Manager Artificial Intelligence – Agentic

Department:

Technology

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 a Manager, Artificial Intelligence supporting Southwest’s Agentic AI initiatives, you’ll lead a multi - disciplinary Pod delivering high impact AI and machine learning solutions for both Customer and enterprise needs. You’ll set strategy and roadmap, manage a portfolio of AI products, and partner across Business, Product, Engineering, and Data to translate complex problems into scalable, well- governed solutions. With accountability for execution and measurable outcomes, you’ll guide Teams to deliver reliable, high quality results while fostering a culture of collaboration, innovation, and continuous improvement. As we continue to grow our Global Innovation Center (GIC) in Hyderabad, we’re hiring multiple Manager Artificial Intelligence across multiple Pods focused on Agentic AI —each offering the opportunity to lead meaningful work, navigate complexity, and help advance the technology that powers Southwest’s operation. Read on to learn more about the Pods you could support.

• •Manager Artificial Intelligence – Agentic AI, Customer & Commercial
• Leading the Agentic AI – Customer & Commercial Pod, you’ll lead a cross ‑ functional T eam ( E ngineering, P roduct, Q uality) building intelligent, Customer ‑ facing AI experiences that make it easier to get help, explore options, and complete transactions through natural, plain ‑ language interactions. You’ll own the full lifecycle—from problem framing and solution design to production performance—ensuring agents deliver sustained, measurable business impact. This includes setting OKRs and success metrics (e.g., containment/deflection, C ustomer Experience outcomes, latency), driving execution across roadmap, funding, and dependencies, and partnering closely with S ecurity and O perations to deliver safe, trustworthy experiences. You’ll help stand up and grow a P od that can ship with minimal handoffs, upholds strong quality, and has clear accountability—shaping how Southwest scales Customer ‑ centric agentic capabilities over time.

• •Manager Artificial Intelligence – Agentic AI, ETO Products
• Leading the Agentic AI – ETO Products Pod, you’ll lead the creation and scale of intelligent AI agents that support enterprise and back ‑ office Technology Teams by simplifying internal workflows and reducing manual toil. This role is ideal for a Leader who enjoys building from the ground up: shaping Team direction, establishing product ownership, and setting the delivery “tone” for this new pod. You’ll guide the Team to deliver production agentic solutions with clear operational value, partnering with stakeholders across Technology, Cybersecurity, and Operations to prioritize the right problems and prove impact through metrics. Along the way, you’ll hire and develop AI and software engineering talent, drive Agile delivery at scale (Scrum/ SAFe ), manage dependencies across Teams, and ensure the Pod’s work is sustainable—reliable in production, well ‑ governed , and designed to scale as adoption grows .

• 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
• •Build and lead a high-performing team responsible for delivering multiple, highly complex data science, machine learning, artificial intelligence, or optimization products in a timely, efficient manner with high quality by working with business customers to understand contextual problems quickly and define, analyze, and deliver innovative solutions that address business needs and support the company’s strategic priorities
• •Manage the creation and communication of results from highly complex data analysis and/or the development of data science, machine learning, artificial intelligence, or optimization products
• •Develop and effectively communicate a roadmap for the team aligned to the vision of the team, establish long-term and near-term plans as part of a roadmap necessary to meet the vision, and align the team appropriately through prioritization to execute the plan utilizing development and training to enhance the team’s skills as needed
• •Ideate, adapt, and continuously improve the artificial intelligence program by advocating for new ideas and processes to increase efficiency, quality, and customer satisfaction
• •Foster relationships with key business leaders, internal customers, and peers to promote and advise on opportunities in your functional area that may be addressed through data science, machine learning, artificial intelligence, or optimization
• •Maintain a portfolio of products and prioritize the delivery of those products in partnership with internal customers, communicating results and value-delivered via impactful metrics
• •Recruit, develop, and retain individuals with the skills, attitude, and experience necessary to achieve goals/commitments as part of a high-performing, cohesive team
• •Recognize achievements and advocate for career growth of employees to build a bench using mentorship, stretch opportunities, and training plans via a skills-based learning plan
• •Create an environment where debate, dialogue and diversity of thought are encouraged, expected, and welcomed to foster high morale, integrity, trust and teamwork
• •May perform other job duties as directed by Employee's Leaders

• Knowledge, Skills and Abilities
• •Knowledge of situational and strengths-based leadership to provide continuous coaching to unveil areas of opportunity for an employee to improve team performance and hold team accountable
• •Knowledge of data procurement and integration methodologies, platforms, and tools
• •Knowledge of data science, machine learning, agentic AI, artificial intelligence, or optimization product development methodologies, platforms, and tools
• •Strong knowledge of engineering fundamentals, including code quality, testing and automation, observability and monitoring, AI product Dev life cycle and platform engineering
• •Skilled in leading a team to develop multiple, highly complex data science, machine learning, artificial intelligence, or optimization products in a timely, efficient manner
• •Skilled in developing strong working relationships across all levels of the company including employees, customers, and leadership, and communicating effectively to that network in a clear and concise way
• •Skilled in demonstrating self-confidence and emotional intelligence in crucial conversations that result in positive action or change
• •Skilled in developing talent to create a strong bench with adaptability to replace key positions in functional area
• •Ability to anticipate changing circumstances, unexpected constraints, or challenges and develop ideas, processes, and approaches through creative problem solving to meet those simple to complex challenges
• •Ability to translate objectives into well-defined plans, priorities, and assignments for your team; managing the prioritization of your team’s work and making time sensitive decisions to move work forward while taking responsible risks to achieve goals
• •Ability to create an inclusive team environment that encourages dialogue and empowers your team to sharing varying perspectives

• Education
• •Bachelor's Degree in Mathematics, Computer or Data Sciences, Information Technology or similar fields of study; or equivalent advanc