Customer Operations Lead Specialist

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.

Youll find us in 95% of international airports working closely with over 2500 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 dont just move the world forward-were proud to be recognized as a Great Place to Work by 79% of 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

At SITA we believe in putting the customer at the center of everything we do. The primary objective of this role is to make SITA customers successful and seen as a business partner. Partnering with customers on SITA Service Management solutions that will help our customers achieve their business goals objectives and outcomes. As a Customer Operations Specialist you would be responsible for executing against our promises ensuring that our customers are receiving the most value from their investment. Provide proactive input leveraging the capabilities of SITA product & services to ensure we can retain and expand the account revenue.

As a Customer Operations Specialist it is also expected of you to engage in manage and maintain any third-party contracts that SITA might have fulfilled their contract with the client in Algeria and other African countries.

WHAT YOULL DO

• Develop a strong partnership with customer channel partners and SITA executive sponsors to drive product adoption and mitigate risk to renewal. Serve as the voice of the customer within SITA.
• Provide proactive tactical innovative advice to customers.
• Owns End-to-End Operational Escalation management and proactively manage escalation to ensure customer dissatisfaction issues are addressed at an early phase.
• Partner with Sales to help ensure renewals and expansion opportunities are identified and closed successfully.
• Lead the Continual Process Improvement process with the customer including recommendations for service upgrades and proactively monitor SITA customer services identify improvement and risk areas and own the various service improvement plans.
• Maintain thorough knowledge of SITA products/services features and target markets by participating in formal and informal training.
• Manage other client service staff assigned to support the customer.
• Manage third party supplier/s according to contract specifications.
• Contribute with Sales and Bid teams in developing customer proposals by identifying any local factors that may impact on the operational model and/or associated internal and external costs.

WHO YOU ARE

• Bachelors degree in IT Telecom or equivalent.

• 4-7 years of experience customer facing experience delivering IT services to internal or external customers.

• Bilingual in Arabic English & French.
  
  

EXPERIENCE:

• Proven track record in operational leadership with 4 years in managing customer-facing functions ideally within a SaaS or tech-driven environment ensuring high service levels and operational excellence.
• Demonstrated success in relationship and stakeholder management: Skilled at fostering strong internal and external partnerships to drive customer satisfaction and retention across operational teams.
• Experience with onboarding and training customers: Ability to guide customers through the initial setup and ongoing use of a product or service.
• Experienced in driving business growth through operational insights: Able to support upselling and cross-sell strategies by identifying trends and aligning resources accordingly.
• Operational project coordination: While formal project management certification is not essential being able to lead multiple initiatives and coordinate cross-functional teams toward shared objectives.
• Proficient in data analysis and operational reporting: Uses customer data and performance metrics to drive continuous improvement and optimize delivery service.
  
  

KNOWLEDGE:

• Deep understanding of operational strategies in customer success: Well-versed in best practices and processes that improve customer experience and team efficiency.
• Ability to align operational activities with business goals: Strong focus on translating customer needs into actionable plans ensuring service delivery aligns with business outcomes.
• Familiarity with operational and customer success KPIs such as SLA adherence case resolution time key metrics like Net Promoter Score (NPS) Customer Satisfaction (CSAT) and Customer Health Scores
• Technically competent with products and systems: Able to troubleshoot basic issues and work closely with technical teams to address more complex challenges.
• Analytic thinking with problem solving as primary outcome.
  
  
  

SKILLS:

• Strong communication and stakeholder management: Confident in presenting to leadership coordinating with cross-functional teams and maintaining transparency across business units.
• Excellent problem-solving and critical thinking: Capable of analyzing operational challenges and implementing practical scalable solutions.
• People leadership and team engagement: Builds trust with teams and customers alike through empathy collaboration and a customer-first mindset.
• Exceptional time management and organizational ability: Excels in balancing multiple responsibilities meeting deadlines and maintaining high service standards.

NICE-TO-HAVE

• Experience in a ATI industry
• ITIL Certification

Were all about diversity. We operate in 200 countries and speak 60 different languages and cultures. Were 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 its 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 teams 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: At SITA we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning Microsofts Enterprise Skills Initiative and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling Harvard Business Publishing for people leadership Stanford for strategic development and many others we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.

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 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.