Customer Operations Lead Specialist

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.

**PURPOSE**

A Customer Operations Lead Specialist proactively manages the performance of the customer contract post-delivery by defining and executing a customer operation success plan. Being part of the customer-facing account team, the role of the Customer Operation Lead Specialist is to support with all aspects related to the performance of the support models towards delivering the customer commitments providing proactive analysis insights into customer operations and ensure customer satisfaction.

**KEY 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 customer is kept at latest level of release
- Identify and manage customer change request.
- 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
- Foster a collaborative and productive team environment by having a leadership mindset
- Resolve conflicts fairly and constructively.
- Align objectives and resources with the responsible manager.
- Assign tasks based on individual strengths and workloads.
- Ensure clear and transparent communication with stakeholders.
- Make informed decisions balancing team needs and business objectives

Qualifications:
**EXPERIENCE**
- 4-7 years of Experience in customer management 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.
- Experience coordinating across departments and managing stakeholder communications. Experience in resource planning and decision-making at the team level.
- ATI knowledge & experience is nice to have

**KNOWLEDGE & SKILLS**

Functional Skills:

- Communication
- Customer Success Excellence
- Problem Solving
- Coordination & Time Management
- Adaptability
- Conflict Management
- Collaboration
- ITIL
- Fluent English & Native German Speaker

Technical Skills:

- Knowledge of Products / Services
- Customer Relationship Management Tools
- Data Analytics
- Technical Documentation & Writing
- Technical background nice to have

**EDUCATION & QUALIFICATIONS**
- A bachelor's degree in a relevant field such as Business Administration Information Technology Customer Service Management or another related discipline.
- Equivalent work experience may also be considered in lieu of formal education. Certifications (Optional)
- ITIL (Information Technology Infrastructure Library) certification for change and problem management processes.
- Leadership certifications (e.g. Certified Team Leader or similar)

**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**: on request 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