3 Step It

Oslo

We are 3stepIT 
At 3stepIT we have a very clear purpose: empowering circular technology by offering end-to-end circular solutions designed to optimize financial performance, enhance flexibility and efficiency, and ensure sustainability and security for businesses and device users.
Today, we serve more than 3,000 customers across Europe, processing close to a million devices every year in our refurbishing centres.
At 3stepIT, taking care is our mindset. We take care of our customers, their technology, and each other.
Job role and purpose:
We are looking for a Customer Operations Manager to lead our Customer Operations team in Norway and help build unified, scalable customer service processes. In this key role, you will ensure high-quality service delivery, drive operational efficiency, and implement company-wide solutions locally.
In this role, you will be responsible for leading the Norwegian Customer Operations team and ensuring a consistent, high-quality customer experience. You will report to the Customer Operations Director, based in Helsinki, Finland. You will be part of the Nordic Unified Operations Leadership Team and contribute to the local Norwegian Leadership Team, working alongside the Country Manager.
As a Customer Operations Manager, you will be responsible for leading the Norwegian Customer Operations team and ensuring a consistent, high-quality customer experience. You will play a central role in developing and implementing unified and scalable processes that improve operational efficiency. Collaboration with both local and international stakeholders is essential, as you will work to align and deliver key strategic initiatives. You’ll also be an active contributor to both the Unified Operations and local leadership teams, helping shape the overall direction and performance of the business. As a leader, you will foster a motivated, engaged, and forward-thinking team culture that drives continuous improvement.
Tasks and responsibilities:
<li>Develop, implement, and ensure successful execution of unified and scalable Customer Operations solutions and efficiencies according to Unified Operations initiative aligned with local needs and requirements</li>

<li>Provide leadership and management to Customer Operations in Norway</li>

<li>Plan and manage customer services related strategy implementation, development, deployment and follow up the execution and KPI’s</li>

<li>Act, evaluate and take necessary actions to establish a Customer Operations in Norway that is utilizing efficient processes and tools, supporting the market share growth while meeting the expectations of the customers and employees</li>

<li>Lead personnel planning, allocate resources and prioritize the work within the scope of Unified Operations and current financial pre-requisites to ensure that both performance and results meets the set goals</li>

<li>To validate and request through applicable business cases any resources, systems and/or investments needed in order to successfully meet performance and result goals</li>

<li>Coach Customer Operations team to provide excellent customer experience with high performance and high employee satisfaction</li>

<li>Implement measures to mitigate any identified risks, weak processes and/or under-performance (including financial performance) within the scope of Customer Operations</li>

<li>Ensure effective communication within Unified Operations and with other stakeholders</li>

<li>Report timely to the Country Manager Norway about breaches, issues, problems or deficiencies that directly can negatively impact the business</li>

<li>Report to the local Leadership Team challenges and/or factors that indirectly or long term might negatively impact the business</li>

<li>Ensure with Customer Operations managers that employees have required competencies and short- and long term development plans, proper work instructions/information and applicable tools to be successful in their tasks</li>

<li>Monitor and manage both quality in the department and external and internal compliance</li>
Qualifications and experience:
<li>Vocational education or equivalent</li>

<li>More than 10 years of experience in customer operations / customer services</li>

<li>Proven experience in leading and managing excellent customer experience and services</li>

<li>Experience from international organizations and in people management across diverse regions, cultures and disciplines in a matrix organization</li>

<li>Knowledge and experience of entrepreneurial environments is helpful, as is a willingness and evidence of an ability to innovate</li>

<li>Experience in services, processes and systems development and implementation</li>

<li>Strong results orientation by having shown a business-driven mentality by consistently thinking of the bottom-line impact</li>
Leadership skills
<li>Demonstrate strong leadership, planning, execution, people-management and coaching skills</li>

<li>Strong skills in change management</li>

<li>Show direction and lead by example and take ownership and coaches performance</li>

<li>Ability to develop and empower people</li>

<li>Ability to drive changes - define goals, organize, plan, document and communicate</li>

<li>Ability to manage and follow up budgets and KPIs</li>
Business Understanding
<li>Familiarity with company strategy development and implementation</li>

<li>Understanding on both business and people, including their drivers and success factors</li>

<li>Understanding regarding key aspects of business, e.g., business models and competitive positioning; also understands how business operates, including the roles of structure, systems and processes</li>

<li>Wide knowledge of Customer services operations, roles, tools, channels and processes</li>
Customer focus
<li>Good knowledge about Customer experience management</li>

<li>Actions demonstrate customer focus and satisfaction</li>

<li>Ability to exceed customer expectations</li>

<li>Fluency in English and Norwegian, both in writing and orally</li>
Benefits:
In addition to a competitive pay package, you’ll also enjoy a range of benefits that make 3stepIT a place where we take care of you.
<li>Recognition and rewards</li>
Beyond your pay, we go a few steps further to make sure you’re properly recognized for your achievements. Some of the highlights include the 3stepIT Bonus Program and Employee Excellence Awards!
<li>Continuous learning</li>
People at 3stepIT are deeply curious, willing to seize learning opportunities and know that development starts with themselves. That’s why we offer ongoing learning opportunities like the Talent Development Program, coaching, training days, workshops and more.
<li>Health and wellbeing</li>
A good work-life balance and wonderful workspaces are essential, but we go further. We want you to bring your whole self to work: a healthy mind and a healthy body. Breaks in your day are vital, so we avoid back to back meetings, and you’ll be offered a range of physical activities to get involved in. It’s all about being the ‘best you’ you can be.
<li>Giving back</li>
You’ll have the chance to join colleagues in various team volunteering initiatives, as well as gaining funding and support for the causes you believe in. We call this ‘Walk the talk’ because we demonstrate through action that we take care of our planet.
<li>Fun stuff</li>
When you work with amazing people, it’s hard not to have a good time. From team challenges to sports activities and our annual conference, there’s plenty of fun stuff to get involved in at 3stepIT.
Life at 3stepIT
Being a 3stepper should be the best experience. That’s why we take care to build a culture of flexibility, learning and fun -- because work and life should fit together effortlessly.
We’re a community who genuinely care for one another. We believe in solving problems together as one team. Leaders at 3stepIT collaborate closely with their teams and always remain approachable, no matter how senior they are. The atmosphere is friendly and future-focused, and we love fresh ideas.
Our core values give a great description of how we interact with each other:
<ul><li>
Positive - We see opportunities and help others see them too.
</li><li>
Passionate - We care about eliminating waste wherever we find it.
</li><li>
Responsible - We take responsibility for our actions.
</li><li>
Curious - We always want to learn more and improve.
</li><li>
Amazing - We do great things for our customers and each other.
</li></ul>
Contact details: If you have further questions about this role, please contact Customer Operations Director Johanna Puro-Grönblom (<a rel="nofollow" href="mailto:johanna.puro-gronblom@3stepit.com">johanna.puro-gronblom@3stepit.com</a>)
**Closing date:**Please submit your application by Sun 21.9. We can only accept applications through our Career-page. We will start to proceed with the recruitment already during the application period and look forward to hear from you soon!

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