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 a hypergrowth atmosphere and defy their own expectations.
About the jobWe are supporting Klarna's hyper-growth by enabling our organization and operations to move with the highest speed and quality. We are Klarna's operational experts, driving efficiency and customer experience across our organization (e.g., Service, Payments, Disputes, Merchant Support, Underwriting/Onboarding). Our 8 Leadership Principles guide our growth at Klarna, they are the constant in an ever-changing landscape.
Within Operations, the Senior Manager Central Teams, Customer Operations will be leading and managing a number of fast-paced, dynamic teams of dedicated people working towards the most efficient, cost-effective, and seamless customer experience for Fraud, Payments and Social Media. These are all teams with a global scope either directly or indirectly handling customer interactions. You would set the mission and drive thorough governance for the team, enabling them to achieve ambitious targets for their respective OKRs, ensuring that long-term strategic vision for each team is built out and realized in time.
About your responsibilitiesCollaborate with a highly cross-functional stakeholder group, including various Product teams, Global Systems, Quality, Customer Operations, Compliance Operations, Finance, Legal, and Local Operations teams to optimize processes to help users with a variety of complex products.Enable your team to independently complete several high-priority projects and processes at once, always with an eye for scale across the region. This is a highly hands-on, operational team that will demand creative problem-solving and process ownership.Strive for continuous innovation and optimization across the various processes with how we are helping our customers or working cross-functionally with other teams at Klarna. This is a highly independent role that requires a keen eye for detail as well as connecting the dots across several departmental teams and stakeholders.About what you'll needBachelor's / Master's degree in Business Operations or equivalent practical experience.Minimum 7 years of operations, analytics, consulting, or other related work experience.Minimum 2 years of experience in building, mentoring, and inspiring a high performing professional team.High-energy and motivational leadership, driven by personal influence with direct staff, peers, and senior leaders across all company functions.Excellent verbal and written communication skills in English.Experience working with large sets of unstructured data and synthesizing into business insights (e.g. using SQL, Excel).Unparalleled business judgment and critical thinking skills, with the ability to use data to quickly establish the highest value priorities and develop a strategy to pursue them.Customer obsessed, relentlessly thinking about building an outstanding experience for all our partners and internal customers.Experience problem solving and passion for prioritizing and deconstructing sophisticated problems.What we offerDiversity & 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 melting pot of teams. Win, lose, and learn, we're on this path together.
The Klarna Work Policy is designed to make sure we foster team collaboration while also ensuring a productive and flexible work environment. We work 2 days per week in the office on agreed days, and then 3 flexible days. We're also providing each Klarnaut with an annual financial contribution to improve their flexible work life whether they use it to upgrade their work accessories, or their home office space!
Challenges & Rewards: We take a very Swedish approach to benefits. Support for parents, health and wellness perks—we've got you covered.
About Klarna
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