Process & Performance Lead, Customer Operations

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 5000+ employees from 100+ nationalities.
About the role
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 Process and Performance Lead will initiate and deliver high-priority initiatives to drive a significant impact on Klarna’s Quality of Service. You will support decision-making in the team through your critical thinking, strategic mindset, and data-driven approach. This role requires excellent planning and prioritization habits, ability to interpret business needs and translate them into operational process design. You will need to be hands-on as well as good at a high-level strategy to drive performance on a global scale and be able to articulate and present information to stakeholders at all levels of the business.
What you'll do:
Set up processes in line with global quality standards and local needs for the new markets.
Identify and drive improvement initiatives around Product, Process, and Reporting, across all the markets.
Manage escalation mechanisms, feedback, and insight sharing from Quality to internal teams.
Ensure a consistent set of operational best practices across Klarna’s suppliers and markets.
Monitor adherence to Klarna’s quality guidelines, support Operational Leads, develop and track action plans to improve governance standards.

What you'll need
Bachelor’s degree in a numerate subject (e.g. Economics, Business Administration) or experience equivalent
Minimum of 3 years of working experience in Consulting, Operations or E-commerce
Excellent verbal and written communication skills in English
Strong project/program management skills. Experience leading large cross-functional and data-driven projects
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

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.