Customer Operations Lead Specialist

WELCOME TO SITA

SITA is the leading specialist in air transport communications and information technology. We don't just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.

Are you ready to redefine air travel? The journey starts here, with you at SITA.

ABOUT THE ROLE & TEAM

The Customer Operations Lead Specialist ensures customer success by executing support plans, analyzing operations performance, and driving actions that deliver on commitments and satisfaction.

WHAT YOU WILL DO

• Partner with account teams to oversee service delivery and technical performance.
• Conduct regular customer service reviews and support executive account planning.
• Build strong customer relationships and ensure shared, updated knowledge across functions.
• Maintain deep expertise in company products and services to provide accurate support.
• Manage customer change requests and escalate complex technical issues when needed.
• Ensure timely follow-up with customers to confirm resolution and satisfaction.

ABOUT YOUR SKILLS

• 4-7 years of experience troubleshooting technical issues and working with customer-facing team.
• Hands-on experience with CRM systems and familiarity with ticketing systems
• Exposure to change management and problem management processes
• Experience coordinating across departments and managing stakeholder communications

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:

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. (California), the standard base salary range for this role is $75,000.00 to $85,000.00 per year. This range applies only to positions based in California and does not apply to roles in other locations. Actual compensation may vary based on factors such as experience, performance, and location. In addition to competitive base pay, employees in this role may be eligible for incentive compensation; however, such compensation is not guaranteed