Partner Ops Analyst

• This role will provide Getaways by Southwest Partners with the same legendary hospitality that Southwest’s customers have come to expect by assisting partners with back-office support inquiries, facilitating invoice reconciliation and chargeback functions for the Getaways product, and responding to Single Use Credit Card inquiries. They will also be responsible for supporting the complete delivery of required Partner Operations policies and procedures in support of the Getaways by Southwest product. They will support partner onboarding, testing, training, and partner communications. Additionally, they will be responsible for analyzing and auditing customer compensation requests from the Getaways by Southwest Service Desk. They will continually strive to improve partner related KPIs and reduce costs.

• Serve as main point of contact partner back-office support inquiries and analysis.
• Utilize SAP revenue accounting system, Getaways by Southwest support tools and Partner Case Management tools to analyze and investigate partner invoice discrepancies to facilitate prompt reconciliation and payment
• Utilize payment systems and accounting procedures to ensure compensation requests are processed and meet audit and compliance standards as needed
• Utilize Accertify, Getaways by Southwest support tools and Salesforce C360 to facilitate investigation of credit card transaction disputes and resolve related inquiries
• Analyze, monitor and improve Partner Operations financial KPIs
• Analyze Partner Operations policy and procedure creation
• Work with internal and external partners to ensure Partner Operations policy and procedures are being adhered to
• Analyze Partner Operations procedures and recommends changes to leadership to facilitate improved efficiencies and improve the Partner experience
• Provide support for reporting on compensation & finance policy adherence, monitor trends to reduce financial risk

• Ability to research package bookings to analyze usage, research if compensation was issued to a customer, and determine if any service breakdowns were experienced
• Ability to take initiative and assume accountability for achieving results
• Ability to project poise, confidence, and maturity in both internal and external situations, as well as during stressful situations from tight deadlines and competing priorities
• Ability to analyze multiple or complex data to improve Partner Operations procedures and Partner Experience KPIs
• Ability to perform work duties from limited space workstation/desk/office area for extended periods of time
• Knowledge of Customer Service best practices in travel and hospitality
• Knowledge of Company and regulatory ticketing, refund and banking policies considered when performing analyses , responding to partner inquiries and when participating in projects as a subject matter expert
• Knowledge of internal controls and SOX compliance, industry trends, customer payments and refunds policies
• Skilled in written and verbal communication including the ability to communicate complex issues in a structured and concise manner to both Customers and Partners
• Skilled in asking insightful questions and listening to understand all perspectives with a solid understanding of Business impacts
• Skilled in collecting, organizing, visualizing and analyzing data from multiple sources into meaningful information using ad hoc reporting tools and visualization software

• Required: High School Diploma or GED

• Intermediate level experience, fully functioning broad knowledge in:
  • Travel and/or hospitality industry.
  • Long-term Partner & Customer relationship building
  • Customer service and issue engagement, escalation, and resolution
  • Airline ticketing, payment and settlements, refunds, customer funds and fraud risk

• N/A

• 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

• 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.

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.

Pay & Benefits:

Competitive market salary from $71,450 to $79,400 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