Associate Director - Customer Service Technology Transformation
Workplace: Uppsala, Sverige
Expires: August 29, 2025
Lead the digital evolution and transformation of global Customer Service operations by managing technology initiatives and teams to enhance customer service platforms and processes.
Main requirements:
  • Bachelor’s degree in computer science, business administration, engineering, or related field
  • At least five years of experience in digital transformation, information technology, or technical project leadership
  • Minimum three years in leadership role with people and project responsibilities
  • Proven track record leading cross-functional transformation projects
  • Experience working with complex systems such as customer service platforms, CRM or ticketing systems
  • Ability to communicate technical ideas to both technical and non-technical stakeholders
  • Strong understanding of customer service operations and business processes
  • Analytical mindset with experience using data to support decisions
Responsibilities:
  • Drive strategy and digital transformation by translating business goals into technology initiatives and defining a transformation roadmap
  • Lead and manage a team of system owners and tech leads for customer service platforms
  • Oversee performance, continuous improvement, configuration, integration and system support processes of platforms
  • Collaborate with Customer Service Process team, IT, and vendors to ensure operational and technical alignment and resolve complex technical issues
  • Continuously explore new technologies and innovations
Required hard skills:
  • Digital transformation
  • Project leadership
  • Technical communication
  • Customer service platforms knowledge
  • System integration and support
  • Data analytics for decision making
Recommended hard skills:
  • Master’s degree in digital transformation, information systems, or business
  • Project management or agile certifications (e.g. PMP, Scrum Master)
  • Knowledge of automation tools, artificial intelligence, chatbots, data analytics
  • Experience working with global organizations or outsourced vendor teams
  • Familiarity with cloud-based service platforms
Soft skills:
  • Leadership and team management
  • Cross-functional collaboration
  • Strategic thinking
  • Communication skills
  • Analytical mindset
  • Adaptability
Frameworks:
  • Agile methodologies (recommended)
Natural languages:
  • English (Proficient)
Cultural skills:
  • Promoting diversity and inclusion
  • Supporting hybrid and flexible work models
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