{"id":7416,"date":"2026-09-25T18:45:51","date_gmt":"2026-09-25T18:45:51","guid":{"rendered":"https:\/\/mawahebna.com\/?post_type=awsm_job_openings&#038;p=7416"},"modified":"2026-09-25T18:45:53","modified_gmt":"2026-09-25T18:45:53","slug":"team-leader-digital-customer-operations-sita-amman","status":"publish","type":"awsm_job_openings","link":"https:\/\/mawahebna.com\/ar\/job\/team-leader-digital-customer-operations-sita-amman\/","title":{"rendered":"\u0642\u0627\u0626\u062f \u0641\u0631\u064a\u0642 \u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0631\u0642\u0645\u064a\u0629 (Team Leader Digital Customer Operations)"},"content":{"rendered":"\n<div class=\"mjbar\" dir=\"rtl\" lang=\"ar\">\n<p class=\"mjbar-intro\">\u062a\u0642\u062f\u0645 \u0634\u0631\u0643\u0629 SITA \u0641\u0631\u0635\u0629 \u0639\u0645\u0644 \u0641\u064a \u0639\u0645\u0651\u0627\u0646 \u0644\u0648\u0638\u064a\u0641\u0629 \u0642\u0627\u0626\u062f \u0641\u0631\u064a\u0642 \u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0631\u0642\u0645\u064a\u0629\u060c \u062d\u064a\u062b \u064a\u0631\u0643\u0632 \u0627\u0644\u062f\u0648\u0631 \u0639\u0644\u0649 \u0642\u064a\u0627\u062f\u0629 \u0627\u0644\u0641\u0631\u0642 \u0648\u0625\u062f\u0627\u0631\u0629 \u0627\u0644\u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u0631\u0642\u0645\u064a\u0629 \u0641\u064a \u0642\u0637\u0627\u0639 \u0627\u0644\u0633\u0641\u0631 \u0648\u0627\u0644\u0637\u064a\u0631\u0627\u0646.<\/p>\n<h2 class=\"mjbar-h2\">\u062a\u0641\u0627\u0635\u064a\u0644 \u0627\u0644\u0648\u0638\u064a\u0641\u0629<\/h2>\n<ul class=\"mjbar-facts\">\n<li><strong>\u0627\u0644\u0634\u0631\u0643\u0629:<\/strong> SITA<\/li>\n<li><strong>\u0627\u0644\u0645\u062f\u064a\u0646\u0629:<\/strong> \u0639\u0645\u0651\u0627\u0646 (Amman)<\/li>\n<li><strong>\u0627\u0644\u062f\u0648\u0644\u0629:<\/strong> \u0627\u0644\u0623\u0631\u062f\u0646 (Jordan)<\/li>\n<li><strong>\u0646\u0648\u0639 \u0627\u0644\u062f\u0648\u0627\u0645:<\/strong> \u062f\u0648\u0627\u0645 \u0643\u0627\u0645\u0644 (Full Time)<\/li>\n<li><strong>\u0627\u0644\u0645\u0633\u062a\u0648\u0649:<\/strong> \u0645\u062a\u0648\u0633\u0637 \u0625\u0644\u0649 \u0623\u0648\u0644 (Mid-Senior level)<\/li>\n<li><strong>\u0627\u0644\u0645\u062c\u0627\u0644:<\/strong> \u0646\u062c\u0627\u062d \u0627\u0644\u0639\u0645\u0644\u0627\u0621 (Customer Success)<\/li>\n<\/ul>\n<p class=\"mjbar-notice\">\u0627\u0644\u0648\u0635\u0641 \u0627\u0644\u0643\u0627\u0645\u0644 \u0644\u0647\u0630\u0647 \u0627\u0644\u0648\u0638\u064a\u0641\u0629 \u0648\u0645\u062a\u0637\u0644\u0628\u0627\u062a\u0647\u0627 \u0648\u0625\u062c\u0631\u0627\u0621\u0627\u062a \u0627\u0644\u062a\u0642\u062f\u064a\u0645 \u0639\u0644\u064a\u0647\u0627 \u0628\u0627\u0644\u0644\u063a\u0629 \u0627\u0644\u0625\u0646\u062c\u0644\u064a\u0632\u064a\u0629\u060c \u0648\u0647\u064a \u0645\u0639\u0631\u0648\u0636\u0629 \u0623\u062f\u0646\u0627\u0647 \u0643\u0645\u0627 \u0648\u0631\u062f\u062a \u0645\u0646 \u0635\u0627\u062d\u0628 \u0627\u0644\u0639\u0645\u0644 \u062f\u0648\u0646 \u0623\u064a \u062a\u0639\u062f\u064a\u0644 \u0623\u0648 \u062a\u0631\u062c\u0645\u0629.<\/p>\n<\/div>\n<div class=\"mjbar-en\" dir=\"ltr\" lang=\"en\">\n<h3>Job Summary<\/h3><p>The Team Leader Digital Customer Operations at SITA is responsible for leading teams to resolve critical incidents, ensuring rapid service restoration, and driving operational excellence. This role includes managing change governance, overseeing training, and fostering team development aligned with organizational goals.<\/p><h3>Responsibilities<\/h3><ul><li>Lead, coach, and motivate the team, taking full accountability for operational performance and delivery under pressure.<\/li><li>Ensure ticket quality, process adherence, and identify improvement opportunities through data analysis to enhance team performance and customer experience.<\/li><li>Provide leadership aligning team efforts with organizational objectives and monitor individual and team performance.<\/li><li>Support professional growth by identifying development opportunities and fostering a positive work environment.<\/li><li>Manage and coordinate critical incidents from identification to resolution, ensuring timely service restoration and clear communication with stakeholders.<\/li><li>Trigger crisis management processes when needed and lead incident resolution calls involving technical and functional teams.<\/li><li>Document incident details for post-incident reviews and collaborate on root cause analysis and corrective actions.<\/li><li>Develop and maintain incident management policies, conduct post-incident reviews, and prepare reports on incident trends and impacts.<\/li><\/ul><h3>Responsibilities (continued)<\/h3><ul><li>Assess training needs across DCO roles and design training programs covering onboarding, technical skills, case management, and quality standards.<\/li><li>Organize and conduct training sessions and provide coaching to foster continuous learning within the team.<\/li><li>Stay informed on industry best practices and emerging technologies to update training content accordingly.<\/li><li>Collaborate with quality and operations teams to align training with quality assurance and process improvements.<\/li><\/ul><h3>Requirements<\/h3><ul><li>Minimum 7 years of relevant travel industry experience, preferably in airline industry systems application support or delivery.<\/li><li>At least 5 years of experience as a people manager with leadership, problem-solving, and incident management skills.<\/li><li>Knowledge in stakeholder management, customer success excellence, communication, influence and negotiation, strategic planning, and problem solving.<\/li><li>Experience with customer relationship management, project management, collaboration, incident management, and service request management.<\/li><li>Familiarity with ITIL, network, application support, and ITSM ticketing.<\/li><li>Bachelor&#8217;s or university degree in a related field or equivalent work experience.<\/li><li>ITIL Foundation Certificate as a minimum qualification.<\/li><\/ul><h3>What the company offers<\/h3><ul><li>Competitive benefits aligned with local market and employment status.<\/li><li>Flexible work arrangements including up to 2 days per week work from home, flexible workday scheduling, and up to 30 days per year to work from any location globally.<\/li><li>Employee wellbeing programs including 24\/7 Employee Assistance Program and personalized health support platform.<\/li><li>Professional development opportunities through access to platforms like LinkedIn Learning, Microsoft Enterprise Skills Initiative, Airport Council International, Pluralsight, Harvard Business Publishing, and Stanford.<\/li><\/ul>\n\n<div class=\"mjb-apply-buttons\" style=\"display:flex;flex-wrap:wrap;gap:10px;justify-content:center;margin:32px 0 16px\"><a class=\"mjb-apply-btn\" href=\"https:\/\/www.linkedin.com\/jobs\/view\/4469778972\/?utm_source=mawahebna&amp;utm_medium=job_board&amp;utm_campaign=linkedin_bridge\" target=\"_blank\" rel=\"nofollow noopener\" style=\"display:inline-block;background:#ff670f;color:#000;border:1px solid #333333;border-radius:4px;padding:15px 30px;font-size:16px;font-weight:600;line-height:1.2;text-decoration:none;text-align:center\">Apply Here<\/a><a class=\"mjb-browse-btn\" href=\"https:\/\/mawahebna.com\/ar\/jobs\/\" style=\"display:inline-block;background:#ff670f;color:#000;border:1px solid #333333;border-radius:4px;padding:15px 30px;font-size:16px;font-weight:600;line-height:1.2;text-decoration:none;text-align:center\">Browse Other Jobs<\/a><\/div><blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>We refresh listings regularly, but some roles close early on the source platform.<\/p><\/blockquote>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>\u062a\u0642\u062f\u0645 \u0634\u0631\u0643\u0629 SITA \u0641\u0631\u0635\u0629 \u0639\u0645\u0644 \u0641\u064a \u0639\u0645\u0651\u0627\u0646 \u0644\u0648\u0638\u064a\u0641\u0629 \u0642\u0627\u0626\u062f \u0641\u0631\u064a\u0642 \u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0631\u0642\u0645\u064a\u0629\u060c \u062d\u064a\u062b \u064a\u0631\u0643\u0632 \u0627\u0644\u062f\u0648\u0631 \u0639\u0644\u0649 \u0642\u064a\u0627\u062f\u0629 \u0627\u0644\u0641\u0631\u0642 \u0648\u0625\u062f\u0627\u0631\u0629 [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":7415,"template":"","meta":{"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center 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\u0634\u0631\u0643\u0629 SITA \u0641\u0631\u0635\u0629 \u0639\u0645\u0644 \u0641\u064a \u0639\u0645\u0651\u0627\u0646 \u0644\u0648\u0638\u064a\u0641\u0629 \u0642\u0627\u0626\u062f \u0641\u0631\u064a\u0642 \u0639\u0645\u0644\u064a\u0627\u062a \u0627\u0644\u0639\u0645\u0644\u0627\u0621 \u0627\u0644\u0631\u0642\u0645\u064a\u0629\u060c \u062d\u064a\u062b \u064a\u0631\u0643\u0632 \u0627\u0644\u062f\u0648\u0631 \u0639\u0644\u0649 \u0642\u064a\u0627\u062f\u0629 \u0627\u0644\u0641\u0631\u0642 \u0648\u0625\u062f\u0627\u0631\u0629 [&hellip;]","_links":{"self":[{"href":"https:\/\/mawahebna.com\/ar\/wp-json\/wp\/v2\/awsm_job_openings\/7416","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mawahebna.com\/ar\/wp-json\/wp\/v2\/awsm_job_openings"}],"about":[{"href":"https:\/\/mawahebna.com\/ar\/wp-json\/wp\/v2\/types\/awsm_job_openings"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/mawahebna.com\/ar\/wp-json\/wp\/v2\/media\/7415"}],"wp:attachment":[{"href":"https:\/\/mawahebna.com\/ar\/wp-json\/wp\/v2\/media?parent=7416"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}