Customer & Brand Project Manager

Department: Customer Planning Strategy & Delivery

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 Customer & Brand Project Manager supports the Customer Delivery Team by Leading medium‑ to high‑complexity initiatives that deliver Customer‑facing products, capabilities, and improvements aligned with Southwest’s strategic priorities. They’ll partner across Customer Experience, Marketing, Digital, Loyalty, Customer Care, Operations, Technology, Finance, and other Teams to coordinate stakeholders, manage risks and dependencies, and drive execution from concept through implementation. They’ll work closely with Customer & Brand and Technology Leaders to ensure projects deliver business value and achieve intended outcomes. The Customer & Brand Project Manager leverages strong project management, communication, and relationship‑building skills to deliver impactful solutions that enhance the Customer and Employee experience.

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

• Define project plans including scope and schedules with inputs from Customer & Brand (business), Technology and other stakeholders around the Enterprise and dependencies from the rest of the Customer & Brand portfolio.
• Execute tasks defined in the project plan to achieve project goals and identify, communicate, and mitigate risks and issues throughout execution in alignment with project stakeholders.
• Coordinate with the Planning and Strategy team and other business leaders to develop and validate business cases with key stakeholders, as well as develop a project charter outlining initial project parameters
• Drive testing and acceptance of project results from the business perspective. Coordinate with business SMEs and testers to complete testing and validate Technology deliveries.
• Assess project needs continually and resources needed to complete projects on time and within budget. Work with Delivery leaders to resolve issues or resource demands as needed.
• Proactively monitor risks, issues, and scope, ensuring appropriate level or priority, visibility, and escalation. Work with leaders to understand and incorporate dependencies throughout the portfolio that may impact your initiatives.
• Communicate in a professional, compelling and well-thought-out manner in all types of interaction. Create a point of view, collaborate effectively, and present with poise and confidence to all levels of leadership throughout the Enterprise.
• Impact the environment of the direct team and the organization through a solution-oriented approach.
• Work with leaders to align priorities, constructively address project work, and build personal development plans.
• 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 project processes, problem management tools and procedures
• Knowledge of Microsoft Project, Visio, Microsoft Office Suite including SharePoint
• Ability to communicate effectively by listening intently, questioning appropriately, and articulating clearly in both written and verbal formats
• Ability to handle high volumes of work with ability to prioritize effectively and hit promised timelines
• Ability to deliver quality work within a low-cost environment
• Ability to demonstrate high emotional intelligence in various situations dealing with both customers and fellow employees
• Ability to establish and maintain effective working relationships with other departments to influence business decisions

Education

• Required: High School Diploma or GED

Experience

• Advanced level experience, seasoned and specialized knowledge in:
  • Project management, including non-technology and technology initiatives
  • Program management, including non-technology and technology initiatives

• Preferred: Knowledge and application of Project Management methodologies, principles, and best practices including typical software development methodologies like waterfall and Agile.
• Preferred: Airline project management skills or other related industries

Licensing/Certification

• N/A

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
  
  

Pay & Benefits:

• Competitive market salary from $103,750 to $115,300 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 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.

Southwest Airlines is an Equal Opportunity Employer.
Please print/save this job description because it won't be available after you apply.