About the Role

We are looking for a Customer Operations Manager to run the operational execution of customer engagements at ABC Labs. This role is responsible for day-to-day delivery, issue resolution, and ensuring that customer commitments are fulfilled reliably and delivered with precision in a regulated, time-sensitive environment.

This role serves as the primary operational point of contact for customers, working closely with Account Management, internal teams, and external partners to ensure smooth execution and clear communication throughout the delivery. Over time, this role will help build the function into a scalable, high-reliability customer operations team - designing the operating model, playbooks, and escalation paths - including establishing 24/7 responsiveness as needed across industries, verticals, and geographies.

The role is based in Stockholm and works closely with account management and operations teams.

Key Responsibilities

Customer Communication & Contact

• Act as the primary operational point of contact for customers and coordinate tightly with the Account Manager to deliver a consistent, high-trust customer experience.

• Maintain frequent, clear, and pragmatic communication with customers during active engagements and time-critical situations - especially when conditions change or issues arise.

Operational Delivery & Scaling

• Own day-to-day operational delivery by coordinating logistics, materials, and site readiness, ensuring kits, supplies, and operational requirements are in place for reliable execution across onboarding, scheduled, and ad-hoc activities (including urgent, unplanned requests).

• Ensure operational delivery meets required quality and compliance standards (e.g., chain-of-custody, documentation discipline, and auditable execution) across sites and partners.

• Ensure smooth, low-friction delivery through close coordination with various customer contacts, booking and aligning logistics as needed, resolving issues quickly, and maintaining a consistently high execution standard across sites - closing loops fast and leaving no loose ends.

• Identify recurring issues and drive improvements to processes, standards, and playbooks based on real-world execution.

• Over time, help build a customer operations team capable of 24/7 responsiveness.
  

About You

You bring experience from customer-facing operations or delivery roles and are comfortable owning execution in time-sensitive and regulated environments.

We believe you have:

• Some years of experience in operations, service delivery, logistics, or similar execution roles.

• Experience working directly with customers in an operational context.

• Strong coordination, prioritization, and problem-solving skills.

• A hands-on, execution-driven approach with a strong sense of ownership and a bias to action.

• Clear and pragmatic communication skills in time-critical environments.

• Comfort working with digital tools and operational systems.

• Fluency in Swedish and English, written and spoken.

The Practical Stuff

Location: Stockholm
Team: You’ll work closely with Account Management and operations teams
Compensation: Market-based compensation and benefits
Vacation: 30 days annual leave
Work authorization: A valid EU work permit is required. Applicants who are not EU citizens must be able to provide current and valid work-permit documentation.

Diversity & Inclusion

We are committed to building a diverse and inclusive workplace. We welcome applications from all qualified candidates regardless of gender, gender identity or expression, age, disability, ethnicity, religion or belief, sexual orientation, or any other protected characteristic under EU or local law.

Data Protection Notice

By applying for this role, you consent to the processing of your personal data in accordance with applicable data-protection laws (including GDPR) and our recruitment privacy policy.