Klarna

Merchant Operations Lead/Manager DACH (m/w/d)

Klarna

March 10, 2021

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 4000+ employees from 100+ nationalities.
Are you driven by managing and leading teams successfully? Do you want to be a key player to help drive a world-class merchant experience? Perfect - then you should join Klarna’s Merchant Operations team!
Merchant Foundation Operations
is supporting Klarna’s merchants during the entire lifecycle with Klarna: starting from the onboarding and throughout the whole journey of being live.
The Merchant Foundation Operations teams
are responsible for several different processes. The team is underwriting, supporting merchants onboarding with Klarna by configuring their details into our systems. The team also supports already existing Klarna merchants with any changes they want to make to their configuration and as well as any other support they need. At the end of the merchant life cycle the team is also responsible for offboarding the merchants. Our aim is to ensure a great merchant journey by offering world-class support.
In this role, you will lead a team of 10-12 specialists as well as be responsible for the delivery of our outsourced operations supporting your market. You will share the market responsibility with other managers.
What will you be doing?
As Team Lead, you will be responsible following up and delivering on the team's and market’s KPI’s while running high quality operations.
Main duties include:
    • Responsible for following up and delivering on the team's KPI’s while delivering high quality services.
    • Daily alignment with the Senior agents in coaching of the team in order to reach operational targets.
    • Work with your team to identify requirements, resolve cases and help drive decisions.
    • Interface with stakeholders across the organization.
    • Suggest and implement improvements.
Who are you?
    • You have a proven track record of successfully leading a team with strong results.
    • Klarna is looking for ambitious people with tremendous drive!
    • A passionate obsession to continuously improve the merchant/customer experience.
    • You have a strong capability in knowledge gathering and sharing.
    • You have strong business understanding and enjoy handling multiple tasks.
    • You have great communication and networking skills, making sure that your stakeholders always know what to expect and when.
    • You have excellent communication skills in Klarna's business language English and the market specific language.
We will also offer you an awesome working environment filled with smart and ambitious colleagues who care for each other and work as a team in order to achieve success! Interested? Great! Please submit your CV and cover letter in English. We recommend you to apply as soon as possible as selection and interviews are held continuously.
Location: Munich
Language: German skills required
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.