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Sr CX Connectivity Consultant 

resume-library  |  United States  |  

United StatesUnited States (US)
Work Type:
Work Time:
Full Time


Sr CX Connectivity Consultant


Southwest will provide a stable work environment with equal opportunity for learning and personal growth.  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.


Develop the WiFi connectivity product vision and strategy, manage developmental roadmaps for both Customer and Operational enhancements, manage multiple vendors against SLAs to maintain an optimal Customer Experience, and ensure the continued growth and success of Southwest's WiFi connectivity offering.




Serve as the subject matter expert for inflight WiFi and as the main point of contact for inflight connectivity

Take ownership of projects, including planning, data requirements building, timing, budget, etc. to meet established goals.

·Communicate effectively with the ability to forge effective business relationships with existing and potential partners and colleagues

Facilitate and be primary CX SME for contract negotiations

Work with partners to manage scope, scope change, phased delivery, and other methods to ensure our projects deliver on time, within scope, within budget, and that the work meets strategic goals

Evaluate all key project deliverables, as well as the final product, to ensure accountability and all requirements meet Southwest's standard of quality

Use innovation and creativity to develop ideas to improve and evolve the product

Ensure that all issues/problems are processed quickly and effectively to minimize Customer and operational impact. Escalating issues when necessary to ensure minimal impact to the product, internal stakeholder, and/or Customer

Identify evolving business needs, industry trends, and advancements in the field of inflight connectivity, IFE and related technologies

Initiate, develop, and lead cross-departmental coordination to align planning decisions, foster innovation, streamline routine activities, and drive joint solutions

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




Knowledge, Skills and Abilities

Knowledge of holding vendors and their engineering teams accountable for providing excellent service and strong technical performance

Skilled in math, analytics, and problem-solving

Ability to make decisions or recommendations which would have a substantial impact on the expenditure of time, People resources, and budgets

Ability to handle high volumes of work and to prioritize effectively and hit promised timelines

Ability to establish and maintain effective working relationships with other departments in order to influence business decisions

Ability to demonstrate high emotional intelligence in various situations dealing with both internal and external resources

Ability to proactively monitor future marketing and techology trends






















Required: High School Diploma or GED


Expert level experience, expansive and far-reaching knowledge in:WiFi/Techonlogy Space

Satellite-based communications techonology

Streategy and business case development

Managing contract negotiations

Developing and managing product roadmaps


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

Must be able to comply with Company attendance standards as described in established guidelines

Must be fully vaccinated against COVID-19 by start date to comply with Executive Order 14042, which requires employees of federal contractors to be fully vaccinated against COVID-19 


Southwest Airlines is an Equal Opportunity Employer

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