Sr Manager CARE Vendor Strategy
Southwest AirlinesDepartment: Customer CARE 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: As Sr Manager of Customer CARE Vendor Strategy, you’ll lead the strategy and high-level relationships for the external partners that support Southwest’s Customer CARE organization. You’ll oversee the full vendor lifecycle, from sourcing assessments, business cases, and delivery-location recommendations through implementation, governance, and ongoing performance management. With ownership of the vendor portfolio’s financial performance, you’ll partner across CARE Operations, Supply Chain, Legal, Finance, Technology, and vendor leadership to structure relationships that balance cost, service, risk, continuity, and future business needs. You’ll set clear expectations, strengthen accountability, and ensure vendor capabilities and service reflect Southwest’s values and brand. Through strategic leadership, financial discipline, and strong partnerships, you’ll help build a resilient vendor portfolio that delivers seamless experiences for internal Teams and Customers while supporting the continued growth and success of Customer CARE. 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 Department vendor strategy across the vendor lifecycle, including sourcing assessments, business case development, delivery-location strategy, implementation, governance, and performance management Partner with Operations Leaders to evaluate functions and processes for outsourced delivery, identify capabilities that should remain internal, and develop recommendations that balance cost, service, risk, continuity, and business needs Develop and evaluate business cases, pricing models, and fully loaded cost models to support sourcing recommendations, contract decisions, transition investments, expected benefits, and timing Lead development of business requirements and commercial terms that support vendor agreements, including Master Services Agreements, Statements of Work, rate cards, amendments, service levels, performance requirements, and remedies Lead new vendor implementations from contract execution through stable operations by coordinating plans, milestones, dependencies, readiness reviews, risks, decisions, and issue resolution across internal and vendor Teams Establish and maintain vendor performance measures, scorecards, governance routines, business reviews, corrective actions, and escalation processes to support accountability and operational performance Manage the vendor portfolio view, including spend, …