Manager Customer Operations
4 semanas atrás
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’re a global company with a presence 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. The Customer Operations Manager role is part of the customer-facing account team and is responsible for proactively managing the performance of customer contracts post-delivery. This includes defining and executing a customer operation success plan, providing proactive analysis and insights into customer operations, and ensuring customer satisfaction. Key Responsibilities Work closely 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. 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. Requirements A bachelor's degree in a relevant field such as Business Administration, Customer Service, Information Technology, or another related discipline. 5-7 years of experience in a customer support or technical support role, preferably in Aviation or IT Service Management industry. Experience working with ticketing systems and CRM tools. Strong experience in customer success, process improvement, or data analysis. Experience with data analysis tools and methodologies for tracking customer satisfaction metrics. Proven experience in creating and driving customer improvement plans. Previous experience in leadership or management roles along with solid team management in the relevant sector, preferably in customer service, operations, or a related field. Demonstrated experience in conflict resolution and resource planning. Fluent in English, Spanish is a plus. What We Offer 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. 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. #J-18808-Ljbffr
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