Head of Global Merchant Operations Excellence
Head of Global Merchant Operations Excellence
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Job Description
About Wolt
At Wolt we create technology that brings joy simplicity and earnings to the neighborhoods of the 2014 we started with delivery of restaurant food. Now were building the delivery of (almost) everything and youll find us in over 500 cities in 30 countries around the 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.
Working at Wolt isnt always easy but its definitely exciting. Here youll learn more build more and ship more than in most other companies. Youll be challenged a lot but also have a lot of fun on the way. So if youre a self-starter with drive and entrepreneurial spirit this could be the ride of your life.
As the Head of Merchant Process Excellence at Wolt youll lead the charge in designing and scaling worldclass operational processes that empower our merchants success - from End-to-end process design to daytoday execution and performance growth. Reporting to the Global Merchant Operations Sr. Director youll define and elevate global process standards working closely with our country and central teams to ensure consistent operational excellence across our fastgrowing merchant base. Your work will directly enhance merchant experience operational efficiency and ensuring Wolt is the preferred partner of choice for local businesses.
What youll be doing
- Design & Optimize: Be accountable for building and continuously refining our endtoend processes (e.g. image operations) establishing performance monitoring and clear escalations paths - ensuring seamless scalability across regions
- Drive Continuous Improvement: Ensure we are continuously optimizing our processes with visible short- mid- and long-term improvements
- CrossFunctional Leadership: Collaborate with product central operations sales Wolt countries and analytics to align on process improvements and roll out best practices globally
- Measure & Improve: Set clear metrics (e.g. data accuracy process compliance) and use strong analytical insights to drive measurable process efficiency gains
- Champion Quality & Consistency: Create playbooks training materials and guidelines that enhance consistency and excellence across geographies and teams
- Lead Change: Be the internal champion for process excellence - drive adoption of new workflows tools and change initiatives with clarity and impact
Day-to-day in this role you will
- Analyze performance data to prioritize changes with the highest impact
- Lead cross-functional discussions to identify bottlenecks and align on process improvements globally and on a country level
- Drive fundamental process re-design initiatives and define the target picture for how merchant operations processes should run at scale
- Develop and maintain clear process documentation playbooks and training materials
- Ensure new tools and workflows are integrated smoothly into merchant operations with the right mechanisms to drive accountability
- Partner with local teams and 3P external resources to pilot solutions gather feedback and refine global standards
- Track and communicate progress to leadership highlighting tangible impact and next steps
- Drive operational consistency across countries in line with global best practices and identify process improvement opportunities
- Hold accountable support and coach country leads to ensure smooth team operations
- Collaborate with local GMs & other stakeholders (e.g. Sales AM team) to align on priorities
- Foster best practice sharing across countries and globally
Our humble expectations
- You have deep operational and process design experience ideally in high-growth multi-market tech or marketplace environments
- You have attention to detail paired with the ability to prioritize pragmatically and move fast
- You communicate clearly and with intent - both aligning stakeholders or guiding your team
- You are a proactive leader and collaborator - able to influence without direct authority align diverse stakeholders and rally teams around process improvements
- Youre analytical and always looking for the signal in the noise - and how to act on it
- You roll up your sleeves fix whats broken and dont wait to be told where to add value
- You collaborate across functions and regions and youre someone others naturally turn to for direction and clarity
Our Commitment to Diversity and Inclusion
Were committed to growing and empowering a more inclusive community within our company industry and cities. Thats why we hire and cultivate diverse teams of people from all backgrounds experiences and perspectives. We believe that true innovation happens when everyone has room at the table and the tools resources and opportunity to excel.
Required Experience:
Exec
Employment Type
Full Time
