Customer Operations Lead Specialist

Overview: 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 79% of 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

A Customer Operations Lead Specialist proactively manages the performance of customer contracts post-delivery by defining and executing a customer operations success plan.

As part of the customer-facing account team, this role supports all aspects related to the performance of support models to ensure delivery against customer commitments. The role provides proactive analysis and insights into customer operations while ensuring high levels of customer satisfaction.

What You Will Do

• Work closely with the customer-facing account team to oversee the delivery and technical performance of services
• Conduct regular customer service reviews and support the account team in executive reviews and planning
• Build strong customer relationships, develop deep knowledge of customer needs, and ensure this knowledge is shared and kept up to date across all back-office functions
• Maintain a strong understanding of the company’s products and services to provide accurate support
• Stay updated on product releases, features, and common issues, ensuring customers are aligned with the latest updates
• Identify and manage customer change requests
• Identify and escalate technical issues requiring higher-level support or specialized teams
• Follow up with customers to ensure issues are resolved and satisfaction is achieved
• Collaborate with internal departments to resolve customer issues and share feedback with the account team
• Deliver exceptional customer service, ensuring a positive experience in every interaction
• Supervise and manage change management and problem management processes

Who You Are

• Turkish national
• 5–8 years of experience in Customer Operations or Customer Success roles
• Bachelor's degree in IT field such as Information Technology or another related discipline.
• Experience troubleshooting technical issues and working with customer-facing teams
• Hands-on experience with CRM tools and familiarity with ticketing systems
• Exposure to change management and problem management processes
• Experience coordinating across departments and managing stakeholder communication
• Experience in resource planning and team-level decision-making

Nice to Have

Functional Skills

• Native-level proficiency in Turkish and English
• Related Experience in the aviation sector
• Strong communication skills
• Customer success excellence mindset
• Problem-solving abilities
• Coordination and time management skills
• Adaptability
• Conflict management
• Collaboration
• ITIL (Information Technology Infrastructure Library) certification for change and problem management processes.

Technical Skills

• Knowledge of products and services
• Customer Relationship Management (CRM) tools
• Data analytics
• Technical documentation and writing

Qualifications: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: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From Eurostaffs Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.

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.