Operations Manager - Customer Service

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 4000+ employees from 100+ nationalities.

Do you have experience of leading a team? And more importantly - do you live and breathe service? Would you like to work in a dynamic and energetic environment?

As Competence Lead within Consumer Operations UK, you will lead a group of team leads and together with them develop the way we’re working with customer support, disputes and fraud today. We are looking for a driven, results orientated individual who is motivated and equipped to improve competence, internal collaboration and to inspire people.

What will you be doing?
As Consumer Operations Lead, you will be responsible for ensuring your competence reports develop professionally and deliver high–quality work. You will be coaching them to in return develop talent within their teams and oversee hiring and compensation within Consumer Operations UK by aligning with Competence Leads from other markets.

You will have a lot of contact with stakeholders, and will be reporting to the Market Lead.

Main duties include:

  • Build and master competence knowledge by hands-on feedback
  • Responsible for driving operational excellence
  • Focus on contact resolution, quality and efficiency related metric
  • Sharing best practices, suggestions and organizing trainings
  • Provide coaching and support development to increase performance
  • Hold performance enablement talks
  • Set standards on hiring profiles and requirements

Who are you?

  • Relevant experience at a fast-paced start-up or tech company
  • You have a strong capability in knowledge gathering and sharing.
  • You have a proven track of management development with results
  • Outstanding written and verbal communication and interpersonal skills
  • Strong stakeholder management skills, change management experience
  • Experience leading process re-engineering and operational excellence projects
  • Exposure working in a fast growing/changing, cross-functional, multi-geography setup
We will also offer you an awesome working environment filled with smart and ambitious colleagues who care for each other and work as a team in order to achieve success!

Interested? Great! Apply as soon as possible as we speak with suitable candidates continuously.

Klarna is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. Please refrain from including your picture and age with your application.