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SITA Logo SITA · Customer Service

Manager, Customer Operations (Customer Success)

United States, New York 100000.00 - 115000.00 USD / Year · Job Posted April 11, 2026
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Job Description

The Manager, Customer Operations (Customer success) handles contract performance post-delivery by executing a success plan and supporting the customer-facing account team. The role focuses on ensuring customer satisfaction through proactive analysis, operational insights, and delivery of support commitments, while driving continuous improvement of processes, tools, and metrics across the customer lifecycle.

Job Responsibility

  • Partner with the account team to oversee service delivery and performance
  • Conduct customer service reviews and support executive account planning
  • Build customer knowledge, share insights across back-office teams, and maintain up-to-date records
  • Stay current on products and updates to provide accurate guidance and ensure customers are on the latest release
  • Manage change requests, escalate technical issues, and follow up to ensure resolution and satisfaction
  • Collaborate with internal teams to resolve issues and provide feedback to the account team
  • Analyze customer data and feedback to identify trends, risks, and engagement levels
  • Partner with the account team on retention strategies for at-risk customers
  • Manage success plans, documentation, and communications to improve satisfaction
  • Prepare reports on metrics and contribute to knowledge resources (FAQs, training).

Requirements

  • 5–7 years’ experience in customer or technical support within technology/services, ideally in fast-paced environments
  • Familiarity and prior experience with ITIL-based operation processes
  • Proficiency with ticketing systems, CRM tools, and data analysis methodologies for tracking customer satisfaction
  • 5+ years in customer success, process improvement, or data analysis, with proven ability to drive improvement plans
  • 7+ years in managing customer relationship for on-going services, preferably in customer service or operations
  • Strong team management skills, including conflict resolution, resource planning, and developing teams to meet business goals
  • Bachelor’s degree in a relevant field (e.g., Business Administration, Customer Service, Information Technology, or related discipline)
  • Certifications (optional): ITIL for process and service management roles, or certifications in Customer Relationship Management (CRM) tools.

What we offer

  • 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
  • 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.
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