UKI Manager, Customer Operations

Job Description

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 job We 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 UKI Manager, Customer Operations will be responsible for maintaining high-quality service and the profitability of the operation. Additional responsibilities include choosing operational strategies, conducting needs assessments, conducting ongoing performance reviews, capacity planning, and cost/benefit analysis. You will identify and evaluate state-of-the-art technologies, build systems and processes to deliver with efficiency. It is critical that you ensure that our users receive high-quality, emotionally intelligent support. You will be developing and motivating a team of leaders, empathizing with the problems that our users face every day, and implementing solutions that strengthen the trust of the brand in our communities. You are highly ethical - driven by making an impact and doing the right thing. You are passionate, and above all, highly focused on converting users into loyal advocates for the brand. Often you might be the most senior person representing Operations on-site and shape the Klarna culture in the office. Your role and responsibilities will include but not be limited to ensuring that the team is run effectively, delivering results that support Klarna’s growth.

Who you are:

• A strategic and skilled leader . You take charge when necessary, but can identify when to take a step back and let your team lead the way. You can create relationships and interact with stakeholders at an executive level.
• A self-starter. You take initiative and seize opportunities.
• Analytical . You use data to get things done.
• Creative . You are a demonstrated critical thinker.
• A role model. You lead by example.
• An experienced people leader. You will lead our local Center of Excellence and you will manage a great team of Customer Experience Managers and be passionate about their career development and focus on enabling them to be successful in their roles
• Incredibly empathetic and understanding of Klarna’s users and products. You will be an excellent advocate for Klarna’s partners and customers and are passionate about improving the customer experience.
• A strong communicator and stakeholder manager. You are able to strike the right tone, engage punctually and are a great stakeholder manager across the business both locally and internationally addressing business needs.
• Collected and calm under pressure . You have superb organizational skills, integrity, and great follow-through on tasks.
• Open and curious . You enjoy learning how things work and you're always looking for ways to innovate. You enjoy testing different support strategies and tracking the results.

What you'll need:

• Master’s degree in business, economics, or equivalent
• At least 7-10 years of operations leadership experience directing large teams
• Ability to manage a 100+ person contact center, strong experience in building, mentoring, and inspiring a high performing professional team
• Excellent verbal and written communication skills in English
• Service and customer obsession mindset
• Strong project/program management skills
• Ability to thrive in a fast-paced and evolving environment
• Data-driven mindset, strong analytical and problem-solving ability
• Strong stakeholder management skills and ability to perform under pressure

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 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 Since 2005 Klarna has been on a mission to revolutionize the retail banking industry. With over 90 million global active users and 2 million transactions per day, Klarna is meeting the changing demands of consumers by helping them save time and money while better managing their cashflow and making informed decisions. Over 250,000 global retail partners, including H&M, Saks, Sephora, Macys, IKEA, Expedia Group, and Nike have integrated Klarna's innovative technology to deliver a seamless shopping experience online and in-store. With over 5,000 employees, Klarna is active in 20 markets and is one of the most highly-valued private fintechs globally, with a valuation of $45.6 billion. For more information, visit Klarna.com It is our commitment that every qualified person will be evaluated according to skills regardless of age, gender, identity, ethnicity, sexual orientation, disability status or religion. Please refrain from including your picture and age with the application. Apply for this job