Customer Operations Lead Specialist

Overview

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.

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.

• 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 elevate 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

• 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

• 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.

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

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 two days per 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 per year. We also offer Champion Health - a…