Customer Operations Lead Specialist

Overview

WELCOME TO SITA

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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.

You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a Great Place to Work® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.PURPOSE

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The Customer Operations Lead Specialist serves as the primary operational point of contact for assigned customers, ensuring service excellence, operational stability, and customer satisfaction. The role is responsible for managing customer relationships, driving service improvement initiatives, coordinating resolution of operational issues, and proactively identifying opportunities to enhance the customer experience.

Working closely with internal stakeholders, technical teams, and customer-facing account teams, the Customer Operations Lead Specialist acts as a trusted advisor, ensuring customer commitments are achieved while supporting business growth, retention, and operational efficiency.

KEY RESPONSIBILITIES

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Customer Relationship Management

• Build and maintain strong working relationships with assigned customers.
• Act as the primary operational contact for customer service-related matters.
• Develop a deep understanding of customer environments, business objectives, and operational requirements.
• Conduct regular service reviews and operational meetings with customers.
• Support customer retention through proactive engagement and issue management.
• Ensure customer concerns and escalations are addressed in a timely and professional manner.

Service Delivery \& Operational Excellence

• Monitor service performance against agreed service levels and contractual commitments.
• Analyze operational performance metrics and identify trends, risks, and opportunities.
• Coordinate resolution of customer-impacting incidents and service issues.
• Drive root cause investigations and corrective action plans for recurring issues.
• Manage customer change requests and support implementation activities.
• Ensure compliance with operational processes and governance standards.

Customer Success \& Continuous Improvement

• Create and maintain customer success plans for assigned accounts.
• Identify opportunities to improve customer experience, operational efficiency, and service quality.
• Lead continuous improvement initiatives through collaboration with cross-functional teams.
• Utilize customer feedback, service data, and performance insights to recommend enhancements.
• Support customer adoption of new services, tools, and capabilities.

Stakeholder Management

• Collaborate with Technical Support, Engineering, Service Delivery, Sales, and Account Management teams.
• Coordinate internal resources to deliver customer commitments.
• Communicate customer priorities, risks, and opportunities to business stakeholders.
• Participate in customer business reviews and executive presentations when required.

Reporting \& Analysis

• Prepare and deliver operational reports, service reviews, and performance updates.
• Track customer health indicators and operational KPIs.
• Provide recommendations based on data analysis and customer insights.
• Maintain accurate customer records and documentation.

Subject Matter Expertise

• Act as a subject matter expert for customer operations processes and best practices.
• Support knowledge sharing and mentoring within the team.
• Contribute to process development and operational standardization initiatives.
• Assist in onboarding and coaching new team members.

Qualifications

EXPERIENCE

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• 7-8 years of experience in Customer Operations, Customer Success, Service Delivery, Technical Support, or Account Operations.
• Experience managing customer relationships in a B2B environment.
• Experience conducting service reviews and handling customer escalations.
• Experience working with cross-functional global teams.

Preferred

• ITIL Foundation Certification.
• Customer Success, Service Management, or Project Management certifications.
• Experience in telecommunications, aviation technology, managed services, or enterprise support environments.

KNOWLEDGE \& SKILLS

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Required

• 4-6 years of experience in Customer Operations, Customer Success, Service Delivery, Technical Support, or Account Operations.
• Experience managing customer relationships in a B2B environment.
• Experience conducting service reviews and handling customer escalations.
• Experience working with cross-functional global teams.

Preferred

• Experience supporting enterprise or strategic customers.
• Experience with service governance and operational performance management.
• Exposure to ITIL processes including Incident, Problem, and Change Management.

CORE COMPETENCIES

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Customer Focus

• Builds credibility and trust with customers.
• Demonstrates commitment to delivering positive customer outcomes.

Operational Excellence

• Manages multiple priorities effectively.
• Ensures high-quality execution and attention to detail.

Collaboration \& Influence

• Works effectively across matrix organizations.
• Influences stakeholders without direct authority.

Problem Solving

• Identifies root causes and develops practical solutions.
• Utilizes data and insights to drive decision-making.

Communication

• Excellent verbal and written communication skills.
• Confident presenter with the abil