.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 KlarnaKlarna 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 RoleWe 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 Vendor Operations Manager, Customer Operations will be the partner for Klarna's internal Vendor Account/Governance management team and collaborate with cross-functional teams with the goal of operational excellence and service delivery for UKI.Responsibilities include:Conducting ongoing performance reviews, capacity planning, and cost/benefit analysis ensuring performance in line with the strategy.Delivering lean, excellent services with high quality and efficiency.Building strong interpersonal connections, putting yourself into our customers' shoes, and collaborating with stakeholders across organizational boundaries to implement solutions that drive lasting business value and high impact.What you'll do:As the operational expert, coordinate the delivery of Quality and Customer Satisfaction for the UKI region by working closely with the internal Vendor Account/Governance management team, Operations and Klarna's partners.Lead Weekly Business Reviews (WBRs) with vendors, challenging delivery of KPIs and SLAs where performance has fallen short of Klarna standards. Agree and review action plans to enable successful delivery.Identify trends and improvement opportunities, and drive Contact Resolution/CSAT and Quality metrics for UKI.Drive service quality standards across Klarna's vendor network and partner with internal teams to optimize delivery operations.Contribute through partnership and collaboration leveraging resources to optimize training, quality, and performance management
