Customer Operations Lead Specialist

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. 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 Customer Operations Lead Specialist manages customer contract performance post-delivery, ensuring service quality and satisfaction. They support customer success plans and coordinate with account teams to monitor support performance. Acting as the customer advocate, they identify improvements and lead service-related interactions. The role aligns with ITIL practices, resolving issues efficiently while supporting retention and renewals. Daily collaboration spans across Field Services, Support, Sales, and other key teams.

What You Will Do

• Execute and own the Customer Success Plan, for Information Technology contracted products and services
• Monitor service delivery performance and ensure contracted support levels are consistently met ensuring alignment with SLAs and ITIL practices
• Serve as the customer’s primary operational contact, coordinating internal actions for issue resolution.
• Conduct service reviews and provide detailed reporting to customers and internal stakeholders.
• Oversee change and problem management, including escalations and coordination with technical teams.
• Build strong customer relationships and share customer insights across internal functions.
• Stay up to date on SITA’s products and services to support optimal customer adoption and use.
• Drive continuous improvement by gathering customer feedback and engaging with product teams.
• Support billing accuracy, contract renewals, and upsell opportunities with account teams.
• Ensure smooth onboarding and long-term adoption for new customers.
  
  

Qualifications

WHO YOU ARE

• A bachelor's degree or relevant professional qualifications in a field such as Business Administration, Information Technology, Customer Service Management, or another related discipline.
• 4-7 years’ experience in working in B2B customer-facing roles related to technology services.
• Experience in working in ITIL-based Service Management with Exposure to incident, change and problem management processes.
• Experience in timely coordination and collaboration across multiple departments and managing stakeholder communications including presentation skills.
• Hands-on experience with CRM systems and familiarity with ticketing systems.
• Customer focused mindset with solid skills in conflict management, critical thinking and adaptability with the changing circumstances.
• Good command of English language skills plus Spanish will be a definite advantage.
• Experience in performing data analysis is a definite advantage.
• Experience with technology services for the aviation industry 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 of wellbeing needs.

🚀 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.