**Description**
Our client in Stockholm is seeking an experienced Channel Manager for their customer service organization. This role involves taking over from an employee who is going on parental leave and requires a consultant who has previously succeeded in a similar position. You are expected to operate at least at a tactical level, understand the business as a whole, and be able to lead third-party providers towards clear objectives. The role entails extensive follow-up, analysis, and coordination with multiple internal and external stakeholders. Work will be conducted during regular office hours, and you will be on-site in Solna three days a week, including fixed Wednesdays.
**Responsibilities**
In this role, you will be responsible for defining requirements, coordinating, and following up on various assignments and initiatives, while continuously analyzing the current state and desired state of the business. You will ensure that changes in regulations and processes are managed in a structured manner through ongoing dialogue with relevant stakeholders. The work also involves monitoring results, demanding actions related to, for example, SLAs and scorecards, as well as conducting analyses or developing business cases as needed. You will have regular contact with customer service teams and agents through activities such as joint listening sessions and dialogue to drive operational improvements. The role also includes optimizing processes within business customer service and may involve defining requirements for a new chatbot solution if necessary.
**Qualifications**
• Experience in process mapping
• Good understanding of how customer service operations are structured and how they interact with sales organizations
• Understanding of sales to existing customers and business acumen in the area
• 5–7 years of relevant experience
• Excellent command of Swedish and English, both written and spoken
**Desirable**
• Experience in defining requirements for chatbot solutions or similar digital customer service initiatives
**Conditions**
Hybrid solution with on-site work three days a week in Solna. Full-time. The assignment is intended to cover a parental leave for a specified period. Start as soon as possible, with the assignment running until 2026-08-31.
If you are ready to take on a role as Channel Manager and contribute to driving a customer service organization forward through analysis, structure, and clear governance, do not hesitate to apply. We are recruiting continuously and look forward to your application!
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