Vacant job

We are looking for an experienced Channel Manager for an assignment within the customer service area, where you will play a central role in leading and developing collaboration with external delivery partners. The assignment is to cover for a parental leave and requires a person who has previously worked in a similar function with very good results.

In this role, you will work closely with the customer service organization and be responsible for steering, following up, and improving the delivery from third parties. You need to have a tactical height, understand the business, and drive requirements, analysis, and follow-up with a clear focus on quality and goal fulfillment. The work takes place on-site at least three days a week, including Wednesdays.

Responsibilities

• Requirement setting, coordination, and follow-up of assignments, including monitoring of current status and future processes
• Collaboration with internal stakeholders regarding regulatory changes and process impact
• Ongoing follow-up of results and requirement setting for actions (e.g., SLA and scorecards)
• Conducting analyses and developing business cases
• Listening and dialog with customer service teams and agents
• Optimization of processes related to business-customer service
• Meritorious: requirement setting for new chatbot solution (version 2.0)

Requirements Profile

• Experience in process mapping
• Good understanding of how customer service operations are structured and how the interplay between customer service and sales works
• Very good understanding of sales to existing customers
• 5–7 years of relevant experience
• Fluent in Swedish and English (reading, documentation, and presentation materials)

Apply today, selection is ongoing.