Customer Service Operations Manager

At Viaplay Group we entertain millions of people every day through our streaming services radio networks and TV channels. We believe in the power of content not just as a way of telling stories and touching lives but also expanding worlds.

Were looking for the best people to join us on our journey. Right now were searching for aOperations Managerin ourStockholm office are you ready to hit play on an exciting career change

The role

Were looking for a full-time Operations Manager to join our Customer Service team. In this role you will oversee daily operations and manage our partnerships with external BPO providers. Youll ensure performance targets are met processes are structured and efficient and our customers continue to receive the excellent support they expect from us even when business demands are high.

Your main responsibilities will be to perform all parts of an audit:

• Assist and manage relationships with our business partner ensuring alignment on targets quality and customer experience.
• Handle escalations and resolve complex edge cases.
• Manage agent onboarding and offboarding processes to maintain operational readiness and compliance.
• Support and participate in improvement projects to drive efficiency and enhance customer service delivery.
• Proven ability to advocate for the customer ensuring their needs and experiences are prioritised internally.

What were looking for

As an Operations Manager at Viaplay we believe you are an experienced operations leader with strong communication skills and a structured approach to work. You understand the customer perspective and make decisions with their experience in mind. You thrive in a fast-paced environment remain calm under pressure and inspire teams to deliver their best work every day.

We understand you may feel confident ticking certain boxes more than others and thats why we always keep an open mind in our recruitment process. But in order to thrive in this role we do believe youll have at least some experience in the following:

• Minimum 3 years experience in customer service operations.
• Strong analytical skills with the ability to interpret data to drive operational improvements.
• Excellent communication skills both verbal and written in English and Swedish.
• Highly organised with a structured approach to managing multiple tasks and priorities.
• Strong technical skills and the ability to quickly learn and work with various tools systems and reporting platforms.
• Thrive in a high-paced environment with changing demands.
• A true team player who collaborates effectively with colleagues stakeholders and external partners.

Its a bonus if you have:

• Experience in managing business partner/vendor partnerships.
• Hands-on experience developing or managing customer service knowledge bases or Help Center content.
• Fluency in any other Nordic language.

What we offer you

Weve got you covered! 30 days of paid vacation every year an attractive pension and insurance scheme and generous parental leave pay lift.
Your wellbeing matters. We provide you with various wellbeing initiatives including wellness allowance.
A safe space to grow and up-skill. Our learning culture puts you in the drivers seat of your own development.
Entertainment is what we love and entertainment is what we do. So unlimited access to Viaplay seems only fair for you to get to know the product including series & viewing events new release movie rentals linear channels and more.

Hit playtoday

If this feels like your kind of challenge make sure you apply by attaching your CV here you may also want to add your LinkedIn profile. Please dont send us your application via email because we wont be able to accept it. We do however welcome any questions you may have about this particular position.

Want to learn more about who we are and what we doCheck out our careers pageorfollow us on Instagram! Were only ever a few clicks away.