Manager, Customer Operations (Customer Success)

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.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

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.

Qualifications

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.

SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process. 

Salary / Compensation Note

Hidden (-999)
Salary / Compensation Note

Hidden (-999)