Manager Global Payments, Customer Operations

Amsterdam, Netherlands /
Service Delivery /
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.

About the Role

In this role, within the Global Customer Operations team, you will lead our global payments team to drive a significant impact on Klarna’s customers and partners across all lines of business. You will help support decision-making in the region through your critical thinking, strategic mindset, and data-driven approach. This role requires strong problem-solving and analytical skills, excellent planning and prioritization habits, and the ability to articulate and present information to stakeholders at all levels of the business.

What You'll Do

    • Help craft Klarna’s customer payments teams and support for the future, you can quickly jump from the details into helicopter view and shape the road ahead
    • Develop operational insights to support sustained growth for Klarna’s Customer Operations
    • Scope new opportunities across verticals & products, performing a broad range of quantitative and qualitative analyses
    • Lead a global team through a period of hyper-growth
    • Partner with Market leads to measure the impact & efficiency of business initiatives
    • Build executive ready materials and work cross-functionally with business partners
    • Provide thought leadership on problems without precedent
    • Guarantee compliance with the agreed SLA and Regulation and market rules
    • Support risk definition and mitigants, audit and compliance review, key control tests ensuring the good governance of the area
    • Ensure risk management within the area

Basic Qualifications

    • Minimum 4 years of experience in the payment/fintech industry, consulting, business ops roles
    • Experience leading large cross-functional and data driven teams and projects
    • Advanced skills in Excel / Google Sheets

Preferred Qualifications

    • Ability to work with ambiguity in a fast-paced environment
    • Experience creating exec ready materials (docs, recommendations) and working closely with leadership
    • Critical thinking - the ability to understand strategic business drivers across disparate businesses will be essential
    • Team player - this is a highly collaborative role that will work with a range of senior leaders
    • Passion for crafting magical customer experiences
    • Proficiency in writing queries preferred; ability and willingness to develop proficiency is a must
    • MBA degree with undergraduate/master's degrees in Economics, Statistics, Business, Finance, and other data related areas
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.