Were 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 worlds air travel industry.

Youll 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.

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.

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 companys 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.

Continuous Improvement & Analytics

· 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

People Management skills

· 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.

Education & Certifications

· Bachelor’s 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.

Functional Skills

· Communication (Expert)

· Customer Success Excellence (Expert)

· Problem Solving (Practitioner)

· Coordination & Time Management (Practitioner)

· Adaptability (Practitioner)

· Conflict Management (Expert)

· Collaboration (Practitioner)

· ITIL (Expert)

· English proficiency (Expert)

Technical Skills

· CRM tools (Practitioner)

· Data Analytics (Expert)

· Service Now Administration (Beginner)

· Business Acumen (Practitioner)

Additional Information

· Region: Europe / UK / Manchester

· Reporting to: Customer Operations Senior Manager / Customer Success Operations Director

· Budgetary Control: Yes

· Decision-Making Authority: Follows operational policies, practices, and procedures

If you’re passionate about customer success, operational excellence, and driving continuous improvements, we invite you to join our team!

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.

🌿 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 spanet 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.