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 Role
The Market Owner for Customer Operations manages and is responsible for optimizing all of our customers' interactions across all channels. Her/His mission is to deliver a world-class experience for every interaction we have and do this in the most efficient and lean way possible for all our users. 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, COE Market Managers and building and fostering strong cross-functional relationships with Director-level stakeholders across Operations, Finance, Legal, Marketing, etc.
Ultimately, the Market Owner, Customer Operations will be held accountable for the full suite of support health metrics (e.g. Contact resolution, queue health, 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 stakeholder management 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.