Performance & Development Manager Customer Service

Searchminds Group AB

Om rollen Du får en egen kundportfölj med ansvar för strategi, drift och resultat, främst i Google Ads och även lite META annonsering. Du sätter riktningen tillsammans med kunden, bygger och optimerar kampanjerna och rapporterar så att kunden förstår vad pengarna gör. Våra projektledare äger mötesrytmen, du äger siffrorna, med stöd från en Content Creator i det grafiska. Du kommer till en avdelning som ligger långt fram i AI-stödda arbetsflöden. Datahämtning, analys och rapportering m.m. så att din tid går till tänkande och kunddialog i stället för klipp och klistra. Vi förväntar oss att du både använder verktygen och hjälper till att göra dem bättre. Vi tror att du Har arbetat aktivt i Google Ads och är hemma i gränssnittet: kampanjbyggen, budstrategier, sökordsarbete och konverteringsspårning Använder AI i ditt arbete idag och drivs av att utveckla processer, inte bara följa dem Förstår marknadsföring i grunden, snabbt kan förstå ett företags struktur och behov Håller kvalitet och lugn även när tempot är högt Är trygg i kundkontakten och kan stå för en rekommendation, då alla våra kunder har höga förväntningar på resultat, kommunikation och leverans Meriterande: Grundläggande kunskap om AI-agenter/modeller som Claude och ChatGPT, META annonsering, Google Ads annonsering, byråerfarenhet och grundläggande kunskap om spårningsuppsättning via Google Tag Manager. Vi erbjuder En nyckelroll i en avdelning som utvecklas i snabb takt med marknaden digital annonsering, kollegor som samarbetar effektivt och har kul under arbetstid. En frihet under ansvarskultur och kontor på Södra Långgatan 48 i Kalmar med lunchutsikt över Kalmarsund. Varför Searchminds? Hos oss får du en varierad och utvecklande roll i ett ambitiöst och hjälpsamt team där vi alla brinner för digital marknadsföring. Vi värdesätter kreativitet, driv, nytänkande och en positiv företagskultur där vi lär oss av varandra. Ansökan Omfattning: Heltid Varaktighet: Tillsvidare Mejla CV eller LinkedIn-profil och några rader om det mest intressanta Google Ads-konto du har arbetat med till info@searchminds.se.

Agoda

About Agoda At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.     Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.   No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us. The Opportunity    This is a high-impact leadership opportunity, for a Regional Customer Service Manager to lead Agoda's Customer Experience Group (CEG) Incident Management (IM) & Dispute Resolution & Privacy Advisory (DRPA) teams.     This role will lead a team of Team Managers (TMs) who handle complex technical/non-technical incidents and sophisticated legal, privacy, and regulatory disputes. This role will be responsible for creating a unified, world-class response framework that applies consistent principles of risk management, stakeholder communication, and operational excellence across both incident and dispute resolution.    We are looking for a leader with exceptional judgment who can command a crisis when needed, navigate complex legal and privacy disputes, and provide clear-headed strategy in chaotic situations. You will be the key liaison to senior stakeholders, responsible for turning high-stakes challenges into well-managed outcomes.    In this role, you'll get to:   * Mentor and manage specialized TMs for both IM and DRPA, holding them accountable for team performance, development, and the execution of their specific ownership pillars (e.g., court matters, incidents, legal escalations, workload management, high-risk cases).  * Serve as the senior leader for Agoda’s response to complex incidents (natural disasters, system outages, political events, etc.), ensuring effective war room facilitation and decisive mitigation strategies.  * Oversee the handling of high-risk regulatory investigations to specific escalations, data privacy matters (e.g.: Data Subject Right Request), and multi-jurisdictional legal disputes to minimize financial and brand exposure.  * Serve as the primary point of contact and bridge between internal stakeholders (e.g.: Legal, PR, Finance, Product) and external authorities providing strategic updates to SLT during severe incidents and ensuring aligned, effective collaboration during high-risk escalations.  * Drive a culture of continuous improvement, moving the team from reactive problem-solving to proactive prevention. You will oversee root cause analysis on critical cases and champion initiatives to automate manual work and streamline complex workflows.  * Champion a high-performance, high-accountability culture within the team, using data from KPIs to identify and address gaps in team engagement and performance.  * Own and evolve team performance dashboards, leveraging data visualization tools to surface actionable insights for senior leadership  * Prepare and present strategic performance reviews on the team's health, challenges, and improvement initiatives, using data to tell a compelling story to senior leadership.  * Be the point of escalation for operational challenges impacting the team’s stability and/or operational effectiveness, making decisive calls to resolve bottlenecks, manage crises, and protect both the customer & partner experience and Agoda's brand.  * Embrace and drive Agoda's 'experiment and measure' culture by identifying opportunities for process innovation and rigorously testing their impact.  * Be unafraid to ask for help, be willing to fail-fast and willing to take a risk when the need arises.    What you’ll Need to Succeed: * Significant experience in incident management, crisis response, legal operations, or privacy advisory within a fast-paced technology environment.  * Ability to remain calm and make rational, decisive judgments in ambiguous situations with limited information with a mindset that challenges conventional approaches and identifies deep-seated systemic issues before they escalate.  * Exceptional leadership and people development skills; you know how to coach, motivate, and hold other managers accountable for their teams' performance and development.  * Advanced analytical and investigative mindset as you are expected to use data to identify the root cause of complex problems and are comfortable navigating ambiguity where no clear process exists.  * Confidence and communication skills to interact with directors and VPs, manage their expectations, and drive alignment on critical issues. You can articulate complex situations clearly and concisely to a variety of audiences, from individual contributors to executives.  * Experience with data visualization tools (e.g. Tableau, Metabase) and a working knowledge of SQL.  * Fosters a culture grounded in Agoda values and purpose, role-modelling direct, respectful difficult conversations that set clear expectations, uphold integrity, and support continuous growth for individuals and teams.    It's great if you have:  * A background in managing specialized or L2/3 support teams.  * Formal training or certification in process improvement methodologies (e.g., Six Sigma, Lean).  * Leadership experience in a Crisis, Incident, Risk, Compliance, Trust & Safety Response Teams or Legal Operations role.    Location:  We welcome applications from Kuala Lumpur & Bangkok locations only.   Shift/Working Days: Regular Shift and available for on-call escalation outside business hours during active incidents or crises        PLEASE REVIEW OUR HIRING PROCESS GUIDELINES BEFORE YOUR INTERVIEW — CLICK HERE TO LEARN HOW INTERVIEWING AT AGODA WORKS.     DISCOVER MORE ABOUT WORKING AT AGODA * Agoda Careers https://careersatagoda.com * Facebook https://www.facebook.com/agodacareers/ * LinkedIn https://www.linkedin.com/company/agoda * YouTube https://www.youtube.com/agodalife   Equal Opportunity Employer  At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy. Disclaimer We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

Björn Lundén AB

Join our team and drive service stability across our platform About the role As a Service Reliability Manager, you are responsible for ensuring the availability, stability, and operational reliability of our customer-facing services. You act as a central coordination point across Product, Development, Operations, customer-facing teams, and external partners. Your focus is to proactively prevent service disruptions, manage incidents effectively when they occur, and continuously improve how we work with reliability across the organization. You coordinate incident management, release readiness, and operational communication, ensuring the right stakeholders are involved at the right time. In the event of incidents, you take on a leading coordination role, creating clarity, structure, and momentum in situations where it matters most. You also monitor service performance through SLAs, SLOs, and operational metrics, identify risks related to dependencies, and drive improvements through follow-ups, root cause analysis, and close collaboration with teams across the business. This is a role for someone who enjoys working at the intersection of technology, operations, and communication — and who wants to build reliable services together with others, rather than owning them alone. About you We believe you are a structured and communicative professional who is comfortable taking ownership in complex and sometimes high-pressure situations. You enjoy bringing clarity when things are uncertain, and you build trust by coordinating people, processes, and information in a thoughtful and pragmatic way. To be successful in this role, we believe you have: At least 5 years of relevant experience in service reliability, incident management, operations, service delivery, or similar roles in a technical environment Experience coordinating cross-functional teams and working with both technical and business stakeholders A solid understanding of service availability, operational risk, production readiness, and continuous improvement Experience working with SLAs, SLOs, operational metrics, or similar frameworks Strong communication skills and the ability to create structure and clarity, especially during incidents or time-critical situations Fluent in English and Swedish, Dutch and/or Danish is a plus It’s a bonus if you have experience in roles such as Incident Coordinator, Service Delivery Manager, or similar, along with familiarity with ITIL, change management, release governance, or operational readiness practices. Experience with monitoring and observability tools, incident tooling, status pages, or coordinating external suppliers and partners is also a plus. As a person, you are collaborative, analytical, and comfortable making decisions when needed. You remain calm and focused under pressure, and you take a proactive approach to identifying risks and driving improvements. You enjoy working closely with others and contribute to a culture where reliability is a shared responsibility across teams. Who We Are We are Bjorn Lunden, the business platform that simplifies everyday life for small and medium-sized businesses. Our belief is simple: every business deserves opportunities to grow, and we’re here to make that happen 🐻. We’re on an exciting journey. With bold ambitions, our vision is to become one of the leading providers of accounting and financial software solutions in Northwestern Europe. With our roots in Hälsingland, specifically in the small village of Näsviken, we’ve grown rapidly in recent years, transforming from a smaller national company into an international group. Today, we operate in Sweden, the Netherlands, and Denmark. Our goal is straightforward: to make life a little easier for entrepreneurs and business owners. We believe we can do that through great software, knowledge, innovation, and TACO. Not the kind you might be thinking of - but our version: Trust, Ambition, Collaboration, and Ownership. What We Offer We offer you a role in an international, growing company with a strong market position and the ambition to challenge industry giants. The wellbeing of our employees truly matters to us, and we want to be a fair and responsible employer where people feel good and enjoy their work. We strive for a healthy work-life balance and support this through competitive conditions and benefits and flexible work opportunities. We want to be the natural first choice for people who want to thrive and have fun at work. Application We are looking for a Service Reliability Manager in Stockholm, Hudiksvall, or Näsviken. The application deadline is 9 August 2026, but selection and interviews may take place on an ongoing basis. The position may therefore be filled before the deadline, so we encourage you to apply as soon as possible. If you have any questions about the role, please contact: Erika Sundman, Team Manager, Erika.Sundman@bjornlunden.com *For this recruitment, we kindly ask that recruitment agencies or other external partners refrain from contacting us.