Customer Operations Lead: Global Success & Insights

SITA Group; Chihuahua; Hybrid; MXN 900,000 - 1,300,000; Full time

Benefits offered by this job

Flex Week

Flex Day

Flex Location

Employee Wellbeing

LinkedIn Learning

Competitive Benefits

Job summary

SITA is seeking a Manager, Customer Operations to drive contract performance post-delivery by executing a success plan and supporting the customer-facing team. The role emphasizes proactive analysis, delivery of commitments, and improved processes across the customer lifecycle.

You will partner with the account team, conduct reviews, manage knowledge sharing, and stay current on product updates to ensure customer satisfaction and retention while leading continuous improvement efforts across

Qualifications

• 5-7 years' experience in customer or technical support within technology/services
• Familiarity with ITIL-based operation processes
• Proficiency with ticketing systems, CRM tools, and data analysis methodologies
• 5+ years in customer success, process improvement, or data analysis

Responsibilities

• Oversee service delivery and performance with the account team
• Conduct customer service reviews and support executive account planning
• Build customer knowledge and share insights with back-office teams
• Stay current on products and updates to guide customers on latest releases
• Manage change requests and follow up to ensure resolution and satisfaction
• Collaborate with internal teams to resolve issues and provide feedback

Skills

Customer success

ITIL knowledge

CRM tools

Data analysis

Team leadership

Conflict resolution

Education

Bachelor's degree

Tools

CRM software

Data analysis tools

Job description

SITA is seeking a Manager, Customer Operations to drive contract performance post-delivery by executing a success plan and supporting the customer-facing team. The role emphasizes proactive analysis, delivery of commitments, and improved processes across the customer lifecycle.

You will partner with the account team, conduct reviews, manage knowledge sharing, and stay current on product updates to ensure customer satisfaction and retention while leading continuous improvement efforts across