Head of Customer Operations B2C

Telia; Oslo fylke; Hybrid; NOK 2,000,000 - 3,500,000; Full time

Benefits offered by this job

Remote work opportunities

Comprehensive benefits package

Bonus potential

Job summary

Telia Norway is seeking a Head of Customer Operations B2C to lead a 300-strong team and transform how we operate while increasing commercial value across customer interactions. The role can be based in Oslo or Trondheim, with regular presence across both locations.

You will oversee a large organization, drive digitalization and AI-enabled improvements, and ensure outstanding customer experiences at scale. fluency in Norwegian & English is required.

Qualifications

• Proven leadership of large-scale customer operations with people, process and performance accountability.
• Strong record of driving transformation across operating models, processes, and tech.
• Excellent customer orientation with linkages between interactions and commercial outcomes.

Responsibilities

• Lead and develop our B2C customer operations to deliver high-quality experiences at scale.
• Drive major transformation to simplify, standardize, and accelerate digitalization and AI adoption.
• Strengthen commercial value through improved sales, retention and loyalty strategies.
• Build a high-performing organization by developing leaders and fostering accountability.

Skills

Leadership

Change management

Strategic thinking

Customer operations

Digital transformation

AI awareness

Norwegian language

English language

Education

Bachelor's degree in business or related field

Tools

CRM systems

Job description

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

• 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

• 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.

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

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.