Customer Operations Lead Specialist

Overview

Welcome to SITA. At SITA we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry. We operate in 95% of international airports and work closely with over 2,500 transportation and government clients. We thrive on delivering fresh solutions and cutting‑edge tech to keep operations running like clockwork.

SITA is proud to be recognized as a Great Place to Work® and is certified in most of our growing locations. Here, employees feel empowered, supported, and inspired to grow.

A Senior Customer Operations Specialist proactively manages the performance of the customer contract post‑delivery by defining and executing a customer operation success plan. As part of the customer‑facing account team, the role supports all aspects related to the performance of services toward delivering customer commitments, performs proactive performance analysis, provides insights into customer operations, and ensures customer satisfaction.

• Work hand in hand with the customer‑facing account team to oversee the delivery and technical performance of services.
• Perform regular customer service reviews and support the customer account team in executive reviews and plans.
• Develop customer intimacy, build knowledge of the customer, and ensure this knowledge is shared and kept updated for all back‑office functions.
• Maintain a deep understanding of the company’s products and services to provide accurate support.
• Stay updated on product updates, features, and common issues to assist customers effectively and keep them at the latest level of release.
• Identify and manage customer change requests.
• Identify and escalate technical issues requiring higher‑level support or specialized teams.
• Follow up with customers to ensure their issues are resolved and satisfaction is achieved.
• Collaborate with other departments to resolve customer issues and share feedback with the customer‑facing team.
• Strive to deliver exceptional customer service, ensuring a positive experience for every interaction.
• Supervise the change management and problem management processes.

• A bachelor’s degree in Business Administration, Information Technology, Customer Service Management, or another relevant discipline.
• 4‑7 years of experience in B2B customer‑facing roles related to technology services.
• Experience in ITIL‑based Service Management with exposure to incident, change and problem management processes.
• Experience coordinating and collaborating across multiple departments and managing stakeholder communications, including presentation skills.
• Hands‑on experience with CRM systems and familiarity with ticketing systems.
• Customer‑focused mindset with solid skills in conflict management, critical thinking and adaptability to changing circumstances.
• Good command of English language skills.
• Experience performing data analysis is a definite advantage.
• Experience with technology services for the aviation industry is a plus.

We celebrate diversity and operate in 200 countries, speaking 60 different languages and cultures.

• 🏡
  Flex Week
  :
  Work from home up to 2 days/week (depending on customer needs).
• ⏰
  Flex Day
  :
  Adjust your workday to suit your life and plans.
• 🌎
  Flex‑Location
  :
  Take up to 30 days a year to work from any location in the world.
• 🌿
  Employee Wellbeing
  :
  Our Employee Assistance Program (EAP) is available 24/7, 365 days a year, and we also offer Champion Health – a personalized platform for well‑being needs.
• 🚀
  Professional Development
  :
  Level up your skills with our training platforms, including Linked In Learning.
• 🙌
  Competitive Benefits
  :
  Benefits tailored to your local market and employment status.

Equal Employment Opportunity Employer / Veterans / Disabled.

SITA is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

If you have a disability and believe you need a reasonable accommodation, please email rehan.pererao. This Talent Acquisition Consultant will assist disabled job seekers whose disability prevents them from applying online.

Pay Transparency Nondiscrimination Provision