About the Role
The Operations Partner is responsible for end‑to‑end operational delivery, quality management, and escalation handling for high‑complexity and premium clients. The role acts as a senior operational interface between clients, Customer Support, Data Operations, and Commercial teams, ensuring compliant, timely, and high‑quality delivery while driving process improvement and growth.
Key Responsibilities
- Own resolution of high‑complexity operational client requests (e.g. database changes, new deliverables, product coding, feasibilities, data inquiries).
- Manage MSD tickets and requests in line with SLA/OLA, coordinating cross‑functionally through to final delivery.
- Act as direct operational contact for premium clients; participate in client calls and support de‑escalations in alignment with Customer Support.
- Translate client needs into internal work orders (COFs), confirm timelines, and monitor execution.
- Lead quality issue resolution, diagnostics, root‑cause analysis, and corrective actions with Data Ops/Data Science.
- Lead and contribute to internal forums (e.g. CHT, QEM), escalation discussions, and improvement plans.
- Coordinate complex feasibility assessments, aligning solution design, timelines, and costs; support new business growth.
- Act as project coordinator for onboarding new clients, retailers, or categories.
- Identify process gaps and drive continuous improvement, training, and knowledge sharing.
- Ensure compliance with incident management processes and RACI.
Requirements
- Bachelor’s degree or equivalent experience
- Strong analytical and project coordination skills (above standard CSA level)
- Experience managing high‑complexity clients, escalations, and quality topics
- Fluent in one Nordic language (Danish, Norwegian, or Swedish) and able to understand the other two
- Preferred location: Copenhagen (DK) – Norway or Sweden.