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- Tasks: Manage customer operations and ensure satisfaction through effective communication and process improvements.
- Company: Join SITA, a leader in air travel tech, supporting 2,500+ clients globally.
- Benefits: Enjoy remote work options, competitive benefits, and a focus on employee wellbeing.
- Why this job: Be part of a diverse team driving innovation in the aviation industry with a strong impact.
- Qualifications: Bachelor's degree required; 5-7 years in customer support and management experience preferred.
- Other info: SITA values diversity and encourages applications from all backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
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Job Opportunity: Manager, Customer Operations
We\’re the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world\’s air travel industry.
You\’ll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?
Are you ready to love your job? The adventure begins right here, with you, at SITA.
PURPOSE
We are seeking a Manager, Customer Operations to proactively manage customer contract performance post-delivery by defining and executing a customer operation success plan. As a key member of the customer-facing account team, this role ensures customer satisfaction, drives process improvements, and fosters strong relationships with internal and external stakeholders.
KEY RESPONSIBILITIES
Customer Operations Management
· Oversee service delivery and technical performance in collaboration with other customer-facing teams.
· Conduct regular customer service reviews and support executive planning.
· Build customer knowledge and ensure updates are communicated across teams.
· Maintain a deep understanding of the company\’s products and services for accurate support.
· Identify and escalate technical issues, as well as manage customer change requests.
· Supervise change management and problem management processes.
· Analyze customer data to track engagement, identify trends, and improve satisfaction metrics.
· Develop and implement customer retention strategies.
· Support documentation and communication efforts to enhance customer experience.
· Contribute to knowledge management resources such as FAQs and training materials.
· Help improving internal tools, processes, and efficiency.
NICE-TO-HAVE
· Lead and develop a team by providing coaching, resolving conflicts, and fostering professional growth.
· Monitor performance and ensure compliance with company policies.
· Plan resources effectively and maintain clear communication across departments.
Qualifications
REQUIRED QUALIFICATIONS
Education & Certifications
· Bachelors degree in business administration, Customer Service, Information Technology, or a related field.
· Optional certifications such as ITIL for process and service management or CRM tool certifications.
Experience
· 5-7 years in customer support, technical support, or a related field.
· +2 years ATI/Aviation/Airport background and UK Airports knowledge, desired
· Experience with ticketing systems and CRM tools
· Strong background in customer success, process improvement, or data analytics.
· Proven ability to drive customer improvement and success plans, retention strategies.
· 7+ years in management roles with demonstrated team development and conflict resolution skills.
SKILLS & COMPETENCIES
Functional Skills
· Customer Success Excellence (Expert)
· Adaptability (Practitioner)
Technical Skills
· Service Now Administration (Beginner)
· Business Acumen (Practitioner)
Additional Information
· Reporting to: Customer Operations Senior Manager / Customer Success Operations Director
· Budgetary Control: Yes
· Decision-Making Authority: Follows operational policies, practices, and procedures
If youre passionate about customer success, operational excellence, and driving continuous improvements, we invite you to join our team!
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.
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.
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Customer Service Manager employer: SITA
Contact Detail:
SITA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Familiarise yourself with SITA's products and services. Understanding their technology and communication innovations will not only help you in interviews but also demonstrate your genuine interest in the company and its mission.
✨Tip Number 2
Network with current or former employees of SITA, especially those in customer operations roles. They can provide valuable insights into the company culture and expectations, which can be a game-changer during your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer success and process improvements in your previous roles. Tailoring your experiences to align with the key responsibilities listed in the job description will make you stand out.
✨Tip Number 4
Stay updated on trends in customer service and aviation. Being knowledgeable about industry developments can help you engage in meaningful conversations during interviews and show that you're proactive about your professional growth.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and management. Emphasise your skills in customer success, process improvement, and any specific knowledge related to the aviation industry.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and operational excellence. Mention specific examples of how you've driven customer satisfaction and improved processes in previous roles.
Highlight Relevant Qualifications: Clearly list your educational background and any certifications that are relevant to the role, such as ITIL or CRM tool certifications. This will demonstrate your commitment to professional development.
Showcase Leadership Experience: If you have experience leading teams, make sure to include this in your application. Discuss how you've developed team members and resolved conflicts, as these are key aspects of the role.
How to prepare for a job interview at SITA
✨Understand the Company and Its Operations
Before your interview, make sure to research SITA thoroughly. Understand their role in the aviation industry, their key clients, and the technologies they use. This knowledge will help you demonstrate your interest and show how you can contribute to their customer operations.
✨Prepare for Scenario-Based Questions
As a Customer Service Manager, you'll likely face scenario-based questions that assess your problem-solving skills and ability to handle customer issues. Prepare examples from your past experience where you've successfully managed customer relationships or resolved conflicts.
✨Highlight Your Leadership Skills
Since the role involves leading a team, be ready to discuss your leadership style and experiences. Share specific instances where you've coached team members, resolved conflicts, or implemented process improvements that led to better customer satisfaction.
✨Showcase Your Analytical Skills
The job requires analysing customer data to improve satisfaction metrics. Be prepared to discuss your experience with data analytics and how you've used insights to drive customer success and retention strategies in previous roles.
