Sr CX Connectivity Consultant
Overview:
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.
Responsibilities:
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.
WORK ACTIVITIES/CONTENT:
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
Qualifications:
Education
Required: High School Diploma or GED
Experience
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
Please print/save the job description because it won't be available after you apply.
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.
Responsibilities:
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.
WORK ACTIVITIES/CONTENT:
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
Qualifications:
Education
Required: High School Diploma or GED
Experience
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
Please print/save the job description because it won't be available after you apply.