PEOPLE MANAGEMENT SKILLS

• Lead and develop a team by providing coaching, resolving conflicts, and fostering professional growth.
• Monitor performance and ensure compliance with company policies.
• Plan resources effectively and maintain clear communication across departments.
  Qualifications:

EDUCATION & CERTIFICATIONS

• Bachelor’s degree in business administration, Customer Service, Information Technology, or a related field.
• Optional certifications such as ITIL for process and service management or CRM tool certifications.

EXPERIENCE

• 5-7 years in customer support, technical support, or a related field.
• +2 years ATI/Aviation/Airport background and UK Airports knowledge, desired
• Experience with ticketing systems and CRM tools
• Strong background in customer success, process improvement, or data analytics.
• Proven ability to drive customer improvement and success plans, retention strategies.
• 7+ years in management roles with demonstrated team development and conflict resolution skills.

FUNCTIONAL SKILLS

• Communication (Expert)
• Customer Success Excellence (Expert)
• Problem Solving (Practitioner)
• Coordination & Time Management (Practitioner)
• Adaptability (Practitioner)
• Conflict Management (Expert)
• Collaboration (Practitioner)
• ITIL (Expert)
• English proficiency (Expert)

TECHNICAL SKILLS

• CRM tools (Practitioner)
• Data Analytics (Expert)
• Service Now Administration (Beginner)
• Business Acumen (Practitioner)

PURPOSE

We are seeking a Manager, Customer Operations to proactively manage customer contract performance post-delivery by defining and executing a customer operation success plan. As a key member of the customer-facing account team, this role ensures customer satisfaction, drives process improvements, and fosters strong relationships with internal and external stakeholders.