Manager Customer Operations

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.

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 Manager Customer Operations 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.

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.

Who You Are

• Bachelor's degree in IT, Telecom, or equivalent.
• 5+ years of customer facing experience delivering IT services to internal or external customers.
• 5+ years of experience in Airline / Air Transport industry is a plus.
• Bilingual in Arabic and English (both required).
• for this role the candidate will work full-time at the customer side" Hamad International Airport".

EXPERIENCE:

• Proven track record in operational leadership

with 4+ 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 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.