Southwest Airlines Co.

  • Emerging Leader Development Program

    Post Begin Date 2 weeks ago(8/7/2018 11:00 AM)
    Requisition ID
    2018-24533
    Airport Code
    HDQ
    Category
    Airport Positions
    Location
    US-TX-Dallas
    Employment Type
    Regular Full-Time
    Department
    03-Ground Ops
  • Overview

    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.

    Responsibilities

    OVERVIEW OF THE EMERGING LEADER DEVELOPMENT PROGRAM

    ELDP is an 18-month job rotational program consisting of on-the-job training, with an emphasis in Leadership Development.  During the course of the program, participants work as Supervisors in their assigned host locations in three areas in the Operations that can include, but are not limited to: Customer Service, Ramp, Provisioning, and Customer Support & Services.  Participants in the program receive on the job training, Southwest Airlines Leadership Training, and rotate and work as a Leader in the various Operations positions. In a fast-paced environment that is always evolving, ELDP graduates have the advantage of Leadership experience in several areas of Southwest Operations. For the duration of the program, participants are based at one or two of our Southwest Airlines locations, based on need and availability of training resources. Successful completion of the program requires participants to attend all scheduled meetings and trainings, successfully meet objectives and expectations for each rotation, and graduate from the program. Upon completion, graduates will be placed in a Southwest Airlines location based on business need and must commit to one year in that location.

     

    How does ELDP impact Southwest Airlines?

    We need great Leaders in the Operation to keep our Planes flying and Our Customers Happy, but also to support our Frontline Employees and create an environment where Living and Working the Southwest Way are possible. We expect that our Leaders Develop People, Build Great Teams, and Think Strategically to make sure that as a Company we can continue to Connect People to what is important in their lives through friendly, reliable, and low cost air travel, all while striving to be the world’s most Loved, Most Flown, and Most Profitable Airline. Without great Leaders serving our great Employees on the Frontline, this would not be possible.

     

    What would an ELDP Rotation Look like?

    Participants generally rotate in three areas of the Operation that could include, but is not limited to:

     

    Above the Wing

    Our Frontline Employees that work above the Wing interact directly with Southwest Airlines Customers. They make sure that our Customers make it safely on the Plane with a smile on their face. These are our Agents at the Gates and throughout the Airports that assist our Customers with everything from checking a bag to boarding the plane. As a leader in Above the Wing you may help with:

    • Resolving escalated Customer needs
    • Setting clear expectations daily and communicating process changes to Employees
    • Review work performance of Operations and Customer Service Agents to ensure that work performance, attendance, and appearance meet Company Requirements
    • Reallocate Agents during the day to meet operational needs and determine overtime as needed
    • Works closely with fellow Supervisors and Leadership to achieve Station objectives
    • Assists in training Operations, Customer Service and Skycaps (in locations with SWA skycaps) Agents to ensure that they are aware of appropriate regulations, procedures, and Company policies.

     

    Below the Wing

    Our Leaders Below the Wing directly impact on time performance and customer satisfaction while serving on the Ramp or Provisioning. They provide excellent Customer Service by understanding that Customer’s belongings are special to them. It isn’t about throwing bags onto a plane, it’s about providing special care and attention to things that are special to our Customers while working efficiently and quickly to keep costs low and aircrafts on time.  They also have an impact on the Customer’s inflight experience. Making sure the Plane is stocked appropriately ensures Customers receive our legendary Hospitality 30,000 feet in the air.

    • Actively coordinates with Operations, Customer Service, Maintenance, Ramp, and Dispatch to maintain the station’s on-time performance.
    • Ensure all Ramp Personnel are properly assigned and utilized and requests overtime as needed.  Oversees breaks and lunch periods to control Employee productivity.
    • Assists in training Ramp Agents to ensure that they are aware of appropriate regulations, procedures, and Company policies. 
    • Evaluates the work performance of Agents to ensure that their work performance, attendance, and appearance meet Company requirements.
    • Monitors the handling and operating condition of all ramp equipment and all other tools and equipment needed for ramp services.  Makes sure ground equipment is serviced and fueled as necessary.
    • Knowledge of Contract and other policies and procedures.    
    • Orders, receives, and inventories Provisioning supplies. 
    • Responsible for ensuring that all Provisioning vehicles and work areas are kept clean.

    Call Center – Customer Support & Services  (CS&S)

    Our Leaders within our Call Centers support our Employees who have a Heart for Customer Service. Providing legendary Hospitality to our Customers that contact us is very important to keep Customers happy and flying Southwest. Leaders here are able to serve our Agents by coaching and developing and interceding when necessary with our Customers.

    • Communicating, Coaching, and Developing our Employees at the Call Centers
    • Continuously seeks out relevant trends or important issues and communicating them to Peers and Leaders.
    • Provides daily support for job-related questions and approvals.
    • Works with Team members to set career goals and develop career paths.
    • Handles escalated Customer contacts.
    • Takes a Leadership role in key committees and in planning/coordinating Center activities. 

    Qualifications

    EDUCATION: .

    • High School Diploma, GED or equivalent education required.
    • College coursework preferred.

     WORK EXPERIENCE: 

    • Veteran/ Military experience and leadership backgrounds welcomed.
    • History of roles demonstrating progressive responsibility.
    • Previous leadership position/ project leadership preferred.  
    • Previous Airline experience is a plus.
    • Previous People Leadership experience in a work environment is preferred.

    LICENSING/CERTIFICATION: 

    • Must be able to obtain a SIDA badge and meet all local airport requirements.
    • Must be able to meet GSC qualifications.
    • Must possess a valid state motor vehicle operator's license.
    • May be required by Station Leadership to obtain a Customs Seal and meet all requirements to work international flights.
    • Must comply with DOT drug and alcohol testing program. 

    PHYSICAL ABILITIES: 

    • Must be able to lift and move items of 70 pounds and/or more on a regular basis and repetitively lift weights of 40 to 50 pounds on raised surfaces.
    • Must be able to climb, bend, kneel, crawl, and stoop on a frequent basis and for extended periods.
    • Must be able to work in cramped or high places.
    • Must be able to work outside, exposed to a wide variety of weather conditions for extended periods of time.
    • Must be able to work around machinery noises, fumes, dirt and dust for extended periods of time.
    • Must be able to carry heavy items up and down jet way stairs.
    • Must maintain the ability to wear prescribed uniforms. 

    SKILLS/ABILITIES/KNOWLEDGE/WORK STYLE:

    • Must possess the ability to create and model a stewardship/ Servant’s-Heart based Customer Service environment to both Internal and External Customers.
    • Experience in verbal and written communication skills including work experience that demonstrates the ability to articulate and influence at all levels of the organization with confidence.
    • Must be able to read documents, follow instructions, learn, understand and teach operations procedures, rules and regulations.
    • Experience with change management and ability to effectively guide Teams through process evolution and enhancements.
    • Demonstrates complex situation assessment, innovative resolution skills, and value based decision making under time constraints.
    • Must be able to embrace the core competencies of assigned workgroup and develop the Team dynamic within those competencies.
    • Evaluates the work performance of Agents to ensure their performance, attendance and appearance meet Company guidelines.
    • Must be able to lead during emergency situations with calm strength and with safety as the priority.
    • Performs special tasks as delegated by Station Leadership.
    • Mentors Agents for future Leadership opportunities.
    • Must be able to be alert to moving vehicles and aircraft, and use radio equipment.
    • Demonstrated technical proficiency in computer applications including Microsoft Office suite, etc. as well as using a keyboard with sufficient speed to meet operational need.
    • Must be able to comply with Company attendance standards as described in established guidelines. 

     

    OTHER QUALIFICATIONS:

    • Must be at least 20 years of age.
    • Foreign language skills a plus.
    • Must be able to work a variety of shifts, and overtime as needed.
    • Must be able to travel for scheduled training and meetings.
    • Must be willing to relocate to utilize the individual’s respective talent where it is most needed.
    • Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.
    • Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986. 

     

     

    Southwest Airlines is an Equal Opportunity Employer.

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