Manager, Customer Operations (Customer Success)

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 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.

ABOUT THE ROLE & TEAM
The Manager, Customer Operations (Customer success) handles contract performance post-delivery by executing a success plan and supporting the customer-facing account team. The role focuses on ensuring customer satisfaction through proactive analysis, operational insights, and delivery of support commitments, while driving continuous improvement of processes, tools, and metrics across the customer lifecycle.

WHAT YOU WILL DO

Customer Operations

• Partner with the account team to oversee service delivery and performance.
• Conduct customer service reviews and support executive account planning.
• Build customer knowledge, share insights across back-office teams, and maintain up-to-date records.
• Stay current on products and updates to provide accurate guidance and ensure customers are on the latest release.
• Manage change requests, escalate technical issues, and follow up to ensure resolution and satisfaction.
• Collaborate with internal teams to resolve issues and provide feedback to the account team.

Continuous Improvement

• Analyze customer data and feedback to identify trends, risks, and engagement levels.
• Partner with the account team on retention strategies for at-risk customers.
• Manage success plans, documentation, and communications to improve satisfaction.
• Prepare reports on metrics and contribute to knowledge resources (FAQs, training).

ABOUT YOUR SKILLS

• 5-7 years' experience in customer or technical support within technology/services, ideally in fast-paced environments.
• Familiarity and prior experience with ITIL-based operation processes
• Proficiency with ticketing systems, CRM tools, and data analysis methodologies for tracking customer satisfaction.
• 5+ years in customer success, process improvement, or data analysis, with proven ability to drive improvement plans.
• 7+ years in managing customer relationship for on-going services, preferably in customer service or operations.
• Strong team management skills, including conflict resolution, resource planning, and developing teams to meet business goals.

• Bachelor's degree in a relevant field (e.g., Business Administration, Customer Service, Information Technology, or related discipline).
• Certifications (optional): ITIL for process and service management roles, or certifications in Customer Relationship Management (CRM) tools.

WHAT WE OFFER

SITA's workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:

Flex Week: Work from home up to 2 days/week (depending on your Team's needs).
Flex Day: You may wish to flex your arrival time at the office to beat rush hours or leave earlier for personal commitments. We encourage open communication with your manager about your needs and routine.
Flex-Location: Enjoy up to 30 workdays of benefits, anywhere in the world!
Employee Wellbeing: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.
Professional Development: Enhance your skills with our training platforms, inclusive of LinkedIn Learning!
Competitive Benefits: Access competitive benefits tailored to the local market and your 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 of 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 you believe you need a reasonable accommodation, please email Jean-Baptiste.Girukwayo@sita.aero. This Talent Acquisition Consultant will assist disabled job seekers whose disability prevents them from being able to apply online."

Pay Transparency Nondiscrimination Provision

In the U.S. (Massachusetts), the standard base pay range for this role is $100K - $115K Annual. This base pay range is for the U.S and is not applicable to locations outside of the U.S. Actual amounts will vary depending on experience, performance, and location. In addition to competitive base pay, employees in this role may be eligible for incentive compensation. Incentive compensation is not guaranteed.