Scrum Master Global - Observability Accelerators & AI

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 As a Scrum Master – Observability Accelerators & AI, you’ll help drive the delivery of innovative observability and AI-powered operational capabilities that improve technology reliability and accelerate issue resolution across Southwest. You’ll join the Observability Accelerators & AI Pod, a Team that develops reusable solutions for telemetry, dashboarding, alerting, incident investigation, and AI-powered operations using technologies such as AWS observability services, OpenTelemetry, Grafana, and Prometheus. In this role, you’ll partner closely with Product Owners, Engineers, Site Reliability Engineers, and Platform Teams to facilitate Agile delivery, remove obstacles, and enable the successful execution of complex initiatives that support enterprise-scale observability and emerging agentic systems. By leveraging delivery metrics, fostering transparency, and coaching teams on Agile principles and continuous improvement, you’ll help increase predictability, strengthen team effectiveness, and accelerate the value delivered to Southwest. Your contributions will directly support the Company’s ability to build resilient, reliable technology while creating opportunities for innovation, growth, and operational excellence across the enterprise.

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

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

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

• Scrum; Kanban; velocity, cycle-time and throughput metric

• Preferred:

• Observability platforms; SRE; DevOps; cloud infrastructure; SAFe; Jira; Confluence; Apptio Targetprocess;
• Automated engineering workflows

Other Qualifications

• Must meet confidentiality expectations as …