Customer Operations Lead Specialist

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

At SITA we believe in putting the customer at the center of everything we do. The primary objective of this role is to make SITA customers successful and seen as a business partner. Partnering with customers on SITA Service Management solutions that will help our customers achieve their business goals objectives and outcomes. As a Customer Operations Specialist you would be responsible for executing against our promises ensuring that our customers are receiving the most value from their investment. Provide proactive input leveraging the capabilities of SITA product & services to ensure we can retain and expand the account revenue.

As a Customer Operations Specialist, it is also expected of you to engage in, manage and maintain any third-party contracts that SITA might have fulfilled their contract with the client.

As per our internal career framework, this role is classified under the title Senior Client Service Representative . 

WHAT YOU’LL DO

• Develop a strong partnership with customer channel partners and SITA executive sponsors to drive product adoption and mitigate risk to renewal. Serve as the voice of the customer within SITA.
• Provide proactive tactical innovative advice to customers.
• Owns End-to-End Operational Escalation management and proactively manage escalation to ensure customer dissatisfaction issues are addressed at an early phase. 
• Partner with Sales to help ensure renewals and expansion opportunities are identified and closed successfully.
• Lead the Continual Process Improvement process with the customer including recommendations for service upgrades and proactively monitor SITA customer services identify improvement and risk areas and own the various service improvement plans.
• Maintain thorough knowledge of SITA products/services features and target markets by participating in formal and informal training.
• Manage other client service staff assigned to support the customer.
• Manage third party supplier/s according to contract specifications.
• Contribute with Sales and Bid teams to developing customer proposals by identifying any local factors that may impact on the operational model and/or associated internal and external costs.

ABOUT YOU

• Bachelor’s degree in IT, Telecom, or equivalent

• 7+ years of customer facing experience delivering IT services to internal or external customers

• 5+ years of experience in Airline / Air Transport industry



• Bilingual in Arabic and English (both required)
• Applicants must be Saudi nationals to be considered for this position.
  
  

EXPERIENCE:

• Proven track record in operational leadership with 5+ years in managing customer-facing functions, ideally within a SaaS or tech-driven environment, ensuring high service levels and operational excellence.
• Demonstrated success in relationship and stakeholder management : Skilled at fostering strong internal and external partnerships to drive customer satisfaction and retention across operational teams.
• Experience with onboarding and training customers : Ability to guide customers through the initial setup and ongoing use of a product or service.
• Experienced in driving business growth through operational insights : Able to support upselling and cross-sell strategies by identifying trends and aligning resources accordingly.
• Operational project coordination : While formal project management certification is not essential, being able to lead multiple initiatives and coordinate cross-functional teams toward shared objectives.
• Proficient in data analysis and operational reporting : Uses customer data and performance metrics to drive continuous improvement and optimize delivery service.
  
  

KNOWLEDGE:

• Deep understanding of operational strategies in customer success : Well-versed in best practices and processes that improve customer experience and team efficiency.
• Ability to align operational activities with business goals : Strong focus on translating customer needs into actionable plans, ensuring service delivery aligns with business outcomes.
• Familiarity with operational and customer success KPIs such as SLA adherence, case resolution time, key metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Health Scores
• Technically competent with products and systems : Able to troubleshoot basic issues and work closely with technical teams to address more complex challenges.
• Analytic thinking with problem solving as primary outcome.
  
  

SKILLS:

• Strong communication and stakeholder management : Confident in presenting to leadership, coordinating with cross-functional teams, and maintaining transparency across business units.
• Excellent problem-solving and critical thinking : Capable of analyzing operational challenges and implementing practical, scalable solutions.
• People leadership and team engagement : Builds trust with teams and customers alike through empathy, collaboration, and a customer-first mindset.
• Exceptional time management and organizational ability : Excels in balancing multiple responsibilities, meeting deadlines, and maintaining high service standards.

NICE-TO-HAVE

• Experience in a complex multi-cultural matrix management organization
• ITIL Certification

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 : 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.