From avgeek to difference-maker

"It can all be possible with dreaming and hard work!" - Marcella P.

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A career by you, for you

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Category A career by you, for you

authorMike O. designationSr Ops Performance & Design Analyst

posted Date

Anything I want to do with my career is possible.

– Mike O.

.   .   .

I’m Mike, and I’m a Senior Operations Performance & Design Analyst. In my role, I dig into the details and data surrounding the Southwest Airlines operation. The goal is to understand, improve, and predict performance based on these findings. I’ve been with Southwest for over 10 years, and I’m proud of my journey at the Company and as an AvGeek (Aviation Geek).

My passion for learning about an airline’s operation started when I was young. I picked up the airline lingo, studied airport codes, and my family even gifted me books about aviation for birthdays. One of my first dream jobs was to be a pilot, and I’ve been a proud AvGeek for most of my life. Once I became older, I worked at a local airport in Georgia in public safety, started flight school, and ultimately graduated from college. In 2011, I applied for the job that led me to join the Southwest Family. Aviation was always the industry I wanted to be part of, and I’ve built a career based on my love of plane spotting, aircraft photography, and all things aviation.

I started my Southwest journey in our Customer Support & Services (CS&S) Department as a Workforce Systems Specialist, where I supported the Customer Contact Centers with technology administration work and reporting. Then, I developed a more concentrated focus on analytics and the numbers behind our Contact Center operations as a Data Analyst. I grew in the space as I leaned into advanced analytics and dabbled in forecasting, which led to my interest in our Operations Performance & Design Department. When an opportunity opened to join the Team, I took it. I’m learning so much in my new role, and I’m excited to understand more about our operation.

I’ve also focused on other passions in my life, particularly as a differently-abled person. I was born with Spina Bifida—a condition in which the nerves along the spine don’t function, which causes paralysis and the loss of other medical/non-medical functionality. Although I’m now in a wheelchair full time, I grew up through junior high primarily using a walker.

I feel it’s my responsibility to better the aviation industry for the disabled (or differently abled, as I like to say) traveler. People with disabilities make up the largest minority but also travel the least. They don’t feel comfortable. For example, I dehydrate before flying because the lavatories are so small. I know many others who do the same, and some even avoid eating for at least 24 hours prior. It’s important to me to find outlets to be an advocate these travelers. I’ve been part of multiple internal and external organizations, including my current involvement in Southwest’s Diversity Council. On the Diversity Council, I participate in conversations about what differently-abled Employees and Customers experience and the opportunities for improving them.

Ensuring everything is inclusive is my main goal, including being more dignified with our communication. If a person comes up to me and asks if I need assistance moving boxes, I appreciate the offer, but if I don’t accept it, please don’t keep coming back to assist me. People are welcome to ask me, but please trust the moments I say that I have everything under control. What’s my advice for others? Don’t be afraid to ask.

The driving factor for my determination and passion for inclusion is for the younger generations growing up with disabilities, like the hero in my life—Ben. Ben is the 10-year-old son of one of my nearest and dearest friends, and he powers through as many as 100 seizures per day. Seeing him grow and never give up, find a companion and support in a service dog, and become interested in things like travel is why I advocate for change in this industry. Ben loves to travel, but because of the numerous medical devices he requires—including his power chair, oxygen, feeding machines, and other items—his family travels exclusively by RV. I want to see the day when his mom can plan a trip on an airplane or change him in an aircraft lavatory without worrying about space. I do what I do for Ben.

As you find your reason for doing what you do, look for People, a career, and Coworkers willing to lend a hand and enable you to achieve your goals. If you’re pursuing a career at Southwest, remember to be yourself and ask questions. Southwest’s Leaders are great at helping People find a place that best suits them and their abilities. I’ve felt that anything I want to do with my career is possible, and the one I’ve built (and continue to build) is proof of that.

AUTHORMike O. designation Sr Ops Performance & Design Analyst

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