Uki Market Owner, Customer Operations

hace 3 semanas

Barcelona, España Klarna A tiempo completo

On our path to becoming the world’s favorite way to shop, we’re assembling an unparalleled global talent network, accelerating individual careers, and disrupting entire industries. We are on a mission to liberate humanity from all the meaningless time spent managing their purchases and finances, so they can do more of what they love. We’re in search of global talent eager to embrace our atmosphere and defy their own expectations.

About the job.
- The UKI Market Owner, Customer Operations manages and is responsible for optimizing all of our customers interactions across all channels. The mission is to deliver a world-class experience for every interaction we have and doing 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.

**Your responsibilities**:

- 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).
- Collaborate with other Regional/Functional Leads within the broader Global Operations team and stakeholders across the business (e.g. Product, Marketing, Finance).
- Take charge of process creation, improvements, and their implementation by ensuring execution, conducting thorough root cause analysis, and effectively influencing teams.
- 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.

**You have**:

- 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.

**What we offer**:
**Diversity & Community**
- With our diversity of skills, perspectives and backgrounds, we can create, innovate, and disrupt like no other. Diversity is part of who we are, and essential to our success.

**Ownership & Impact**
- Here, every voice matters. We’re organized into hundreds of small teams, each run like a start-up, focused on their own problem-space.

**Trust & Collaboration**
- Successes and failures are won together at Klarna in a melt

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