Customer Operations Manager

SITA Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Introduction

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?

Job Summary

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 (up to VP level) on SITA Service Management solutions that will help our customers achieve their business goals objectives and outcomes.

Key Responsibilities

• Define and execute a customer success plan that meets contractual performance objectives
• Developing and managing customer interactions across all touchpoints, to ensure a seamless and positive experience, which aligns with customer expectations and business objectives
• Conduct regular service reviews and prepare materials for executive-level presentations
• Monitor performance, escalate issues and follow up to resolution
• Manage customer requests, ensuring timely implementation and clear communication
• Analyse operational data to identify risks and improvement opportunities; lead service enhancement initiatives
• Maintain up-to-date knowledge of customer needs, product features and release updates
• Collaborate with Sales and Bid teams to identify and close renewal and expansion opportunities
• Align objectives and resources with business goals; report progress to senior management

Requirements

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.

Benefits include :

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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