Customer Operations Manager
HybridHelsinki, Uusimaa, Finland
Job Summary
Lead Customer Operations in Finland by managing client management, customer service, and service quality while driving continuous improvement through global roadmap implementation and KPI monitoring. Execute efficient resource planning to meet business targets, coach team leaders on competency and engagement, and address operational risks to ensure sustainable financial results. Collaborate with the Finland Leadership Team and cross-functional stakeholders to maintain compliance, operational readiness, and scalable process development. This role requires 10+ years of experience in customer operations and fluent Finnish and English skills. Join 3stepIT's global team shaping circular technology solutions.
Required Qualifications
- Strong customer experience mindset with a proven track record of improving and delivering excellent end-to-end customer experience across the customer journey
- Commercial and business orientation, with the ability to balance customer needs with business objectives and drive sustainable results
- Strong Client Management, Customer Success Management, and/or Service Management background, and Customer Service experience
- A strong service delivery mindset, with a focus on reliable, high-quality and continuous service throughout the customer lifecycle
- Proven leadership and people management experience, with strong planning, execution, coaching and stakeholder management skills
- Experience working in international and matrix organizations
- Experience in service, process and systems development, with a track record of turning new solutions into effective operational practices
- Demonstrated ability to take new services, offerings and products into Customer Operations, ensuring the required capabilities, processes, tools and competencies are in place for successful delivery
- Strong experience and interest in solution, process and tool development, including AI, and driving scalable and efficient ways of working
- Strong collaboration skills and an ability to maintain effective partnerships with Sales and other key stakeholders
- 10+ years of relevant experience in customer operations, client management, customer success and/or service management
- Bachelor's degree in Business Administration, Information Technology, or a related field
- Fluent in Finnish and English, both written and spoken
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