Operational Product Manager Contact Center

Om jobbet

We're looking for an Operational Product Manager - Contact Center to join us at Telia.

I'm Stefan Bjurström, Head of Product Management UC & CS, and I'm searching for someone ready to grow with us at Telia B2B. This is a senior B2B role for someone who thrives in the intersection of customer journeys, operations, IT and product to create a real, visible difference.

What you'll do:

In this role, you are accountable for the operational customer experience Contact Center offerings across the full product lifecycle. You ensure that what we promise commercially is delivered seamlessly in customer engagement and collaboration processes - with high quality, efficiency and scalability.

You will work close to Customer Operations, IT, Commercial, Sales and other Product teams, with a near- to mid-term focus (1-12 months). Your work directly impacts customer satisfaction, operational efficiency and business performance.

Key responsibilities:

• Own the end-to-end operational customer experience for UC and Contact Center products and offerings across their lifecycle
• Drive localization and implementation of products into customer journeys, operational processes and IT systems
• Secure quality, stability and performance across customer engagement and collaboration services (voice, digital, assisted, UC)
• Identify and drive continuous improvements balancing customer experience, efficiency and scalability
• Act as the key interface between business requirements, operations and IT, translating needs into executable solutions
• Follow up on operational KPIs, incidents, customer feedback and journey performance, and drive corrective actions
• Ensure clear documentation, handovers and ways of working across Product, Operations and IT

You are the one who makes sure our Contact Center offerings work every day, for every customer.

What will help you thrive in this role:

To be successful in this role, we believe you bring strong operational understanding combined with a customer-centric and structured mindset. You have experience from product development, product lifecycle management or operational product roles within Telecom or similar B2B environments.

Key skills:

• Experience in product development, product lifecycle management or operational product roles within Telecom or similar B2B environments
• Solid understanding of UC and/or Contact Center solutions, customer operations and customer journeys
• Experience translating product and commercial requirements into operational processes and IT solutions
• A structured, proactive way of working and the ability to drive improvements in complex, cross-functional environments
• An academic degree
• Fluency in Swedish and English, both written and spoken

Join us to shape smarter living for people, businesses, and the planet

At Telia, we're a team of 15 000 colleagues across the Nordics and Baltics, passionate about technology and connectivity. As a Leading Telecommunications Operator & Climate Leader, we drive change with large-scale, impactful projects while building a sustainable, inclusive world.

Here, you can grow your skills, lead meaningful projects, and thrive in a supportive, diverse environment. Whether you're taking your first step or your next, Telia is a place to grow, belong, and make a real impact.

What we offer

When you join us, you'll receive a comprehensive benefits package tailored to your local market, opportunities for remote work, and more. You'll also have the chance to earn a bonus based on your performance and Telia's results.

Ready to make better happen?

We look forward to receiving your application by 2026-03-11.Please note that we might close the position earlier if we find the right candidate, so don't wait too long to apply!

If you're selected for the next stage, you'll be contacted by ourTalent Acquisition Partner. Background and reference checks will be part of the process.

Want to know more about this role? Please reach out to Stefan Bjurström, at stefan.bjurstrom@teliacompany.com.

Equal opportunities

At Telia, we recognize talent by professional skills and growth potential. We champion diversity, ensuring every individual's needs are met, regardless of disability, gender, age, nationality, sexual orientation, or social status. Together, we're dedicated to fostering an inclusive work environment where your uniqueness is our strength.

Join us and let's make better happen - together!