At Viaplay Group, we entertain millions of people every day through our streaming services, radio networks, and TV channels. We believe in the power of content not just as a way of telling stories and touching lives, but also expanding worlds.
We’re looking for the best people to join us on our journey. Right now, we’re searching for a Operations Manager in our Stockholm office – are you ready to hit play on an exciting career change?
The role
We’re looking for a full-time Operations Manager to join our Customer Service team. In this role, you will oversee daily operations and manage our partnerships with external BPO providers. You’ll ensure performance targets are met, processes are structured and efficient, and our customers continue to receive the excellent support they expect from us – even when business demands are high.
Your main responsibilities will be to perform all parts of an audit:
- Assist and manage relationships with our business partner, ensuring alignment on targets, quality, and customer experience.
- Handle escalations and resolve complex edge cases.
- Manage agent onboarding and offboarding processes to maintain operational readiness and compliance.
- Support and participate in improvement projects to drive efficiency and enhance customer service delivery.
- Proven ability to advocate for the customer, ensuring their needs and experiences are prioritised internally.
What we’re looking for
As an Operations Manager at Viaplay, we believe you are an experienced operations leader with strong communication skills and a structured approach to work. You understand the customer perspective and make decisions with their experience in mind. You thrive in a fast-paced environment, remain calm under pressure, and inspire teams to deliver their best work every day.
We understand you may feel confident ticking certain boxes more than others and that’s why we always keep an open mind in our recruitment process. But, in order to thrive in this role, we do believe you’ll have at least some experience in the following:
- Minimum 3 years' experience in customer service operations.
- Strong analytical skills with the ability to interpret data to drive operational improvements.
- Excellent communication skills, both verbal and written in English and Swedish.
- Highly organised with a structured approach to managing multiple tasks and priorities.
- Strong technical skills and the ability to quickly learn and work with various tools, systems, and reporting platforms.
- Thrive in a high-paced environment with changing demands.
- A true team player who collaborates effectively with colleagues, stakeholders and external partners.
It’s a bonus if you have:
- Experience in managing business partner/vendor partnerships.
- Hands-on experience developing or managing customer service knowledge bases or Help Center content.
- Fluency in any other Nordic language.
What we offer you
We’ve got you covered! 30 days of paid vacation every year, an attractive pension and insurance scheme, and generous parental leave pay lift.
Your wellbeing matters. We provide you with various wellbeing initiatives including wellness allowance.
A safe space to grow and up-skill. Our learning culture puts you in the driver’s seat of your own development.
Entertainment is what we love, and entertainment is what we do. So, unlimited access to Viaplay seems only fair for you to get to know the product – including series & viewing events, new release movie rentals, linear channels and more.
Hit play today
If this feels like your kind of challenge, make sure you apply by attaching your CV here – you may also want to add your LinkedIn profile. Please don’t send us your application via email because we won’t be able to accept it. We do, however, welcome any questions you may have about this particular position.
Want to learn more about who we are and what we do? Check out our careers page or follow us on Instagram! We’re only ever a few clicks away.
