Diploma or GED

Advanced level experience, seasoned and specialized knowledge in:

• Customer Operations, Operations Insights, Business Operations, Analytics, or related fields

• Partnering with front‑line Customer Operations teams in complex, multi‑channel environments

• Analyzing operational and Customer experience trends to influence decisions

• Influencing leaders through data, insights, and recommendations without direct ownership of strategy or delivery teams

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

• Must be a U.S. citizen or have authorization to work in the United States

• Must be at least 18 years of age

• Must be able to comply with Company attendance standards

• Flexibility to support operational continuity needs, including intermittent escalation events

Pay & Benefits:

Competitive market salary from $89,450.00 - $99,400.00 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 401(k) retirement savings 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: 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