Kelly Knox started her career at Southwest Airlines in 2011 after graduating from Florida State University with a bachelor’s degree in Marketing. It was a happy coincidence that Kelly likes to say proves “You don’t need to get every job, just the right one.”
She started at an entry level position in customer relations and learned the company from the ground up. The company has a philosophy of “empowering employees” by having them “know your role, know your goal.” From day one employees are encouraged to act and feel like owners.
Kelly has opened many new routes for the airline including Mexico, Cuba and Hawaii. She stressed the importance of listening and learning when going into a new market. Southwest puts great importance on being respectful and sensitive to local cultures.
Like every other organization, Southwest had to pivot due to COVID-19. They upgraded their cleaning, air filtration and safety precaution taken by crew and passengers, but the economic impact was significant. The airline offered voluntary separation and extended time off benefits for employees. They focused on taking care of their employees, being transparent about changes while providing consistent and frequent communication.
As part of their community outreach and support, Southwest offered complimentary cargo for medical equipment such as ventilators and personal protective equipment (PPE) during the pandemic.
Built as a low-cost carrier, Southwest was well positioned to weather the economic downturn and actually ended up opening 17 new destinations in the last years.
Kelly is passionate about her work, her organization, and is a great example of an effective and successful leader.