Head of Customer Operations B2C

Telia Global Services Lithuania; Oslo fylke; Ibrido; NOK 1.800.000 - 2.800.000; Tempo pieno

Vantaggi offerti da questo lavoro

Bonus potential

Remote work options

Comprehensive benefits

Descrizione del lavoro

Telia Norway is seeking a Head of Customer Operations B2C to lead a 300-strong team across Telia, OneCall and Mycall. You will own end-to-end B2C operations, driving a major transformation to simplify processes, digitalize workflows, and accelerate automation with AI.

We value a proven leader who can balance customer experience with efficiency and commercial outcomes, while developing leaders and building a high-performing organization across Oslo or Trondheim.

Competenze

• Experience leading large-scale customer operations with focus on customer experience and performance.
• Proven track record transforming operating models, processes, technology and ways of working.
• Strong commercial understanding and ability to link interactions to sales and retention.

Mansioni

• Own end-to-end B2C Customer Operations with transformation agenda.
• Lead and develop the B2C operation to deliver high-quality customer experiences at scale.
• Drive digitization, automation and AI adoption to improve efficiency and value creation.
• Strengthen commercial value through sales, retention and loyalty initiatives.
• Build a high-performing organization with engaged leaders and accountable teams.

Conoscenze

Operational leadership

Transformation leadership

Customer operations

Commercial mindset

AI & automation

People leadership

English language

Norwegian language

Formazione

Higher education in business/tech

Descrizione del lavoro

We're looking for a Head of Customer Operations B2C to join us at Telia Norway.

I'm John Sebastian Schmidt Slørdahl, Head of Consumer, and I'm searching for an experienced and ambitious leader ready to take our B2C customer operations to the next level. Our B2C customer operations consist of around 300 great colleagues across our brands (Telia, OneCall, Mycall) and products (mobile, broadband, TV).

You will lead a large customer-facing organization with a clear ambition: deliver great customer experiences while transforming how we operate and strengthening the commercial value we create in every customer interaction.

What you'll do

• You will have end-to-end responsibility for B2C Customer Operations, combining strong operational leadership with a significant transformation agenda.
• Lead and develop our B2C customer operations, ensuring high-quality customer experiences and efficient operations at scale.
• Drive a major transformation of customer operations, simplifying and standardizing how we work while accelerating digitalization, automation and the use of AI.
• Strengthen the commercial role of customer operations, increasing value creation through sales, retention, loyalty and a stronger focus on customer lifetime value.
• Build a high-performing organization by developing leaders and employees and creating strong engagement, accountability and a culture of continuous improvement.

The role can be based in Oslo or Trondheim, with regular presence across both locations expected.

What will help you thrive in this role

• We are looking for an experienced leader who combines strong operational expertise with the ability to transform, engage and deliver commercial results. You know what excellent customer operations look like, but you are equally motivated by building what comes next.
• Significant leadership experience from large-scale customer operations, customer service or other complex service operations, with responsibility for people, customer experience and operational performance.
• Proven experience leading leaders and larger organizations, with a strong track record of building engagement, accountability and high-performing teams.
• Demonstrated success in leading significant transformation, including changes to operating models, processes, technology and ways of working.
• Strong commercial understanding, with experience connecting customer interactions to sales, retention, loyalty and customer lifetime value.
• A strong customer orientation, with demonstrated ability to improve customer experience while balancing quality, efficiency and commercial outcomes.
• Good understanding of digitalization, automation and AI, and how technology can fundamentally improve customer operations.
• Relevant higher education is preferred, for example within business, economics, technology or a related field. Extensive and relevant leadership experience may compensate for formal education.
• Fluency in Norwegian and English.

Join us to shape smarter living for people, businesses, and the planet

At Telia, we're a team of 15 000 colleagues across the Nordics and Baltics, passionate about technology and connectivity. As a leading telecommunications operator, we drive long-term progress through large-scale, impactful projects in an inclusive environment. Here, you can grow your skills, lead meaningful projects, and thrive in a supportive environment. Whether you're taking your first step or your next, Telia is a place to grow, belong, and make a real impact.

What we offer

When you join us, you'll receive a comprehensive benefits package tailored to your local market, opportunities for remote work, and more. You'll also have the chance to earn a bonus based on your performance and Telia's results.

If you're selected for the next stage, you'll be contacted by our Talent Acquisition Partner. Background and reference checks will be part of the process.

Want to know more about this role? Please reach out to John Sebastian Schmidt Slørdahl, Head of Consumer, at [e-mail].

Equal opportunities

At Telia, we recognize talent by professional skills and growth potential. We champion diversity, ensuring every individual's needs are met, regardless of disability, gender, age, nationality, sexual orientation, or social status. Together, we're dedicated to fostering an inclusive work environment where your uniqueness is our strength.

Join us and let's make better happen - together!