The Role
The Scrum Master facilitates Agile practices, ensuring team effectiveness and collaboration, while coaching teams in delivering technology solutions in an AI environment.
Summary Generated by Built In
Department:
TechnologyOur 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:
The Scrum Master Global at Southwest Airlines plays a critical role in enabling Teams to deliver high‑quality technology solutions through strong Agile practices and collaboration. In this role, you’ll serve as the connector between Product Owners, Development Teams, and stakeholders—helping Teams stay focused, remove impediments, and continuously improve how work gets done. As we continue to grow our Global Innovation Center (GIC) in Hyderabad, we’re hiring Scrum Masters across multiple Pods and initiatives, each offering the opportunity to coach Agile Teams, strengthen delivery health, and support the transparent, reliable execution of work that powers Southwest’s operation. Read on to learn more about the Pods and projects you could support.
- Agentic AI – Customer & Commercial Pod
The Agentic AI – Customer & Commercial Pod builds intelligent, Customer‑facing AI experiences that replace complex workflows with intuitive, natural‑language interactions. In this role, you’ll own the operating health of a brand‑new delivery pod by establishing disciplined Scrum practices that enable focus, predictability, and continuous improvement in an agentic AI environment. You’ll facilitate strong ceremonies, create tight feedback loops, and partner closely with Product Owners, Engineers, and Quality Assurance to remove impediments, track meaningful delivery metrics, and help Teams adapt Agile practices to non‑deterministic AI work—supporting fast learning, accountable execution, and reliable delivery.
- Agentic AI – ETO Products Pod
The Agentic AI – ETO Products Pod designs intelligent agents that simplify internal enterprise and back‑office workflows across Technology, Support, and Operations. In this role, you’ll coach and support one or more Agile Teams as they adapt Scrum practices for evolving, eval‑driven AI solutions, helping establish sprint cadence, ceremonies, and delivery metrics from the ground up. You’ll work closely with Product Owners and Engineers across U.S. and India Teams to foster collaboration, transparency, and continuous improvement—ensuring Agile practices support both delivery rigor and the unique demands of emerging AI technology.
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
- Preferred: SAFe SM/SASM certification
- Preferred: CSM or PSM
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
- 3-5 Years Scrum mastery for delivery teams: ceremonies, sprint planning, retrospectives, impediment removal.
- Experience coaching teams working on AI/agentic products where outputs are probabilistic (evals as tests).
- Operational rigor: tracking velocity/WIP/throughput, predictability, and continuous improvement actions.
- Facilitation and conflict resolution across PO/engineering/QA and cross-team dependencies.
- Tooling proficiency (Jira/Azure DevOps), dashboards, reporting, and release readiness coordination.
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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Skills Required
- Bachelor's degree in Computer Science, Engineering, Information Systems or related field
- Intermediate-level experience in Scrum framework and Kanban methods
- Experience coaching teams working on AI products
- 2-5 years of relevant work-related experience
- SAFe SM/SASM certification
- CSM or PSM certification
Southwest Airlines Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Southwest Airlines and has not been reviewed or approved by Southwest Airlines.
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Pay Growth & Progression — Pay progression is described as materially improving after major 2024 union agreements, especially for pilots and flight attendants. Compensation satisfaction is framed as stronger over time as step scales and seniority accumulate.
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Retirement Support — Retirement support stands out through a dollar-for-dollar 401(k) match and the presence of profit-sharing contributions that can add to retirement savings. Stock purchase access is also positioned as an additional ownership-oriented component of total rewards.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle value is elevated by extensive space-available travel privileges and broad travel-related discounts that can materially offset personal travel costs. Recognition mechanisms like points-based rewards are also positioned as an added lifestyle-oriented perk.
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The Company
What We Do
At Southwest Airlines we connect People to what’s important in their lives—that also means connecting our Employees to what’s important in their lives! Our Employees value the opportunity to work hard, be creative, and have fun on the job. Southwest Airlines recognizes, respects, and values differences. By fostering a culture that embraces and utilizes our diversity, we create competitive advantages in teamwork and innovation that contribute to our overall success.
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