About the role
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 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.
PURPOSE
A Customer Operations Lead Specialist 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 Operation Lead Specialist 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.
KEY RESPONSIBILITIES
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 customers are kept at the latest level of release
Identify and manage customer change requests.
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 d…
