New

Assistant Manager Customer Service - MDW

Southwest Airlines
401(k)
United States, Illinois, Chicago
Sep 04, 2025
Department: Ground Operations 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: * For external applicants only: (1.) Southwest Airlines will consider your interest for this position if you are currently a resident of the State of Illinois or Indiana. (2.) Southwest Airlines will not consider your interest for this position if you have been interviewed by phone, virtually, and/or inperson and not selected for the Assistant Manager Customer Service position at MDW within the last 12 months.* Job Summary The People of Southwest Airlines come together to deliver on our Purpose, which is to connect People to what's important in their lives through friendly, reliable, and low-cost air travel. Our Assistant Manager Customer Service supports our Purpose in their work championing Customer Service Teams at our station. This role works collaboratively with Leaders in Ground Operations to coordinate all Station functions, ensure a safe operation, foster Southwest Hospitality, and drive on-time performance. The Assistant Manager Customer Service brings their leadership and unique background to this growing Station, where they'll have an opportunity to drive the future of Ground Operations. Additional details A role that includes working assigned shifts. Shifts can include early mornings, late evenings, weekends, and holidays. U.S. citizenship or current authorization to work in the U.S. required and no current orfuture workauthorization 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 to: 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 Actively coordinate with all Departments to maintain the Station's on-time performance Monitor staffing in all areas and verify that overtime is used properly Drive performance processes by setting goals and objectives, monitoring results against key metrics, and holding responsible parties accountable for results Maintain a safe working environment and institute programs designated to help reduce accidents and injuries Assure proper administration of labor contracts or agreements, emphasizing minimal labor disputes Oversee day-to-day airport operations to create a safe, secure, and legally compliant service-conscious environment Advise Management and other departments in understanding the assigned functional work area's purpose, current workload, and methodology for assignment delivery Coach and develop to establish a diverse talent pipeline Complete assigned and project tasks with minimal direction Meet or exceed performance goals through effective decisions May perform other job duties as directed by Employee's Leaders Knowledge, Skills, and Abilities Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources Knowledge of principles and processes for providing Customer and personal services including Customer needs assessment, meeting quality standards for services, and evaluation of Customer satisfaction Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography, and transcription, designing forms, and other office procedures and terminology Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems Skilled in assessing the performance of yourself, other individuals, or organizations to make improvements or take corrective action Ability to listen to, understand and communicate ideas presented in writing and/or in speaking with others Ability to tell or recognize when something is wrong or is likely to go wrong Ability to apply general rules to specific problems to produce answers that make sense Education Required: High School Diploma or GED Experience Fully functioning, broad knowledge of Airline Operations Licensing/Certification Must be able to obtain a SIDA badge and meet all local airport requirements 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 Ability to perform physical activities such as lifting (50lbs.), standing, sitting, pulling, pushing, squatting, climbing, walking, kneeling, reaching, crawling, and writing 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 the 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 Pay & Benefits: Competitive market salary from $95,750 per year to $106,400 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, which includes a dollarfor-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings** * Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan-when Southwest profits, you profit*** * Competitive health insurance for you and your eligible dependents * Southwest offers health plan coverage options that start from the very first day of employment. You'll have 30 days to select and enroll in your health plan, and coverage will be retroactively available to your first day of employment. * Explore more benefits you'll love: https://careers.southwestair.com/benefits Pay amount doesn't guarantee employment for any particular period. 401(k) Company match contributions are subject to the plan's vesting schedule. Match contributions may vary based on the position. Profit-sharing contributions are subject to the 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.