Manager Customer Success Operations (Arabic & English Required)

Company Overview

SITA powers the global air travel industry by providing advanced technology and communications solutions. Present in 95% of international airports and collaborating with over 2,500 transportation and government clients, SITA delivers innovative services to ensure seamless airport and airline operations. The company fosters an empowering and inclusive workplace, recognized as a Great Place to Work®.

Role Purpose

This position is dedicated to ensuring customer success by positioning SITA as a trusted business partner. The Manager Customer Success Operations focuses on helping customers maximize the value of their investments in SITA’s service management solutions, promoting product adoption, and proactively maintaining customer satisfaction and retention.

Key Responsibilities

• Build and maintain strong partnerships with customer channel partners and SITA executives to facilitate product adoption and reduce renewal risks.
• Serve as the customer's advocate within SITA, providing forward-looking and tactical advice to enhance customer outcomes.
• Manage end-to-end operational escalations, ensuring issues causing customer dissatisfaction are promptly resolved.
• Collaborate with Sales to identify and secure renewal and expansion opportunities.
• Lead continual process improvements with customers, recommending service upgrades and monitoring performance to mitigate risks.
• Maintain comprehensive knowledge of SITA’s offerings through training and continuous learning.
• Directly supervise other client service personnel supporting the customer as necessary.
• Oversee third-party supplier contracts, ensuring compliance with specifications.
• Support sales and bid teams by contributing insights on local operational factors affecting proposals and costing.

Candidate Profile and Qualifications

• Bachelor’s degree in IT, Telecommunications, or a related field.
• Minimum of 7 years in customer-facing roles delivering IT services.
• At least 5 years of experience within the airline or air transport sector.
• Fluency in both Arabic and English languages is mandatory.
• Extensive leadership experience (8+ years) overseeing customer-facing teams, preferably in SaaS or technology environments focused on operational excellence.
• Strong relationship and stakeholder management competency to foster internal and external partnerships.
• Proven experience in onboarding and training customers for product adoption.
• Ability to leverage operational insights to support business growth through upselling and cross-selling.
• Competence in coordinating multiple operational projects and leading cross-functional teams.
• Proficient in data analysis, performance reporting, and utilizing KPIs such as SLA adherence, NPS, CSAT, and Customer Health Scores.
• Solid understanding of customer success operational strategies and ability to align activities with business objectives.
• Technical aptitude to troubleshoot product-related issues and collaborate with technical teams on complex challenges.
• Exceptional problem-solving, communication, stakeholder management, leadership, and organizational skills.
• Preferred: Experience working within complex multicultural matrix organizations and ITIL certification.

Benefits and Work Environment

• Diversity and inclusion embraced in a global presence across 200 countries with 60 languages and cultures.
• Work-from-home flexibility up to two days per week depending on team needs.
• Flexible work hours and the ability to adapt work schedule according to personal plans.
• Opportunity to work from any location worldwide for up to 30 days annually.
• Comprehensive employee wellbeing programs, including 24/7 Employee Assistance Program and personalized Champion Health platform.
• Robust professional development ecosystem with access to top learning platforms and programs in technology, leadership, and strategy.
• Competitive compensation and benefits aligned with local market standards.