Senior Customer Service Manager, Cockpit

  • Full Time
  • Paris

Website SITA

SITA is the world's leading specialist in air transport communic

SITAONAIR empowers the air transport industry through tailored ‘nose-to-tail’ connectivity solutions that deliver true value. This is connected aircraft innovation you can trust. Our connected aircraft solutions include the technology, applications and services we create in partnership with airlines, OEMs and airframes, to address the challenges and value-generating opportunities of the air travel industry.
Through personal electronic devices, everyone and everything is becoming increasingly connected. Regardless of fleet size, route structure or aircraft type, our ‘Nose-to-Tail’ connectivity can help airlines in growing ancillary revenues, improving customer experience, improving airline and passenger safety, and improving operational efficiency.
Our Vision: Easy air travel every step of the way

At SITA we believe that creating and nurturing an inclusive culture is about who we are as an organisation, and as an employer. Diversity is more than a target to us, it’s a key part out of our collective identity and values.

With us there are no limits for people looking to explore the edges of possibility and beyond. Together, we Go.Far.
Challenge: Our people take on some of the biggest challenges in our industry. They aren’t afraid to think bigger, work harder and deliver smarter solutions that are continuously transforming air travel.
Opportunity: Taking on these challenges opens up a world of opportunities for our people. We make sure they have the chance to develop their skills, explore new horizons and grow their careers on a global scale.
At SITA we believe that creating and nurturing an inclusive culture is about who we are as an organization, and as an employer. Diversity is more than a target to us, it’s a key part out of our collective identity and values.

Customer Service Cockpit Specialists are responsible for managing SITAONAIR customers’ satisfaction, performing the customer service management activities for SITAONAIR Cockpit products (addressing airlines, avionics manufacturers, resellers and Air Navigation Service Providers customers).
You will be responsible for managing the regional team of Customer Service Cockpit Specialists and improving overall customers’ satisfaction through the development of close relationships with our customers in both the Americas (AME) and Europe (EURO) regions.


Your will be responsible for:


The technical performance of all the customers in your regions with regards to SITAONAIR Cockpit portfolio of products;
Ensuring SLA are met for all customers in your regions and improvement actions are promptly initiated in case of underperformance;
The satisfaction of the customers using SITAONAIR Cockpit products and services, working closely and in coordination with all SITAONAIR and SITA customer facing teams;
Ensuring SITAONAIR corporate NPS objectives are met and feedback loops are promptly handled to continuously convert detractor into promoter;
Ensuring the CS practice is efficiently followed by your team, when relevant identify opportunities to improve the practice efficiency;
Managing the team of Customer Service Cockpit Specialist in your regions following SITAONAIR people management practices;
Acting as a critical mentor for development and coaching of the Cockpit Specialist team members in line with SITAONAIR values




Proven experience on ACARS air-ground based communications protocols and aircraft avionics;
Proven experience on ground-ground based communications protocols such as IP;
Proficient people development & team management skills
Coaching skills
Autonomy, ability to work with remote teams and good reporting skills
Analytical skills: ability to build and structure an analysis, manage trending, detect patterns
Ability to represent SITA OnAir in front of customers and at large or senior level audience
Excellent presentation and strong communication skills, both verbal and written;
Strong Customer Focus
Knowledge of ITIL and Service Management practices and procedures
Ability to structure and organize work efficiently;
Fluency in English (spoken & written), other language will be a plus




University degree or equivalent preferably in Electronics, Telecommunications, Computer Science, Engineering, Mathematics or Aviation;
Where applicable a recognized professional qualification is desirable.

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