Tania Souza
Ashburn,VA
Summary
Senior operations and public-facing service leader with 25+ years of progressive leadership experience at Southwest Airlines, overseeing complex, highly regulated environments serving large, diverse populations. Proven ability to lead cross-functional teams, manage multimillion-dollar operational budgets, and drive performance in fast-paced, high-demand settings. Experienced in labor relations, stakeholder engagement, and implementing strategic initiatives aligned with executive leadership priorities. Recognized for building collaborative cultures, improving operational efficiency, and delivering high-quality, customer-centered services at scale.
Overview
24
24
years of professional experience
Work History
Station Manager (Executive Operations Lead)
Southwest Airlines
Washington Dulles (IAD)
01.2023 - Current
- Lead complex, high-volume airport operations, overseeing cross-functional teams responsible for safety, compliance, customer service, and operational performance in a federally regulated environment
- Manage staffing strategy, workforce planning, and overtime controls to ensure efficient resource allocation and fiscal responsibility
- Oversee operational budgets and financial controls, ensuring expenditures align with organizational goals and compliance standards
- Drive performance management systems using key metrics, holding leadership teams accountable for achieving operational and service targets
- Collaborate with internal departments and external partners to ensure coordinated service delivery and continuous operational improvement
- Lead change management initiatives, improving processes, communication, and operational outcomes across departments
- Promote a culture of safety, accountability, and service excellence while reducing operational risk
Manager, Ramp & Operations
DAL
01.2017 - 01.2019
- Oversaw critical ground operations, ensuring safety compliance, operational efficiency, and effective workforce utilization
- Managed equipment, logistics, and personnel to support high-volume operations with minimal disruption
- Supported workforce planning and leadership development through training and mentoring initiatives
Manager, Customer Service (Multi-Site Leadership Role)
FLL / DAL
01.2013 - 01.2017
- Directed large frontline teams and supervisory staff, aligning daily operations with organizational performance goals and customer service standards
- Partnered with senior leadership to implement strategic initiatives and improve service delivery across multiple locations
- Led hiring, training, performance evaluation, and disciplinary actions in alignment with labor agreements and organizational policies
- Strengthened stakeholder relationships and enhanced customer experience through service excellence initiatives
- Utilized performance data to improve efficiency, accountability, and team outcomes
Analyst – Airport Solutions / Operations Technology
HDQ
01.2008 - 01.2012
- Partnered with project managers and stakeholders to test and implement operational systems supporting enterprise-wide functions
- Contributed to process improvements and system enhancements through user feedback and data analysis
Customer Service Supervisor
Southwest Airlines
Multiple Locations
01.2002 - 2012
- Supervised daily operations and frontline personnel in a dynamic, high-demand environment
- Coordinated staffing and operational adjustments to meet real-time service needs
- Collaborated across departments to achieve performance and service delivery goals
Education
Business Administration -
Gama Filho University
BrazilSkills
- Executive Operations Leadership
- Strategic Planning & Execution
- Budget & Financial Oversight
- Labor & Collective Bargaining Management
- Cross-Functional Team Leadership
- Performance Management & Metrics
- Stakeholder & Community Engagement
- Process Improvement (Six Sigma)
- Safety, Compliance & Risk Management
- Operations management
- Work planning
- Team development
- Team oversight
Affiliations
- Committee for Dulles
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Station Manager (Executive Operations Lead)
Southwest Airlines
01.2023 - Current
Manager, Ramp & Operations
DAL
01.2017 - 01.2019
Manager, Customer Service (Multi-Site Leadership Role)
FLL / DAL
01.2013 - 01.2017
Analyst – Airport Solutions / Operations Technology
HDQ
01.2008 - 01.2012
Customer Service Supervisor
Southwest Airlines
01.2002 - 2012
Business Administration -
Gama Filho University