Scrum Master

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:

About Us

At Southwest Airlines, we believe that flying should feel like freedom. For over 50 years, we’ve been connecting people to what matters most with low fares, legendary hospitality, and a heart for service. Our culture is built on the principles of fun, friendliness, and family, making us one of the most admired workplaces in the world.

If you’re passionate about making a difference, love working in a fast-paced environment, and want to help millions of travelers reach their destinations with a smile, Southwest Airlines is the place for you. Here, your career can truly take flight.

Job Summary

• Serve as the liaison between the business (represented by the Product Owner) and the Agile software development team. Help the team reach peak productivity by working with team members, resolving impediments blocking a team, and helping to track their progress. Play a critical role in the adoption of Scrum and other Agile development practices by the organization.
• As a Scrum Master - MarTech / Content Supply Chain, you’ll enable a high-performing delivery pod by establishing disciplined Scrum practices, improving flow and predictability, and creating an operating rhythm that helps teams deliver transformative MarTech and digital experiences.
• You’ll coach teams through purposeful ceremonies, remove impediments, strengthen collaboration across Product, Engineering, QA, and dependent teams, and use delivery metrics and feedback loops to drive continuous improvement. The role will also support Agile delivery for AI-enabled and agentic capabilities, where experimentation, evaluation thresholds, probabilistic outputs, and human escalation paths influence planning and incremental delivery.

Responsibilities

• Organize and facilitate planning, daily stand-up meetings, reviews, retrospectives, sprint and release planning, demos and other Scrum-related meetings
• Serve as the team’s radiator, ensuring necessary internal and external communication, while improving overall transparency
• Ensure the development teams are practicing the core Agile values, practices and principles of collaboration, prioritization, team accountability, and visibility
• Look for avenues to increase the productivity effectiveness of the teams in any way possible
• Assist team with making appropriate commitments through story selection, task definition
• Add value to the team and organization and coach the team up
• May perform other job duties as directed by Employee's Leaders
• Establish and facilitate effective Scrum ceremonies including sprint planning, daily coordination, reviews, retrospectives, backlog refinement, and other team operating rhythms.
• Coach the pod on Scrum principles, Agile practices, ownership, accountability, estimation, and continuous improvement while protecting the team from avoidable delivery disruption.
• Improve delivery predictability by monitoring and using velocity, WIP, throughput, cycle time, predictability, and other flow metrics to identify trends and improvement opportunities.
• Identify, surface, track, and remove impediments that affect team delivery, coordinating with Product, Engineering, QA, Architecture, Platform, and dependent teams as needed.
• Create an environment where team members own commitments, decisions, and outcomes while constructively resolving conflicts and improving team collaboration.
• Partner closely with the Product Owner to support backlog readiness, story clarity, acceptance criteria, sprint goals, sequencing, and realistic delivery commitments.
• Support delivery of AI-enabled and agentic capabilities by helping teams incorporate experimentation, evaluation metrics, probabilistic outputs, human-review or escalation points, and learning loops into iterative delivery.
• Coordinate dependencies across multiple pods, shared platform teams, and Agile Release Trains, making commitments, risks, dependencies, and release readiness visible to stakeholders.
• Use Jira or Azure DevOps to create and maintain dashboards that make flow, dependencies, commitments, release readiness, and continuous-improvement actions visible.
• Facilitate retrospectives that result in specific, owned actions and follow through on improvement commitments to strengthen team health and delivery performance.
• Partner with distributed US/India teams and cross-functional stakeholders to maintain clear communication, operating rhythms, and handoffs across the delivery ecosystem.
• Coach teams through change and support the establishment of a high-performance Agile culture within new or evolving MarTech delivery pods.

Knowledge, Skills and Abilities

• Ability to demonstrate capacity in airport/airline operations, airport finances, contracts, and high regard for interpersonal relationships
• Ability to produce working contracts among different stakeholders such as definition of done, scope lock, acceptance of work etc.
• Skilled in strong organization and communication
• Skilled in utilizing strong problem-solving in an unstructured environment as a self-starter
• Skilled in planning, preparing for, and leading meetings
• Ability to demonstrate and maintain an extremely high regard for confidential and sensitive information
• Skilled in SAFe
• Deep practical command of Scrum and Agile delivery, including sprint planning, daily coordination, reviews, retrospectives, backlog refinement, estimation, and impediment removal.
• Strong experience coaching software or platform delivery teams and improving team ownership, collaboration, accountability, and delivery discipline.
• Strong understanding of flow and delivery metrics including velocity, WIP, throughput, predictability, cycle time, and retrospective action tracking.
• Ability to facilitate difficult conversations, resolve delivery and team conflicts, and build alignment across Product, Engineering, QA, Architecture, and dependent teams.
• Strong delivery-tooling skills with Jira or Azure DevOps, including dashboards and reporting for flow, dependencies, commitments, release readiness, and improvement actions.
• Ability to support scaled Agile delivery across multiple pods, shared platforms, and Agile Release Trains while making dependencies and risks visible.
• Ability to coach teams delivering AI-enabled or agentic products where probabilistic outputs, experimentation, evaluation thresholds, and human escalation paths affect planning and acceptance.
• Strong communication and stakeholder-management skills with the ability to work effectively across geographically distributed teams.
• Strong problem-solving and systems-thinking skills with a focus on sustainable delivery improvements rather than short-term process compliance.

Education

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

Experience

• Required: Intermediate-level experience, fully functioning broad knowledge in:
  • Scrum framework and Kanban methods
  • Velocity and flow metrics
  • Techniques for increasing team effectiveness
• 2-5 years of relevant work-related experience

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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