We’re hiring a hands-on, strategic leader to run and continuously improve our Global Operations organization.

About the role

You will lead our Global Operations organization and take ownership of how our day-to-day operations run — from identifying bottlenecks to driving improvements that raise quality, speed, and customer experience.

This role is for someone who is strategic enough to shape direction and influence senior stakeholders, but who primarily prefers to be in the operation: close to workflows, performance, and execution. You have a strong eye for detail and enjoy getting close to the operational reality, understanding workflows end-to-end and using the right metrics to spot issues early. You’re excited about using AI to drive smarter, faster operations through automation and new ways of working.

What you’ll do

• Lead and develop the Global Operations organization, providing clear direction, structure, and follow-through

• Drive cross-functional operational initiatives and make sure improvements are implemented end-to-end

• Go deep into processes and workflows to identify root causes behind missed calls, late deliveries, and quality issues — then fix them

• Drive automation by applying AI and agentic workflows to remove manual work, improve quality, and increase speed.

• Maintain a high-performing management cadence (KPIs, follow-ups, escalation paths, decision-making)

• Partner with leadership to provide operational insights and input — while keeping focus on execution and outcomes

• Create trust and alignment across teams by being a clear communicator and a strong people leader

What we’re looking for

• 4+ years of relevant experience within operations (any strong operational environment is relevant)

• 3+ years of people management experience (you enjoy being a manager and have experience coaching team members and team leads)

• A clear, structured communicator who can create alignment across different parts of an organization

• A hands-on mindset: you like being close to the work, data, and operational reality

• Enough seniority to lead strategically, but not so far removed that you’ve become primarily “hands-off”

• Fluent in Swedish and English

Bonus points

• Experience from customer support/customer operations

• Startup experience and comfort with change and ambiguity

• Industry experience relevant to our operations

• German language skills

What success looks like

• Operational issues are surfaced early, owned clearly, and resolved faster

• Workflows become simpler and more predictable across the organization

• The Operations org has clear priorities, strong leadership, and a steady improvement pace

• Customer-impacting metrics improve (fewer missed calls, fewer late deliveries, higher quality)

Why join us

You’ll take a key leadership role in shaping how our Global Operations organization runs and evolves — with real mandate, high impact, and the opportunity to build an operations engine that scales.

Why DigitalTolk?

You’ll join an ambitious, forward-thinking team where you’ll have room to grow, bring ideas to the table, and help shape how we work. Your work will have real impact and you’ll do it in a collaborative culture where people value initiative and follow-through.