Travel Products Ops Consultant

Travel Products Ops Consultant

Job Details:-

Hiring Organization:- Southwest Airlines

Employment Type:- Full Time

Work Hours:– 8 Hours

Locations:- USA

Jobs Description:

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:

Job Summary

All of Southwest’s People come together to deliver on our Purpose; Connecting People to what’s important in their lives through friendly, reliable, and low-cost air travel. TheTravel Products Operations Consultant delivers on our Purpose by supporting the development, implementation, and adoption of Customer service policies, procedures, and training for the Travel Products Department. This role will foster internal and external relationships to deliver efficient and effective servicing tools, processes, and capabilities that ensure Customer satisfaction across the vacation journey. The Travel Products Operations Consultant is an organized collaborator ready to drive the future of Southwest’s Travel Products.

Additional details:

  • The culture of Southwest Airlines means we embrace a flexible workplace and value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. This role is a hybrid position based out of our Corporate Campus in Dallas, TX, which requires Employees to work onsite on our Corporate Campus at least three days a week.The Department designates the specific three days of the week Employees must work on-site.
  • U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

Southwest Airlines is an Equal Opportunity Employer.We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.

Responsibilities

  • Develop Policy, Procedures, and Training materials for Customer Contact Center and Partner/ Back-Office Operations
  • Coordinate department activities to ensure best practices, adherence to standards, and operational efficiency
  • Ensure business configurations of servicing tools/ workflows and develops work-arounds as needed
  • Coordinate development and delivery of Customer communications, knowledge bases, playbooks, and training materials
  • Collaborate with internal departments such as Customer Service and Support (CS&S) and Customer Engagement (CE), as well as external partners to align on KPIs, reporting, strategy, and change management activities
  • Coordinate key activities across multiple stakeholders to ensure business readiness, support development, testing, and delivery of new initiatives and product enhancements
  • Develop reports, analyze data, and track industry trends to assess performance and identify areas of opportunity
  • May perform other job duties as directed by Employee’s Leaders

Knowledge, Skills and Abilities

  • Knowledge of Customer Service best practices in travel and hospitality
  • Knowledge of Contact Center best practices in travel and hospitality
  • Skilled in written and verbal communication including the ability to communicate issues in a structured and concise manner
  • Ability to analyze data to improve Customer experience KPIs
  • Ability to project poise, confidence, and maturity in both internal and external situations
  • Ability to apply a structured approach to resolve Customer complaints
  • Ability to work in a fast-paced environment with recurring deadlines and competing priorities
  • Ability to take initiative and assume accountability for achieving results
  • Ability to properly manage highly sensitive and confidential information
  • Ability to respond to financial, operational, and/or reputational risks by resolving escalated issues
  • Ability to perform work duties from limited space work station/desk/office area for extended periods of time

Education

  • Required: High School Diploma or GED

Experience

  • Advanced level experience, seasoned and specialized knowledge in:
    • Travel and/or hospitality industry
    • Policy, procedure, or training development
    • Long-term Customer relationship building
    • Customer service and issue engagement, escalation, and resolution
    • Communications and/or Change Management experience
  • Preferred: Experience in Online Travel Agency (OTA) in the Partner Support (B2B/Partner Ops) space
  • Preferred: Experience in Salesforce/C360 or other Case Management tools
  • Preferred: Experience in Accertify (Chargeback System) and/or SAP/BRIM (Partner Invoicing)

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

Other Jobs You May Be Interested In

  • 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 able to travel up to 40% with ability and willingness to work flexible hours, including weekend, holidays and late nights as needed
  • Must be available on-call after-hours during emergency situations on occasion

Competitive market salary from $84,500 per year to $94,000 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 401(k) retirement savings 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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