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 Customer Service Project Manager in our Stockholm office – are you ready to hit play on an exciting career change? 

The role 

We're looking for a dynamic leader to drive key projects and ensure the successful execution of our transformation plan. In this role, you'll collaborate closely with our Customer Support team, BPO partners, and internal stakeholders to implement impactful initiatives while maintaining the highest quality standards. Your focus will be on optimizing processes, improving efficiency, and ensuring everything stays aligned with our strategic goals. If you're passionate about transformation and making a real impact, we’d love to hear from you!

Key Responsibilities: 

• Project planning & Execution: Define project scope, objectives, timelines and deliverables to align with the transformation plan.
• Process Improvement: Identify inefficiencies in CS operations and lead initiatives to enhance quality and efficiency.
• Stakeholder Coordination – collaborate with cross-functional teams, ensuring alignment and buy -in from key stakeholders.
• Risk & Issue management- Proactively identify project risks, develop mitigation strategies, and resolve issue to keep projects on track.
• Performance Tracking & Reporting: Monitor project progress, analyze key metrics, and present insights to leadership for informed decision-making.
• Change management: Support the adoption of new processes and tools, ensuring smooth transition and minimal disruption.
• Quality assurance- Implement best practices to ensure projects meet customer service standards and business goals & objectives.
• Communication & documentation: Maintain clear and consistent project documentation, ensuring transparency across all levels.

What we’re looking for 

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: 

• Proven experience in project management.
• Background in customer service leadership, with expertise in agent development, process mapping, and quality assurance.
• Strong analytical mindset with the ability to translate insights into actionable improvements
  
  

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.