CS&S Mission Statement

Our Vision is to know our Cohearts and Customers, meet them where they are, and deliver experiences that make them feel welcomed, cared for, and appreciated.

James has been in and around the airline industry for almost 30 years. His airline education started when his dad joined Eastern Airlines as a Ramp Manager in 1987, and James helped him with his city code test. His dad went on to have a successful career in airline management, and James learned along the way. James started his airline career in 1992 with Ogden Aviation Services as an Appearance Technician. In 1994 James joined ValuJet as a Reservations Agent, and when ValuJet became AirTran in 1997, James continued to grow with the company. He was promoted to several Leadership positions while at AirTran. He was the Atlanta Reservations Call Center General Manager before joining Southwest /as Sr. Manager of Center Operations in 2012. James’ first major assignment at Southwest was consolidating the three AirTran Reservations Call Centers into one in Atlanta, GA. In January 2019, he became the Vice President of Customer Service & Support (CS&S).

James has been married to his wife Precious for 21 years, and they are proud parents to two children, James Jr. (Jay) and Skylar (Sky).