Market Owner US & CA - 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 5000+ employees from 100+ nationalities.

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.

What you'll do:

  • Drive thought leadership in your region both within Community Operations and across other business lines on all things related to the Klarna customer experience.
  • Influence Executive/Director-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. COE, BPOs, etc).
  • Collaborate with other Regional/Functional Leads within the broader Global Operations team and stakeholders across the business (e.g. Product, Marketing, Finance)
  • 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. 

What you'll need:

  • Master’s degree or higher in business, economics, or STEM
  • At least 7 years of experience in managing large scale operations teams, growing startup or strategy consulting
  • Analytical experience. You believe data beats opinion and are comfortable in using data for decision making - Advanced Spreadsheet skills [you enjoy working with Pivot tables and Vlookup]. 
  • Proactive problem-solving skills. You are curious enough to scratch the surface to find opportunities for improvement and motivated enough to lead initiatives to drive them from start to finish.
  • Experience in a fast-moving environment where you have made a demonstrable impact.
  • Superior stakeholder management skills. You’ll be actively improving processes and will need to use the skills of multiple teams along your way.
  • Excellent verbal and written communication skills with the ability to clearly present ideas, updates, and results to partners at various levels.
  • A can-do attitude. Some projects will be big, some may be small. You approach all initiatives with a positive attitude and are keen to get stuck in.
  • 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.
  • Hyper-organized with an ability to manage multiple projects and competing priorities.

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.