Overview
WELCOME TO SITA
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.
ABOUT THE ROLE & TEAM
As Customer Operation manager, you will proactively manage the performance of the customer contract post-delivery by defining and executing a customer operation success plan.
You will be accountable to support with all aspects related to the performance of the support models towards delivering the customer commitments.
Reporting to the Senior Manager Customer Operations, you will be a part of the CSO EUR Airlines – West & Central Europe responsible for the Virgin Atlantic Airways Account.
WHAT YOU WILL DO
- Develop customer intimacy, build knowledge of the customer and ensure this knowledge is shared and kept updated
- Work hand in hand with the customer facing account team
- Strive to deliver exceptional customer service, ensuring a positive experience for every interaction
- Create and execute customer success plans to improve satisfaction and retention
- Perform regular customer service reviews with reports on customer metrics and success initiatives
- Collaborate with other departments to resolve customer issues and identify technical issues requiring higher‑level support or specialized teams to ensure satisfaction is achieved
- Maintain a deep understanding of the company’s products and services to provide accurate support
- Analyse customer data and feedback to identify trends, usage patterns, and potential issues while tracking engagement and satisfaction metrics
Qualifications
WHO YOU ARE
- 5-7 years of experience in a customer support or technical support role
- Strong experience in customer success, process improvement, or data analysis roles
- Strong knowledge of the Air Transport Industry, especially airline business
- Proven experience in creating and driving customer improvement plan.
- An excellent communicator, capable of building a strong relationship with the customer.
- Leaving near Crawley, West Sussex, to work together with the customer
NICE-TO-HAVE
- Technical knowledge about network solutions and SD-WAN
- Experience with data analysis tools and methodologies
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 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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