Manager Customer Operations

SITA Switzerland Sarl • Atlanta, GA

1d • Hybrid

About The Position

The Manager, Customer Operations is responsible for leading operational teams focused on service delivery and customer support, ensuring high service quality, productivity, and compliance with operational procedures. The role oversees the escalation and resolution of complex operational issues while driving continuous service improvement initiatives. As part of the customer-facing account team, the Manager proactively oversees customer contract performance post-delivery by developing and executing customer success plans. The position supports all aspects related to support model performance, provides proactive operational analysis and insights, and helps ensure customer satisfaction and fulfillment of customer commitments. The role also focuses on the continuous improvement of internal processes, tools, and metrics to enhance operational efficiency and the overall customer lifecycle experience.

Requirements

• A bachelor's degree in a relevant field such as Business Administration, Customer Service, Information Technology, or another related discipline.
• Certifications such as ITIL (Information Technology Infrastructure Library) for process and service management roles, or certifications in Customer Relationship Management (CRM) tools.
• 5-7 years of experience in a Customer Operations /Success Manager role, preferably in a fast-paced environment or in the IT Services sector.
• Strong communication and presentation skills with ability to lead monthly reviews.
• Experience in customer success-related process improvement, data analysis roles for tracking customer satisfaction metrics.
• Communicates Effectively (Open Communication)
• Customer Focus (Customer-Centric Focus)
• Directs Work
• Masters Service Conversations
• Builds Customer Loyalty
• Navigates Customer Challenges

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.
• 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 requests and problem management processes
• 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

Benefits

• Flex Week: Work from home up to 2 days/week (depending on your Team's needs).
• Flex Day: You may wish to flex your arrival time at the office to beat rush hours or leave earlier for personal commitments. We encourage open communication with your manager about your needs and routine.
• Flex-Location: Enjoy up to 30 workdays of benefits, anywhere in the world!
• Employee Wellbeing: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.
• Professional Development: Enhance your skills with our training platforms, inclusive of LinkedIn Learning!
• Competitive Benefits: Access competitive benefits tailored to the local market and your employment status.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager