Job Description

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.

As a Sr Product Owner Global supporting the Agentic AI – Customer & Commercial Pod, you’ll represent the Customer voice while shaping AI‑driven digital experiences that make it easier for Customers to get help, explore options, and complete transactions with Southwest. This role sits at the intersection of advanced AI platforms and Customer‑centric design, where you’ll partner closely with Product Management, Engineering, Data, Security, and Infrastructure Teams to define vision, set priorities, and deliver scalable capabilities across multiple Agile Teams. You’ll own and evolve the product backlog—translating strategy and data insights into clear epics, user stories, and acceptance criteria—while ensuring solutions maintain technical integrity and deliver measurable value. By guiding roadmap execution, mentoring other Product Owners, and communicating progress, risks, and outcomes to senior stakeholders, you’ll help build flexible, reusable AI capabilities that grow more sophisticated over time. This role offers the opportunity to lead platform‑level product decisions that shape how Customers discover, interact, and transact across Southwest’s digital channels.Responsibilities

• Provide innovation and the end-to-end launch of integrated solutions/products across multiple Agile Teams
• Collaborate with Business Partners and Product Managers to co-develop a roadmap and drive products and features from concept to launch in a fast-paced environment across multiple Agile Teams
• Work with senior stakeholders and customers across the organization to inform the product vision, strategy, features, and prioritization
• Translate product roadmap features into well-defined product requirements including features, user stories, and acceptance test criteria across multiple products or complex solutions
• Turn data insights into products with actionable outcomes to the ultimate customer
• Oversee the design, construction, and implementation of integrated solutions ensuring functionality meets business requirements
• Coach and mentor other Product Owners across multiple Agile Teams to build, refine, prioritize and maintain their Team backlogs
• Review, approve, and drive iteration content by prioritizing user stories and accept user stories as complete
• Define and prioritize solutions to complex issues and effectively communicate dependencies, risks, issues and cope for complex solutions
• Coach and mentor Product Owners and Scrum Masters in the successful delivery of Scrum ceremonies such as iteration planning, iteration reviews, and demos
• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

• Ability to make decisions independently and demonstrate skills to support, guide, and mentor other Product Owners in the same business domain
• Ability to understand technical issues across multiple business systems and how business areas interact in order to drive toward the best solutions
• Ability to be analytical and problem solve with a high attention to detail
• Ability to show initiative by anticipating risks, issues and opportunities, and escalating them accordingly, while mentoring and coaching
• Skilled in presentation, facilitation, communication, and negotiation across multiple stakeholders and levels in the organization
• Ability to search for opportunities, focus on business value and the Return On Investment and act proactively on possible risks and threats
• Ability to effectively manage complex tasks that are not well defined
• Ability to balance priority, risk, value, learning opportunities and dependencies and effectively uses product / Team backlog to manage them
• Ability to effectively communicate complex problems, risks, progress, or new ideas to diverse Stakeholders and influence direction
• Knowledge of industry trends and new technologies in order to provide innovative product guidance to the Business or Product Manager
• Expertise in Agile including the value and principles, and how they are applied in enterprise environments

Education

• Required: Bachelor's degree in Computer Science, Engineering, Information Systems or related field and/or equivalent formal training
• Preferred: CSPO/SAFe POPM certification

Experience

• Required: Advanced-level experience, seasoned and specialized knowledge in:
  • Agile and Scrum software development methodologies
  • Business analysis, project management or software development delivering enterprise products and solutions ​​
  • 5-7 years of relevant work-related experience
  • 5+ Product ownership for customer-facing journeys: problem framing, backlog, stories, acceptance criteria
  • Experience translating user intent into measurable agent behaviors; define success criteria for non-deterministic features (eval thresholds).
  • Prioritization frameworks balancing impact, feasibility, CX risk, and dependency constraints.
  • Collaboration with design/CARE ops/engineering to define escalation rules and “do not automate” boundaries.
  • Analytics literacy: define KPIs, instrumentation needs, and iterative optimization approach.

Other Qualifications

• Must meet confidentiality expectations as to confidential, proprietary and sensitive Company information
• Ability to work extended hours as needed

Southwest Airlines is an Equal Opportunity Employer.
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