Customer Operations Manager

**Overview**:
**WELCOME TO SITA**:

- We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.
- You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?
- Are you ready to love your job? The adventure begins right here, with you, at SITA.

**ABOUT THE ROLE & TEAM**

A Customer Operation Manager 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 Operations Manager 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.
- Continuous Improvement of the internal processes, tools, and metrics that support the customer facing account team, to improve the overall customer lifecycle experience and processes are part of this role.

**WHAT YOU WILL DO**

**Customer Operations**
- 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 customer is kept at latest level of release
- 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 customer change management and problem management processes

**Continuous Improvement**

- Analyze customer data and feedback to identify trends, usage patterns, and potential issues while tracking engagement and satisfaction metrics.
- Collaborate with the customer facing account team to identify at-risk customers and develop effective retention strategies
- Assist in creating and executing customer success plans, documentation, and customer-facing communications to improve satisfaction and retention
- Prepare reports on customer metrics and success initiatives while contributing to knowledge management resources like FAQs and training materials
- Support the implementation of tools and process improvements to enhance customer experience and operational efficiency.

**Qualifications**:
**WHO YOU ARE**
- A bachelor's degree in a relevant field such as Business Administration, Customer Service, Information Technology, or another related discipline.
- Certifications (Optional): Certifications such as ITIL (Information Technology Infrastructure Library) for process and service management roles, or certifications in Customer Relationship Management (CRM) tools.
- 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 plan.
- Demonstrated experience in conflict resolution, and resource planning.
- Fluent in English, Spanish 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 o