John Giles
Summary
Dynamic and results-driven aviation leader with 18 years of management and 20 years of total experience at Southwest Airlines. Proven track record of leading high-performing teams, optimizing ramp, customer service and operations processes. Mentored future leaders focused on safety and performance while navigating large-scale organizational change. Recognized for strategic thinking, strong people leadership, and an unwavering commitment to safety and operational excellence.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Work History
Manager of Ramp & Operations//Assistant Station Manager
Southwest Airlines
BWI and DCA
10.2015 - 12.2025
- Lead ramp, operations, and customer service teams at a major airport, ensuring smooth coordination and performance across departments.
- Partnered closely with international operations and regulatory requirements.
- Mentored front-line leaders, fostering a culture of accountability and safety.
- Championed change management initiatives and maintained high team morale through transitions.
- Worked with Network Operations Center and Network Planning to create staffing and operating plans for optimal Station performance.
- Played a key role in and/or company KPIs
- Develop and maintain positive relationships with Employees, Partners and Vendors.
- Ensure company policies and procedures are followed and changes are implemented.
- Responsible for all facets of the Ramp Operation, interviews, hiring, terminations, coaching moments and crucial conversations.
- Maintain a good working relationship with T.W.U Union Representatives.
Customer Service Manager/ ELDP MGR
Southwest Airlines
Phoenix
10.2014 - 09.2015
- Selected for Southwest’s nationally recognized leadership development program.
- Rotated through multiple operational departments to gain cross-functional management experience.
- Collaborated on the company-wide ground ops reorganization initiative.
- Conducted AOP schedule analysis and presented strategic recommendations to executive leadership.
- Lead our Internal Customers by example and ensure External Customers receive Positively Outrageous Service.
- Lead with a Servant’s Heart
- Maintain good working relationship with IAM Union (CBA).
- Responsible for all facets of the Customer Service Operation, interviews, hiring, terminations coaching moments, crucial conversations and handling irate customers.
Ramp Supervisor
Southwest Airlines
BDL
04.2011 - 09.2014
- Lead daily ramp operations and supported both operations and customer service teams.
- Process and Continuous improvement efforts
- Worked directly with Employee Resources to manage attendance and other administrative duties.
- Ensured station training and compliance (Federal, OSHA and safety)
- Provide special care, attention, and assistance to all Internal and External Customers.
Ramp Supervisor
Southwest Airlines
Philadelphia
12.2007 - 04.2011
- Managed ramp activities in a high-volume, complex environment with 80+ daily departures.
- Handled ATC delays, weather disruptions, and resource constraints with poise and adaptability.
- Served as station safety representative and ramp administrative supervisor.
- Strengthened understanding of labor contracts and station-wide scheduling
- Cross Functional Training Above and Below the wing.
Ramp Agent
Southwest Airlines
BDL / MCO
11.2005 - 12.2007
- Gained foundational ramp experience and quickly took on leadership responsibilities as a trainer and safety rep.
- Contributed to the successful scaling of MCO operations during mega station transition.
- Developed early understanding of operational teamwork and communication best practices.
Education
Bachelor of Arts - Operations Management
Liberty National University
Wilmington , DE 08.2006 - 05.2010
Metropolitan Learning Center
Bloomfield, CTSkills
- Airport Ramp & Operations Leadership
- Safety & Compliance Management
- Cross-Departmental Coordination
- Strategic Scheduling & Resource Allocation
- Team Development & Mentoring
- Change Management
- Conflict Resolution
- Presentation to Executive Leadership
- Union/Labor Relations
- Incident Response & Crisis Management
Timeline
Manager of Ramp & Operations//Assistant Station Manager
Southwest Airlines
10.2015 - 12.2025
Customer Service Manager/ ELDP MGR
Southwest Airlines
10.2014 - 09.2015
Ramp Supervisor
Southwest Airlines
04.2011 - 09.2014
Ramp Supervisor
Southwest Airlines
12.2007 - 04.2011
Bachelor of Arts - Operations Management
Liberty National University
08.2006 - 05.2010
Ramp Agent
Southwest Airlines
11.2005 - 12.2007
Metropolitan Learning Center