Engineering Manager @ Klarna Bank AB Germany

Directly lead 4 Engineering Managers managing 38 engineers + 8 CRM specialists across Klarna.com group. Own ~€1.1M+ budget (Contentful + Silka law). Drive roadmap planning with Product Managers, cross-functional stakeholder alignment (marketing, product, compliance, legal), and vendor relationships.
Key Leadership Achievements:
● Vendor management & negotiation: As Klarna’s Contentful contract owner, arranged and facilitated a meeting between Contentful’s CEO & EMEA leaderships and Klarna’s Senior Directors – secured a 10% discount on next year’s renewal. Also managed Silka law (€600k budget) – biweekly reviews of brand threats (e.g., fraudulent domains like www.klarna-money.pl), made final acquisition decisions to protect Klarna’s web presence.
● Process turnaround for Klarna.com: Inherited a “constantly on fire”, high-demand, chaotic environment. Took a survey, methodically listed major concerns, and implemented process corrections using DORA metrics (deployment frequency, lead time, MTTR, change failure rate). Set proper expectations by projecting team capacity. Solved all Critical, High, and Medium concerns – happiness index increased significantly.
● Compliant Copilot – AI-Powered Investigation Workstation: Led architecture and delivery of hybrid AI system automating complaint handling across 7 markets. Reduced investigation time from 15–30 minutes to <5 minutes.
● Klarna.com Rebuild – BFF Architecture: Modernised to microservices-based
Backend-for-Frontend – reduced costs by €30K/month, eliminated 300+ security vulnerabilities, accelerated deployment from weeks to hours.
Key Projects & Achievements:

• Complaint Copilot – AI‑Powered Investigation Workstation: Led the architecture and end‑to‑end delivery of a hybrid AI workstation that automates complaint handling across 7 markets. Designed a 6‑step streaming pipeline combining deterministic rules (200+ keywords, 30+ market routines, regulatory logic) with LLM reasoning (GPT‑4o, RAG, streaming narratives). Reduced average investigation time from 15–30 minutes to <5 minutes, achieved 100% audit coverage of AI decisions, and built a 3‑layer evaluation framework to ensure quality and compliance. POC completed in 1 month with 75% of planned features delivered; the roadmap includes production integration with Klarna’s IKG and AI Gateway.
• AI Agent Authorization & Authentication: Architected and led development of
  authorization and authentication bots for AI agents and human users using Golang, Rego policies, Redis, and Kafka. Secured access to Klarna’s Intelligent Knowledge Graph (IKG), enabling safe, scalable AI‑driven customer interactions across the organization.
• Klarna.com Rebuild – BFF Architecture: Spearheaded modernization of Klarna’s web platform to a microservices‑based Backend‑for‑Frontend (BFF) architecture with Contentful, Bynder, and Locker. Reduced operational costs by €30K/month, eliminated 300+ security vulnerabilities, and accelerated deployment velocity from weeks to hours.
• Klarna Central Data Platform: Engineered a unified data platform using mParticle
  and custom microservices to expose real‑time customer data across Klarna’s
  ecosystem, including Braze. Enabled personalized, data‑driven marketing campaigns at scale.
• Leadership & Team Management: Directly lead four Engineering Managers and
  their teams, driving technical excellence, career development, and cross‑functional alignment with marketing, product, and compliance leaders to deliver high‑impact business outcomes.