Customer Operations Manager (Finland)

<p></p><p><span>Location: Helsinki (Hybrid)</span></p><div><p><span><br>Be part of the team that makes circular technology happen!</span></p></div><div><p></p></div><div><p><span><strong>We are 3stepIT</strong></span></p></div><div><p></p></div><div><p><span>3stepIT is a global leader in circular technology management. We are helping organizations use technology smarter and more sustainably. For nearly 30 years, we’ve designed lifecycle solutions that finance, manage, reuse, and extend the value of technology - reducing waste and driving business impact.</span></p><p></p></div><div><p><span>We work at the intersection of technology, sustainability, and innovation. Our teams help customers boost productivity while building a more circular future.</span></p><p></p></div><div><p><span>Want to help shape the future of circular technology? Join us.</span></p></div><div><p></p></div><div><p><span><strong>Role:</strong> Customer Operations Manager</span></p></div><div><p><span><strong>Reporting to: </strong>Customer Operations Director</span></p></div><div><p></p></div><div><p><span><strong>As Customer Operations Manager</strong> for Finland, you will lead Customer Operations, including Client Management and Customer Service, and play a key role in delivering an excellent end-to-end customer experience across 3stepIT’s offerings and services.</span></p><p></p></div><div><p><span>You will be responsible for operational performance, service quality, customer satisfaction, productivity, and continuous improvement. As a leader, you will inspire and develop a motivated, engaged, and forward-looking team, while creating an environment where people, processes, and customer experience continuously improve.</span></p><p></p></div><div><p><span>Reporting to the Customer Operations Director, you will be part of the Unified Operations Leadership Team and work closely together with Finland Leadership Team. As part of the Unified Operations, you will collaborate with colleagues across the organization to strengthen operational excellence and support the growth of the business.</span></p></div><div><p></p></div><div><p><span><strong>Your impact</strong></span></p></div><div><p></p></div><div><ul><li><p><span><strong>Lead Customer Operations in Finland</strong>, including customer service and client management, ensuring excellent customer experience and strong operational performance.</span></p></li></ul></div><div><ul><li><p><span><strong>Drive strategy and continuous improvement </strong>by implementing the global development roadmap, developing scalable processes, tools and ways of working, and monitoring key KPIs.</span></p></li></ul></div><div><ul><li><p><span><strong>Ensure efficient resource planning and execution</strong>, prioritizing work and allocating resources to meet business, customer and performance targets.</span></p></li></ul></div><div><div><ul><li><p><span><strong>Lead, coach and develop team leaders and employees</strong>, ensuring the right competencies, clear ways of working, strong engagement and high performance.</span></p></li></ul></div><div><ul><li><p><span><strong>Identify and address risks and inefficiencies</strong>, taking corrective actions to ensure sustainable operational and financial results.</span></p></li></ul></div><div><ul><li><p><span><strong>Ensure effective collaboration and communication</strong> across the organization, the Finland Leadership Team and other key stakeholders.</span></p></li></ul></div><div><ul><li><p><span><strong>Ensure quality, compliance and operational readiness</strong>, including appropriate tools, processes, instructions and development plans.</span></p></li></ul></div><div><p></p></div><div><p><span><strong>What you bring with you</strong></span></p></div><div><p></p></div><div><ul><li><p><span>Strong customer experience mindset with a proven track record of improving and delivering excellent end-to-end customer experience across the customer journey.</span></p></li></ul></div><div><ul><li><p><span>Commercial and business orientation, with the ability to balance customer needs with business objectives and drive sustainable results.</span></p></li></ul></div><div><ul><li><p><span>Strong Client Management, Customer Success Management, and/or Service Management background, and Customer Service experience.</span></p></li></ul></div><div><ul><li><p><span>A strong service delivery mindset, with a focus on reliable, high-quality and continuous service throughout the custo