Business Operations Manager

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.

Klarna strives to become the world’s favorite way to shop , and you can contribute to reaching this goal! We are looking to hire great people, who are passionate about using their talents to generate long-lasting customer success. We are currently looking for a Business Operations Manager to lead the Disputes/Returns Operations team and therefore play a key role in our mission to provide an excellent dispute experience to both our consumers and partnered stores. 

For the Disputes/Returns group, the main priority is ensuring consumers and merchants are offered the best dispute experience every step of the way. From self-service in the Klarna App and clear consumer communication to top-notch internal processes and merchant tooling throughout all Klarna markets - we never lose our vision out of sight.

As a Business Operation Manager, you and your team will be at the heart of our mission. You will support our product teams with stakeholder management to ensure that feature role-outs are communicated and aligned across the company. More importantly, you will be responsible for digging into our data to identify opportunities and execute initiatives that have a great impact on our shared KPIs. One of the main reasons why our teams are able to provide excellent customer service experience is because of the close collaboration with Engineering, Product, Design, Analytics, and other Support teams.

What you will be doing:

  • Manage a small team of Business Operations Specialists.
  • You are responsible for prioritizing your team's roadmap in alignment & collaboration with the product roadmaps as well as stakeholder requests. 
  • Work in close collaboration with the leads of the product teams. We have one vision and aim to optimize our shared KPIs.
  • Work closely with relevant stakeholders, such as Commercial teams and Customer Service, to improve, design, and review the customer experience.
  • Proactively look for opportunities to improve the dispute processes for our customers, merchants, and internal teams such as consumer operations.
  • Support the rollout of new features by collaborating with key users for consumer operations and by communicating changes timely and clearly to all of our stakeholders.
  • Identify and understand customer pain points and gather consumer knowledge to build a more smoooth customer experience that at the same time boosts scalability within the organization.
  • Dig into the data to discover opportunities, trends and suggest optimisations for our products as well as for individual partnered merchants.
  • Analyze and monitor KPIs and metrics to understand the business implications of product and process changes.
  • Work in an agile environment where you elevate your delivery with pairing, independent work, workshops, discussions, demos, groomings, retros, stand-ups, and much more.

You should get in touch with us if you:

  • Are very structured, able to lead a team and organize the team’s roadmap.
  • Have an understanding of the importance of remarkable customer service.
  • Are a solution-oriented and creative person with an interest in customer service experience.
  • Always put great emphasis on quality, details and enjoy a structured way of working.
  • Are used to communicating with people cross-functionally.
  • You take a data-driven approach to your work to identify improvement areas.
  • Have a strong understanding of Klarna's customers, products, markets.
  • Disputes knowledge is a plus.
  • Previous experience as an analyst is a plus.

In order to be successful in this role we believe that you have:

  • Good abilities for working on/ coordinating several initiatives simultaneously and proactively drive deliveries forward.
  • Strong analytical abilities to suggest improvements that will drive customer satisfaction as well as optimize our dispute processes.
  • Strong communication skills that enable you to successfully communicate changes and improvements to others.
  • A strong drive and enjoy working in a high-paced environment.
Interested? Great! Apply as soon as possible as we speak with suitable candidates continuously. Questions or want to know more? Don’t hesitate to contact Susanne David.

We offer you an international working environment filled with ambitious colleagues. You can make a difference, and you will be a player in a group of teams that has a strong impact on Klarna’s customer success.

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.

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.