Customer Operations Lead Specialist
SITA (company site, opens in a new tab)7–8 yrsBengaluruOn-siteDirect career pageEst. 14–22 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Own the operational relationship and service delivery for assigned B2B customers, ensuring service excellence and customer satisfaction.
- Lead continuous improvement initiatives to enhance customer experience, operational efficiency, and service quality through cross-functional collaboration.
- Manage service reviews, incident resolutions, and customer success plans, driving root cause analysis and corrective action for recurring issues.
Minimum Requirements
- 7-8 years of experience in Customer Operations, Customer Success, Service Delivery, Technical Support, or Account Operations.
- Experience managing customer relationships in a B2B environment and conducting service reviews and escalations.
- Bachelor's Degree in Business Administration, IT, Engineering, Telecommunications, or related field.
- Preferred ITIL Foundation Certification; other certifications in Customer Success, Service Management, or Project Management are also desirable.
Ideal Candidate Profile
- Experienced in supporting enterprise or strategic customers within telecommunications, aviation technology, managed services, or enterprise support environments.
- Skilled in service governance, operational performance management, and ITIL processes (Incident, Problem, Change Management).
- Proven ability to lead cross-functional global teams and coordinate resources to deliver on customer commitments and operational KPIs.