Market Lead - Customer Operations

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.

About the Role

The Market Lead - Customer Operations manages and is responsible for optimizing all of our customers interactions across all channels for their assigned region. Her/His mission is to deliver a world-class experience for every interaction we have, doing this in the most efficient and lean way possible for all our customers. All this is done in a way that establishes trust for our community, which is of paramount importance and integral to the way our customers experience our product. The role involves managing and leading a team of local Operations Managers, and building and fostering strong cross-functional relationships across the Domain.

Ultimately, the Market Lead - Customer Operations will be held accountable for the full suite of support health metrics (e.g., Contact resolution, SLAs, contact volumes, support cost/financials, quality and efficiency) for her/his territory. A strong bias towards data analysis balanced with high emotional intelligence and a strong track record in innovating Customer Experience is crucial to ensuring the optimal experience for our customers - both internal and external to Klarna. A strong preference will be given to individuals who have run Customer Operations at scale in a similarly fast-paced environment in the past. 

What You'll Do

  • Influence senior-level leadership on how to quickly and efficiently scale human-based support processes across a globally distributed labor force
  • Scope, plan and execute forward-looking projects that enable Klarna’s leadership to make strategic decisions on the future of customer interactions within your region
  • Focus on the main KPI performance metrics that matter to our business, through your immediate team and the performance of our Partners (e.g. BPOs)
  • Collaborate with other Regional/Functional Leads within the broader Europe team and stakeholders across the business
  • Develop and manage key stakeholder relationships across the Klarna business with a view to enabling your team and others to deliver amazing customer experiences.
  • Recruit, manage, coach, and take a deep interest in the career development of the members of your team
  • Develop high-impact communications and presentations tailored to an executive/director-level audience

Who You Are

  • A lover of process and optimisation. You will be part of a team that is transforming customer interactions for the Klarna community. You're excited about the opportunity to create and experiment with processes and modalities, and are willing and able to lead others utilizing them.
  • An experienced people leader. You will be a focal leader within the organization and you will manage a great team of Senior Customer Experience managers and be passionate about their career development and focussed on enabling them to be successful in their roles.
  • A strong communicator and stakeholder manager. You are able to strike the right tone and are a great stakeholder manager across the business both locally and internationally.
  • Data-driven and analytical in mindset. You can look at any spreadsheet and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way.
  • Incredibly empathetic and understanding of Klarna's users and products. You will be an excellent advocate for Klarna’s partners and customers and are passionate about improving the customer experience.
  • Collected and calm under pressure. You have superb organizational skills, integrity, and great follow-through on tasks.
  • Open and curious. You love learning how things work and you're always looking for ways to innovate. You enjoy testing different support strategies and tracking the results.
  • Swedish Language skills preferred
If you think this sounds like your next big challenge, apply today with your English CV!

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.