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 Team (Engineering, Product, Quality) 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, Customer Experience outcomes, latency), driving execution across roadmap, funding, and dependencies, and partnering closely with Security and Operations to deliver safe, trustworthy experiences. You’ll help stand up and grow a Pod 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 advanced level experience
Experience
Required:
8-12 years relevant work-related / leadership experience
8+ years in people leadership of a cross-functional pod (engineering, product, QA) delivering customer-facing platforms/ 3+ years of leading teams
5+ years in program and delivery leadership across roadmap, funding, dependencies, and measurable outcomes
5+ years in stakeholder management across business, tech, security, and operations; decisioning under ambiguity
Working knowledge of agentic/LLM systems and how to govern non-deterministic delivery (evals, guardrails, safety)
Operating cadence and metrics: OKRs/KPIs (containment, deflection, CX, latency), risk management, and execution transparency.
Demonstrated experience in directly or indirectly leading team(s)
Fully functioning, broad knowledge in:
Data analysis, advanced analytics, Artificial Intelligence project experience
Data pipeline, Artificial Intelligence and/or relevant programming
Visualization and presentation development and delivery
Solving ambiguous and complex problems through a systems thinking approach
Formally or informally growing and mentoring talent, skills and abilities across a diverse Team
Building and growing a new capability including driving and managing change
Backend systems (Java/Python/Go or similar)
Distributed systems fundamentals
APIs, microservices architecture
Data and Analytics Platforms
Preferred: Experience in:

Work arrangement
No