Supervisor Network Operations Control (NOC) Customer Planning

Department:

Network Operations Control

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:

Provide leadership and oversight to the NOC Customer Planning (NCP) Team, ensuring compliance with the IAM Collective Bargaining Agreement (CBA) while building, growing, and developing Team Members. Serve as the primary liaison on the NOC bridge during irregular operations, coordinating with key stakeholders to support customer recovery efforts and operational decision-making. Act as a subject matter expert in customer reaccommodation strategies, partnering with operational and technology teams to minimize disruption and enhance the Customer experience. The Supervisor NOC Customer Planning brings strong communication, leadership, and problem‑solving skills to support operational recovery, enhance the Customer experience, and drive effective outcomes during complex disruption

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

• Lead and oversee the NCP team by managing, developing, and guiding personnel to support the achievement of Customer Operations goals and objectives, while driving engagement, performance, and alignment with the broader Customer Mission.
• Collaborate with Revenue Management on current day and future Lid adjustments
• Provide continuous coaching to improve Team Member, Peer performance and business knowledge
• Develop and execute strategies and processes to improve performance and the value of products and services provided
• Evaluate Customer impact for offline diversions are managed accordingly
• Analyze Customers resolution during IROP, work with codeshare partners to ensure a seamless Customer Service experience for Southwest Airlines' Customers
• Advise Network Dispatch Superintendents and NOC Leadership of operational impacts on Customers during IROP events
• May perform other job duties as directed by Employee’s Leaders

Knowledge, Skills, and Abilities

• Knowledge of principles and processes for providing operational Customer service
• Skilled in problem-solving, interpersonal, strategic, decision-making, and time management
• Skilled in collecting and analyzing complex problems and reviewing related information to develop and evaluate options and implement solutions
• Ability to direct and organize programs and activities
• Ability to work within union constraints
• Ability to oversee Employees working under a collective bargaining agreement
• Ability to identify the right people for the job and provides on-going coaching to ensure strong Teams
• Ability to think strategically and understand the relationship between current actions and future consequences
• Ability to manage sensitive situations while maintaining confidentiality
• Ability to work within regulatory constraints and tight deadlines
• Ability to work extended hours and varying shifts including nights and weekends based on schedule and operational needs

Education

• Required: High School Diploma or GED

Experience

• Fully functioning, broad knowledge in:
  • Airport Customer Service and managing irregular operations
  • NOC operational systems
  • NOC Customer Planning

• Preferred leadership experience under the IAM contract
• Preferred experience in presenting and updating to Executive Leadership
• Preferred experience in Project Management life cycle
• Preferred experience in analyzing operational data
• Preferred experience in workforce management and scheduling
• Preferred experience in union contract administration
• Preferred experience in facilitating training in a classroom environment

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 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

Pay & Benefits:

• Competitive market salary from $98,650 per year to $109,600 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:  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.

Southwest Airlines is an Equal Opportunity Employer.
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Job Posting End Date
07/28/2026