Arbetsbeskrivning

At Husqvarna Group, we are committed to delivering exceptional customer experiences. As a global leader in outdoor power equipment, we strive to exceed customer expectations at every touchpoint. We are currently seeking a motivated and persistent person to join our Customer Care Global team.

We are now locking for a

Customer Service Operations Manager

About the Role:

As a Customer Service Operations Manager in Global Customer Care team, you will play a pivotal role in defining, developing, and enhancing the end-user support experience.

You will be a key-player in the team, responsible for driving the success of customer support for end users, ensuring it aligns with the overall support strategy. You improve efficiency, accuracy, and compliance through consistent processes and by developing, aligning and maintaining standardized operating procedures.

In this role you will both prioritize enhancements in line with overall strategic goals and be the primary point of contact for external contact center partners, managing day-to-day operational business support and other aspects of service delivery.

Key Responsibilities:

• Deliver consistent, high-quality customer support by managing relationships with outsourced contact center partners.
• Proactively oversee vendor performance to ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Identify and implement continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Ensure all partner operations align with brand standards, compliance requirements, and broader business objectives.
• Develop, align, document and maintain standardized operating procedures.
• Conduct regular gap analyses between internal expectations and external partner practices.
• Ensure consistency in service delivery processes across all external partners. Benchmark and identify best practice.

Development

At Husqvarna, you'll find an international, inclusive, and diverse environment with plenty of opportunities for personal and professional growth. We believe our differences are our strengths, and we live a culture based on three pillars: We’re Bold, We’re Dedicated, and We Care

Who You Are:

This role requires a versatile person capable of seamlessly transitioning from operational tasks to strategic planning, with a comprehensive understanding of both customer needs and business objectives.

You must exhibit a results-oriented approach, focusing on achieving measurable outcomes and delivering value to both the business and its customers.

You have extensive experience in service delivery or customer support operations, preferably within a consumer goods organization on a global scale. You possess a strong passion for enhancing customer experience and satisfaction, as well as deep knowledge of customer service metrics, workforce planning, and escalation management.

Additionally, you demonstrate:

• Project leadership skills, enabling effective coordination and prioritization of tasks.
• The ability to facilitate productive discussions and achieve consensus among diverse stakeholders.
• Collaboration skills for efficient teamwork across functional areas.
• Excellent communication, negotiation, and analytical abilities.
• Proficiency in Case Management systems and CRM systems such as MS Dynamics CRM, Zendesk or Salesforce.

Location: The position is preferably located at our office in Huskvarna but other locations within Europe can be considered. Within Husqvarna, we apply a hybrid work model.

Your application

Does this sound like the opportunity you been waiting for? Don't hesitate to apply as soon as possible, we apply ongoing selection. We do not accept applications via e-mail due to GDPR regulations.

For questions regarding the recruitment process please contact Talent Acquisition Partner at [email protected]

For questions regarding the position please contact hiring manager Jonas Sjölund, Sr. Manager Customer & Dealer Care at [email protected]