Michelle Buckley in

Michelle Buckley

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Managing Director, Customer CARE at Southwest Airlines
📍 Dallas, Texas, United States

As Managing Director of Customer Care at Southwest Airlines, Michelle Buckley leads contact center teams to deliver world-class hospitality. She has an MBA and a Lean Six Sigma Green Belt, focusing on process improvement and customer experience. Colleagues describe her as knowledgeable, detail-oriented, and professional, with a talent for engaging teams to drive results.

Michelle is a frequent speaker at customer experience conferences, sharing insights on managing disruption and fostering resilience within the aviation industry. She is passionate about uniting professionals around shared goals and has an interest in the strategies of leading brands like The Coca-Cola Company and JPMorgan Chase.

Unique fact: Michelle led the cross-functional project to customize and launch a new reservation system for the successful merger of Southwest Airlines and AirTran Airways.

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Experience
23 Years
Current Role
Managing Director, Customer CARE
Job Level
Mid-senior
Location
Dallas, Texas, United States
Personality Overview

How Michelle shows up

Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Michelle cares about

Customer Experience
Her entire career at Southwest Airlines has been dedicated to enhancing customer service, satisfaction, and retention across all contact channels.
Airline Disruption Management
Frequently speaks at industry events about Southwest's customer-centric approach to managing operational disruptions and building resilience, a key topic in recent years.
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Career

Work history

7-2022
Managing Director, Customer CARE
Southwest Airlines
1-2020 - 7-2022
Senior Director Of Operations, Customer Relations / Rapid Rewards
Southwest Airlines
8-2017 - 1-2020
Director, Operations, Customer Relations & Rapid Rewards
Southwest Airlines
8-2014 - 8-2017
Director, Business Support, Customer Relations & Rapid Rewards
Southwest Airlines
3-2012 - 8-2014
Sr. Business Consultant - Project Portfolio
Southwest Airlines
In the press

Media appearances

Southwest Airlines Announces Executive Leadership Changes. Featured in PR Newswire
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Education
2019 - 2021
Master of Business Administration - MBA
University of Arizona
1999 - 2001
Bachelor of Science - BS
Wake Forest University
Social presence
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Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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