Associate Director - Customer Service Technology Transformation

Summary

Join Etraveli Group as an Associate Director of Customer Service Technology Transformation in Uppsala, Sweden! This hybrid role (3 days on-site, 2 days remote/Stockholm office) requires driving the digital evolution of global Customer Service operations. You will lead a team, translate business goals into tech solutions, define a digital transformation roadmap, and explore new technologies. Collaborate with process managers, IT, and stakeholders to shape the future of customer service. The position demands strong leadership, technical expertise, and cross-functional collaboration skills.

Requirements

• A bachelor’s degree in computer science, business administration, engineering, or a related field
• At least five years of experience in digital transformation, information technology, or technical project leadership
• A minimum of three years in a leadership role with people and project responsibilities
• Proven track record of leading cross-functional transformation projects
• Experience working with complex systems (e.g. customer service platforms, CRM, or ticketing systems)
• Ability to communicate technical ideas to both technical and non-technical stakeholders
• Strong understanding of customer service operations and business processes
• Analytical mindset with experience using data to support decisions

Responsibilities

• Drive strategy and transformation
• Translate business-wide goals into actionable technology initiatives
• Define and gain buy-in for a digital transformation roadmap
• Continuously explore new technologies and service innovations
• Lead people and systems
• Manage a team of system owners and tech leads
• Oversee performance and continuous improvement of customer service platforms
• Guide configuration, integration, and system support processes
• Secure alignment and delivery
• Collaborate with the CS Process team to ensure operational and tech alignment
• Ensure robust system support processes are in place to minimize disruptions
• Partner with IT and vendors to resolve complex technical issues

Preferred Qualifications

• A master’s degree in digital transformation, information systems, or business
• Certifications in project management or agile methodologies (e.g. PMP, Scrum Master)
• Knowledge of automation tools, artificial intelligence, chatbots, or data analytics
• Experience working in global organizations or with outsourced vendor teams
• Familiarity with cloud-based service platforms

Benefits

• A flexible working environment. We work on a hybrid-model where you can choose to work two days from home and you will have two weeks per year that you can choose to work from a remote location
• Modern office in the heart of Uppsala – A bright and central location with great access to public transport, lunch spots, and parks just around the corner
• Healthcare allowance – Each employee receives a maximum allowable amount each year according to the Swedish Tax Agency to spend on health-promoting activities such as a gym card, massage etc
• Pension and health insurance – Through partners we offer a comprehensive pension and health insurance so that you can get help quickly in case of an accident
• Daily breakfast – To kick the day off just right, we serve breakfast at the office every morning