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. 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 A Customer Operations Lead Specialist proactively manages the performance of the customer contract post-delivery by defining and executing a customer operation success plan. Being part of the customer facing account team the role of the Customer Operation Lead Specialist is to support with all aspects related to the performance of the support models towards delivering the customer commitments providing proactive analysis insights into customer operations and ensure customer satisfaction. KEY RESPONSIBILITIES Working 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 the 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 ensure customers are kept 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 and manage the change management and problem management processes Qualifications EXPERIENCE A bachelor's degree in a relevant field such as Business Administration, Information Technology, Customer Service Management, or another related discipline. 4-7 years’ experience in working in B2B customer-facing roles related to technology services. Experience in working in ITIL-based Service Management with Exposure to incident, change and problem management processes. Experience in timely coordination and collaboration 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 with the changing circumstances. Good command of English language skills. Experience in performing data analysis is a definite advantage. Experience with technology services for the aviation industry is a plus. WHAT WE OFFER We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever. 🏡 Flex Week: Work from home up to 2 days/week (depending on your team's needs) ⏰ Flex Day: Make your workday suit your life and plans. 🌎 Flex-Location: Take up to 30 days a year to work from any location in the world. 🌿 Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs. 🚀 Professional Development: Level up your skills with our training platforms, including LinkedIn Learning! 🙌 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status. SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.