SITA · 5 months ago
Customer Operations Lead Specialist
Atlanta, United States
Full-time
Hybrid
Mid Level
4+ years expSITA is a leading technology and communication provider for the air travel industry, partnering with over 2,500 clients globally. The Senior Customer Operations Lead Specialist will proactively manage customer contract performance, ensuring satisfaction through effective service delivery and performance analysis.
AerospaceAir TransportationInformation TechnologyTelecommunicationsTransportation
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 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 change management and problem management processes
Qualification
Required
A bachelor's degree in a relevant 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
Preferred
Experience in performing data analysis is a definite advantage
Experience with technology services for the aviation industry is a plus
Benefits
Flex Week: Work from home up to 2 days/week (depending on your customers’ 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 well-being 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.
Company
SITA
SITA is an IT company that provides information technology and telecommunication services to the air transport industry. It is a sub-organization of SITA.
5001-10000 employees
H1B Sponsorship
SITA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (4)
2023 (1)
2022 (6)
2021 (5)
2020 (9)
Funding
Current Stage
Late StageTotal Funding
$400M2022-07-07Debt Financing· $400M
Leadership Team
David Lavorel
CEO
Nathalie Altwegg
SVP of Airports
Recent News
GlobeNewswire
2025-12-19
Company data provided by crunchbase