Managing Director Operations Services

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

• Leads cross-functional coordination across Technical Operations, Ground Operations, Network Operations, and Commercial teams to develop, deliver, and continuously improve service offerings that balance revenue generation, operational performance, and compliance. Accountable for end-to-end financial performance of the Operations Services portfolio, including revenue growth, cost management, and overall service-line profitability.
• Serves as the primary interface for external partners and internal operating stakeholders, ensuring services are delivered with the highest standards in safety, compliance, reliability, and in alignment with Company standards.
• Works effectively through a team of senior individual contributors, building scalable processes, governance, and performance frameworks to enable long-term growth of the Operations Services business.
• Own end-to-end performance of the Operations Services function, including service delivery, revenue generation, and compliance
• Own financial performance of the Operations Services portfolio, including revenue targets, cost structure, margin performance, and long-term profitability
• Define and execute the strategic vision, operating model, and growth roadmap for external Operations Services offerings
• Serve as the primary interface with external partners and customers, establishing trusted relationships and ensuring successful contract execution
• Partner across Technical Operations, Ground Operations, and other internal teams to identify service opportunities and align capabilities to external demand
• Establish scalable operating models, governance frameworks, and performance metrics across service offerings
• Allocate resources and prioritize efforts to support both external service delivery and internal operational alignment (e.g., process design, analytics, quality oversight)
• Lead development of contracting, pricing, and commercial terms in partnership with Commercial, Finance, and Supply Chain functions
• Ensure alignment between contracted services, operational capabilities, and delivery performance across all offerings
• Drive pricing strategy, cost transparency, and financial discipline to ensure services are competitively positioned and financially sustainable
• Oversee implementation of standardized processes, service-level agreements (SLAs), and operational playbooks across locations
• Establish and maintain performance management systems, including KPIs, reporting cadence, and continuous improvement mechanisms
• Ensure compliance with safety, regulatory, and Company standards across all service offerings
• Lead cross-functional issue resolution, risk mitigation, and escalation processes related to service delivery and partner commitments
• Build and evolve organizational structure, talent strategy, and capabilities to support growth and scalability of the function
• May perform other job duties as directed by Employee’s Leaders

Knowledge, Skills and Abilities

• Advanced knowledge of airline operations across one or more domains (e.g., line maintenance, ground handling, deicing, cargo, or related functions)
• Strong financial and commercial acumen, including experience managing P&L, pricing strategy, and cost structures within an operational environment
• Strong business acumen with demonstrated ability to build and scale new business lines or service offerings within a complex organization
• Expert ability to translate operational capabilities into commercial service offerings, including pricing, contracting, and delivery models
• Ability to influence senior leaders and drive alignment across multiple operational and corporate functions
• Strong understanding of operational performance management, including KPI development, reporting, and continuous improvement
• Ability to design and implement scalable operating models, governance structures, and standardized processes
• Proven ability to manage external partnerships and customer relationships at the executive level
• Ability to lead without heavy organizational hierarchy, driving outcomes through senior individual contributors
• Strong problem-solving capability with the ability to operate in ambiguous, fast-paced, and evolving environments
• Excellent communication skills with the ability to tailor messaging to executive, operational, and external audiences
• Ability to evaluate operational risk, compliance impact, financial performance, and strategic value to inform decision-making

Education

• Required: High School Diploma or GED
• Required:Bachelor’s Degree with an emphasis on Engineering, Aviation Management, Business Management, or Finance

Experience

• Demonstrated experience in directly or indirectly leading team(s)
• Advanced level Business Acumen in functional area
• Seasoned and specialized knowledge in:
  • Commercial aviation operations
  • Finance and business management
  • Leading operational change, process modernization, and/or transformation initiatives in a regulated environment
  • Developing strategies, governance models, execution plans

Licensing/Certification

• Must be able to obtain a SIDA (Secured Identification Display Area) badge and meet all local airport requirements

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.
• Frequent travel with some overnight stays and extended work hours may be required

Compensation Template

Pay & Benefits:

• Competitive market salary from $225,800- $250,900* 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.