10 Southwest Airlines customer service leaders
Kevin McDorman, Vice President - Customer CARE, heads this list of Southwest Airlines customer service leaders, who also lead customer services, customer relations and Rapid Rewards, contact center workforce planning and disruption servicing strategy. A reader can learn how customer service leaders work at Southwest Airlines from people who have held the role.
Professionals to explore
Chris Wahlenmaier
LinkedInExperience: Former Vice President, Customer Support & Services · Southwest Airlines
Chris Wahlenmaier is a former Southwest Airlines customer support leader who was Vice President, Customer Support & Services at Southwest Airlines from 2014 to 2019, based in Dallas, and lists Retired at Southwest Airlines since March 2019. Chris Wahlenmaier was also Vice President-Ground Operations there from 2006 to 2013.
David Feldman
LinkedInExperience: Director Customer CARE Workforce & Analytics · Southwest Airlines
David Feldman has been Director Customer CARE Workforce & Analytics at Southwest Airlines since September 2024, based in the Dallas-Fort Worth area, and the profile headline reads Director, WFM & Contact Center Analytics. At Southwest Airlines, David Feldman was also Director of Operations, Special Services from 2023 to 2025 and Sr. Manager Operational Performance from 2016 to 2023.
James Ashworth
LinkedInExperience: Former Vice President Customer CARE · Southwest Airlines
James Ashworth is a former Southwest Airlines customer care leader who was Vice President Customer CARE at Southwest Airlines from 2019 to 2025, based in Dallas. At Southwest Airlines, James Ashworth was also Managing Director Customer Support & Services from 2015 to 2019, Regional Director Customer Support & Services from 2013 to 2015 and Executive Advisor from 2025 to 2026.
Jim Ruppel
LinkedInExperience: VP Customer Relations Rapid Rewards · Southwest Airlines
Jim Ruppel has been VP Customer Relations Rapid Rewards at Southwest Airlines since September 1999, based in Dallas, and the profile headline reads VP Customer Relations/Rapid Rewards at Southwest Airlines Co. The listing shows only this role, so the rest of Jim Ruppel's background is not shown here.
Kevin McDorman
LinkedInExperience: Vice President - Customer CARE · Southwest Airlines
Kevin McDorman has been Vice President - Customer CARE at Southwest Airlines since May 2025, based in the Dallas-Fort Worth area, and describes leading a hybrid workforce of more than 3,500 employees across the continental U.S. Kevin McDorman was Vice President Mobility and Broadband Customer Care at AT&T from 2021 to 2025 and Assistant Vice President, Customer Contact Transformation there from 2015 to 2019.
Lee Mitchell
LinkedInExperience: Managing Director, Servicing & Disruptions Strategy · Southwest Airlines
Lee Mitchell has been Managing Director, Servicing & Disruptions Strategy at Southwest Airlines since July 2026, based in Grand Prairie, Texas. Lee Mitchell also lists Director, Customer Relations & Rapid Rewards at Southwest Airlines from September 2017 with no end date, a role the profile describes as business support functions for Customer Relations & Rapid Rewards Operations, including Customer Advocacy, Projects and Reporting.
Michelle Buckley
LinkedInExperience: Managing Director, Customer CARE · Southwest Airlines
Michelle Buckley has been Managing Director, Customer CARE at Southwest Airlines since July 2022, based in Dallas. At Southwest Airlines, Michelle Buckley was also Senior Director Of Operations, Customer Relations Rapid Rewards from 2020 to 2022, Director, Operations, Customer Relations & Rapid Rewards from 2017 to 2020 and Director, Business Support, Customer Relations & Rapid Rewards from 2014 to 2017.
Mike Hafner
LinkedInExperience: Vice President Customer Services · Southwest Airlines
Mike Hafner has been Vice President Customer Services at Southwest Airlines since November 2015, based in Red Oak, Texas, and the profile headline gives the same title. The listing shows this Southwest Airlines role only, so the rest of Mike Hafner's background is not shown here.
Rebecca Barrons
LinkedInExperience: Director Business Strategy - Customer Support and Services · Southwest Airlines
Rebecca Barrons has been Director Business Strategy - Customer Support and Services at Southwest Airlines since November 2003 and Director Operational Support there since October 2016, based in Carrollton, Texas. Rebecca Barrons also lists Director Staffing, Customer Quality and Revenue at Southwest Airlines from 2013, and was Center Leader there from 1995 to 2003.
Wayne Shaw
LinkedInExperience: Former Director Customer Relations & Rapid Rewards · Southwest Airlines
Wayne Shaw is a former Southwest Airlines customer relations leader who was Director Customer Relations & Rapid Rewards at Southwest Airlines from 2012 to 2017, based in Dallas, and lists Retired at Southwest Airlines since December 2020. Wayne Shaw was also Sr Director Inflight Crew Support there from 2018 to 2020 and Owner of Call Center Associates Inc from 1999 to 2010.
Choose the right perspective
Match the person's area, such as Customer CARE, customer relations, workforce planning or disruption servicing, to the decision you face. Check each person's dates and current title, since the timing of a role shapes what the person can speak to.
Questions to take into the conversation
- 01What did you focus on first when you took on your customer service role at Southwest Airlines?
- 02How do you plan contact center staffing for travel peaks and irregular operations?
- 03What has your own work taught you about keeping customers informed when flights are disrupted?
Reaching Southwest Airlines customer service leaders
How can I contact one of these Southwest Airlines customer service leaders?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 1 company: Southwest Airlines, based on profile data retrieved on October 25, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach Southwest Airlines customer service leaders?
You choose the offer, starting at $5 per person. The offer is what the person receives, and Instant Expert's fee is added on top, so a $100 offer costs you $125. The fee is 20% of what you pay. You're charged only when the person books the call or sends the answer.
What if they don't reply?
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Can an AI agent ask one of these Southwest Airlines customer service leaders a question?
Yes. An agent with a USDC wallet on Base can ask one question without an Instant Expert account. It names the person, for example by the LinkedIn URL on this page, and pays per ask over x402 (HTTP 402). The person answers in writing or by voice note, and if nobody answers within 7 days, the payment goes back to the wallet automatically. Claude and ChatGPT can do the same through the Instant Expert connector: setup is at /docs/mcp for Claude and /docs/chatgpt for ChatGPT. x402 docs
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot; roles marked former had ended by then. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.