About Klarna
Klarna was founded in Stockholm, Sweden in 2005. Since then we've changed the banking industry forever. And now we're creating the world's smoothest shopping experience. We serve over 90 million consumers worldwide, and partner with 250,000 merchants – with a new merchant joining us every 8 minutes. Including some of the world's leading brands, such as H&M, ASOS, IKEA, Adidas, Samsung and Lufthansa. Our offices are spread over 17 different markets, hosted by 5000+ employees from 100+ nationalities.
About the job.
As the COE Market Manager, Customer Operations (Center of Excellence) you will report to the Market Owner for the US & Canada. You will be responsible for maintaining high-quality service and the profitability of the operation. Additional responsibilities include choosing operational strategies, conducting needs assessments, conducting ongoing performance reviews, capacity planning, and cost/benefit analysis. You will identify and evaluate state-of-the-art technologies, build systems and processes to deliver with efficiency. It is critical that you ensure that our users receive high-quality, emotionally intelligent support. You will be developing and motivating a team of leaders, empathizing with the problems that our users face every day, and implementing solutions that strengthen trust of the brand in our communities. You are highly ethical - driven by making an impact and doing the right thing. You are passionate, and above all, highly-focused on converting users into loyal advocates for the brand. You will be leading, building and managing an entrepreneurial, high-performing, and data-driven team that thrives on solving problems and eliminating the root cause of issues.
You’ll be the ‘on the ground’ leader for the COEs you’ll be leading. Often you might be the most senior person representing Operations on-site and shape the Klarna culture in the office.
