Operations Manager, Norway - Ensuring an exceptional customer service experience

Do you have strong leadership acumen and a proven experience with leading a customer support team? Are you passionate about continuous improvement, and are you ready to take on the next challenge in your career? Are you motivated by the thought of setting the direction for operational excellence while delivering exceptional customer service? 

Then you might be our new Operations Manager, Norway!

Your challenges 

In this role, you will be employed at our modern office location in Oslo (Nydalen), where you will be responsible for our Operations team in Norway. You will report to the Senior Manager for Operations in region Nordics, who is located in Hørsholm, Denmark.

“Operations” covers functions and responsibilities within Customer Interaction Center and Technical & Remote Service. In short, our Operations team is responsible for handling and resolving incoming customer requests, which usually are resolved directly via mail or phone, providing expert advice and guidance to the customer or pro-partner, placing an order on behalf of the customer for a desired product, or by scheduling a visit from one of our technicians – all with the focus of ensuring the highest customer satisfaction possible.

Hence, your primary job will be to ensure the delivery of exceptional service to our customers while driving operational excellence across the organization. You will have direct people responsibility for 6 employees, be an integrated part of the cross-national leadership team (DK, SE, NO). In addition, you will be the campus manager for the Oslo office covering a total of 10 employees.

Your primary tasks will be focused around:

• Managing and developing Customer Service and Technical & Remote Service for optimal customer centricity and service.
• Leading the department, ensuring efficient operations and a high-performance team.
• Monitoring and securing KPI’s for the department.
• Optimizing processes using best practices and drive continuous improvements.
• Overseeing order management, returns, complaint handling, and service quality.
• Developing annual plans and goal-oriented reporting for the area of Operations Norway.
• Staying updated on market trends to adjust service offerings accordingly.

Your qualifications

Most importantly, you have experience with leading people and know how to run a small high performance team, where shared responsibilities lead to common success. You have great empathy and integrity, and are able to balance this with a good business understanding. In addition, you have a strong drive and a proven track record of building valuable relationships across an international organization. You look for opportunities and are able to handle tasks and challenges within a matrix organization with high peak periods.

To be suitable for this role, it is required that you

• Bring experience from a similar role focused on Operations Support / Customer Support.
• Have a proven experience with leading, managing and developing people / teams (min. 3 years).
• Possess excellent communication skills in both Norwegian and English.

In addition, it is beneficial if you

• Have relevant education within business administration or similar.
• Bring experience with data driven optimization of operations teams and continuous improvement of processes.
• A genuine commercial understanding.

The role requires a willingness to travel approximately 20 days a year.

Your opportunities 

You will be part of a dedicated and energetic leadership team across the Nordic countries, and you will be given the opportunity to lead and develop a newly established team, ensuring increased performance year after year.

This is a fantastic opportunity for a highly motivated and focused professional to join a position where you will work alongside experienced and passionate colleagues – in a setting where knowledge is shared, and responsibility is given to those who can and will. Our teams are characterized by an informal tone, strong feedback culture, social events, and respect for each other both as team players and as individuals.

We offer exciting and great opportunities for your personal and professional development, and you will get to work with competent and dedicated colleagues where commitment, mutual respect, courage and customer centricity are among our core values.

Application and contact

Learn more about the VELUX Group online at www.velux.com, where you can read more about working at our company and what to expect of our recruitment process.

We are looking forward to receiving your CV and application (in English) as soon as possible. In your application, please highlight your experience with leading and developing teams, as well as your experience within Customer Support.

We are reviewing candidates and calling for interviews on an ongoing basis, so don’t wait to apply.