Vendor Delivery 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.

About the Role
As a Vendor Delivery Manager you will own the overall outsourcing strategy, business relationship and budget for our outsourced operations across a specific  region. This includes interacting with multiple BPOs in various rightshoring locations as well as Klarna’s internal stakeholders playing a pivotal role in the support operations.
We are looking for someone passionate about leading customer service processes and who has worked within BPOs across various geographies.

What you will do

  • Have an overview of Klarna’s service operations and identify and act on outsourced business risks and opportunities.
  • Oversee existing vendor relationships across various geographies.
  • Be responsible for and manage delivery, vendor KPI fulfillment and act on deviations if necessary.
  • Dig into details, identify gaps and opportunities in delivery to drive change by analysing large data sets
  • Represent Klarna’s perspective in vendor discussions and negotiations.
  • Represent the Partner perspective and objectives in internal discussions and negotiate win-win solutions that meet both parties' expectations.
  • Liaising with a vast number of teams within Klarna to secure impactful delivery of consumer value.
  • Adherence of commercial agreements and follow up on budget
  • Provide hands-on leadership and support cross functional teams
  • Change management processes
  • Support business critical communication and changes impacting vendors
  • Operational improvements
  • Manage small- to large-sized projects across various geographies to optimize delivery
  • Conduct analysis to identify improvement areas, efficiency gains, data quality enhancement, forecast accuracy, business intelligence etc together with relevant stakeholders
  • Provide feedback about improvement opportunities to relevant Klarna stakeholders

You might have:

  • Experience in delivery of complex projects spanning multiple teams and functions 
  • Project management and negotiation skills
  • Contact center, BPO experience
  • Extensive experience in cost/budget allocation
  • Workforce Management experience
  • Worked with external partners, supply chain management 

Who you are:

  • You think, act and communicate clearly and confidently with team members and stakeholders across the company. You are comfortable partnering with individual contributors, vendors and executives. 
  • You understand the dynamic and importance of change and stakeholder management and you have the ability to influence others to make the team to quickly adapt to new ways of working and thinking.
  • You are able to focus on the big picture and dive deep into the details when it’s appropriate. In addition to this, you have a strategic mindset and have a strong drive and capability to deliver according to deadlines with high quality and strive to always improve and reach high-set standards. You are fluent in both verbal and written communication in English. 

What are you waiting for? Send us your application in English now as interviews will be held 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.