Customer Operations 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.

"English-language CV required due to the international nature of the role."

About The Role & Team

The Customer Operations Specialist partners with customer-facing account teams to ensure successful service delivery, operational performance, and customer satisfaction. This role supports customer success plans, conducts service performance reviews, manages customer escalations, and provides operational insights to help customers achieve their business objectives. The position serves as a key liaison between customers and internal teams, driving continuous improvement, effective issue resolution, and strong customer relationships.

What You’ll Do

• Partner with account teams to monitor service delivery, operational performance, and customer commitments.
• Conduct regular service reviews and support customer executive business reviews.
• Build and maintain strong customer relationships while ensuring customer information and operational knowledge are shared across internal teams.
• Provide guidance on products, services, updates, and releases to support customer adoption and success.
• Manage customer change requests and oversee change management and problem management processes.
• Identify, troubleshoot, and escalate complex technical issues to appropriate support teams.
• Analyze operational and service performance data to identify trends, risks, and improvement opportunities.
• Collaborate with cross-functional teams to resolve customer issues and enhance service quality.
• Follow up on customer concerns to ensure timely resolution and high levels of satisfaction.
• Deliver exceptional customer service while supporting customer retention and long-term account success.
  
  

Qualifications

ABOUT YOUR SKILLS

• 2-4 years of experience in customer success/Operations.
• Experience troubleshooting technical issues and working with customer-facing teams.
• Hands-on experience with CRM systems and familiarity with ticketing systems.
• Exposure to change management and problem management processes.
  
  

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’ve 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, Microsoft's 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 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. 

Salary / Compensation Note

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