CARE AI Prompt Design Consultant

Location: TX-Dallas

Department

Customer CARE

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 CARE AI Prompt Design Consultant, you’ll help shape the AI-powered experiences that connect Southwest’s Customer-first values with the tools Customers and Employees use every day. You’ll lead prompt strategy, design, testing, and continuous improvement across voice, chat, email, and digital servicing channels, helping ensure AI-generated responses are accurate, clear, helpful, and aligned with Southwest policies and service standards.

Partnering closely with frontline Teams, Customer CARE Operations, Digital, Customer Experience, Commercial, Quality, Knowledge Management, Technology, and AI product Teams, you’ll translate real-world servicing needs into effective prompts, guardrails, testing practices, and scalable governance. You’ll use performance data and feedback to strengthen response quality, simplify complex interactions, and help Employees use AI-enabled tools responsibly and confidently.

Your work will help Southwest innovate thoughtfully while creating more consistent experiences and delivering the Hospitality our Customers count on.

Additional Details

The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX Headquarters facility during business hours.

U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

We’re committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics.

Responsibilities

Lead prompt strategy, design, testing, optimization, and ongoing management for Customer CARE AI experiences across voice, chat, email, and digital servicing channels to improve clarity, accuracy, containment, self-service success, Representative confidence, and the overall Customer experience

Design, document, and maintain prompt libraries, reusable frameworks, response patterns, and channel-specific standards

Establish prompt governance, change control, quality criteria, testing protocols, and review cadences that support responsible AI use

Partner with Customer CARE Operations, Digital, Customer Experience, Commercial, Quality, Knowledge Management, Technology, and AI product teams to align prompts with policies, procedures, experience design requirements, Customer needs, and Representative workflows

Evaluate AI-generated responses for accuracy, completeness, clarity, tone, brand alignment, policy compliance, escalation appropriateness, and usefulness to Customers and Representatives

Analyze AI performance data, quality reviews, Customer feedback, Representative feedback, and operational outcomes to identify prompt improvement opportunities

Lead scenario testing, A/B testing, and regression testing to improve AI response quality, consistency, and reliability

Translate business needs, servicing policies, disruption procedures, and Customer scenarios into prompt structures, grounding requirements, guardrails, knowledge retrieval behavior, and escalation logic

Develop documentation, reporting, recommendations, training, and change support that help Leaders and Employees use AI-enabled tools effectively and responsibly

Monitor emerging AI capabilities, prompt engineering techniques, and conversational design practices to identify innovation opportunities while maintaining quality, consistency, compliance, and Southwest's Customer-first service standards

May perform other job duties as directed by Employee's Leaders

Knowledge, Skills and Abilities

Advanced knowledge of prompt engineering principles, conversational design methods, generative AI capabilities, and AI response optimization practices

Advanced knowledge of Customer CARE operations, contact center environments, Customer servicing procedures, and Customer experience expectations

Knowledge of large language model behavior, grounding, retrieval, response guardrails, prompt testing, and iterative optimization methods

Skilled in designing and refining prompts that produce accurate, relevant, clear, and consistent AI-generated responses

Skilled in evaluating AI-generated content for quality, usefulness, tone, brand alignment, policy compliance, and escalation appropriateness

Skilled in translating complex policies, Customer scenarios, disruption procedures, and Representative workflows into structured prompt and conversational requirements

Skilled in analyzing performance metrics, quality insights, Customer and Representative feedback, and operational data to identify improvement opportunities

Skilled in documenting prompt standards, test plans, decision logic, prompt libraries, governance processes, and recommendations

Ability to communicate AI concepts, risks, and recommendations to technical and non-technical audiences

Ability to balance Customer and Employee experience objectives, operational requirements, compliance considerations, and business priorities while building alignment across business and Technology teams

Education

Required: High School Diploma or GED

Experience

Advanced level experience, seasoned and specialized knowledge in

• Prompt engineering, conversational AI, generative AI, or AI-enabled Customer experience design
• Customer CARE, contact center operations, Customer service, or Customer experience management
• Testing, quality evaluation, optimization, and continuous improvement of AI-enabled experiences
• Customer-facing or Employee-facing digital servicing tools across voice, chat, email, or related channels
• Knowledge management, conversational design, content strategy, or Customer communication standards
• Cross-functional consultation, governance, documentation, training, or scalable operating models
• Preferred: Experience with Salesforce
• Preferred: Experience with Amazon Web Services Connect

Licensing/Certification

N/A

Physical Abilities

• Ability to perform work duties from limited space workstation/desk/office area for extended periods of time
• Ability to communicate and interact with others in the English language to meet the demands of the job
• Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job

Other Qualifications

• Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
• Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
• Must be at least 18 years of age
• Must be able to comply with Company attendance standards as described in established guidelines

Pay & Benefits

Competitive market salary from $119,900 per year to $133,200 per year* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the Company.

Benefits you’ll love

• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
• Southwest will help fund your Retirement Savings Plan, which includes a dollar-for-dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings**
• Potential for annual profit-sharing contribution in the Southwest Retirement Savings Plan—when Southwest profits, you profit***
• Competitive health insurance for you and your eligible dependents
• Southwest offers health plan coverage options that start from the very first day of employment. You'll have 30 days to select and enroll in your health plan, and coverage will be retroactively available to your first day of employment.
• Explore more benefits you’ll love: https://careers.southwestair.com/benefits
• *Pay amount doesn’t guarantee employment for any particular period.
• **401(k) Company match contributions are subject to the plan’s vesting schedule. Match contributions may vary based on the position.
• *** Profit-sharing contributions are subject to the Retirement Savings Plan vesting schedule and are made at the discretion of the Company.
• Southwest Airlines is an Equal Opportunity Employer.
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