Strategy & Operations Manager

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.

The Global Support team drives Wolts long-term strategy scalable processes and sustainable business models across our 30 markets. We work closely with regional teams and functional leaders across Product Analytics Legal Other Global functions and more to execute high-impact company-wide initiatives.

Were looking for a Strategy & Operations Manager to join our Global Support this role you will redefine how we collect analyze and act on refunds and contact rate working closely with regional and product teams to improve customer experience - ensuring their voices shape our decisions and initiatives.

Strategy and Operations Managers are critical in standardising and improving our operating models across our markets. To be successful in this role is to have an impact across multiple markets in a way that positively impacts our overall customer experience and helps us become more financially efficient as a business.

What youll be doing

The Employees duties and responsibilities include among other things:

• Optimize Contact Rate Reduction: Systematically analyze and address key drivers of customer support inquiries. Develop and implement high-impact process improvements prioritize automation opportunities and collaborate with the Support Product team to enhance self-service solutions.
• Drive Data-Backed Operational Excellence: Establish and refine KPIs to monitor performance conduct deep-dive analyses to identify trends and generate actionable insights that inform strategic decisions.
• Strategic Stakeholder Engagement: Build and maintain strong partnerships with Regional Support Product Analytics Merchant Operations and Delivery Operations teams to drive alignment on key business objectives.
• Expand Outsourcing Capabilities: Strategically assess and implement internal and external outsourcing opportunities to optimize cost efficiency and service quality.
• Ensure Agile Response to Business Needs: Maintain a proactive and flexible approach to addressing urgent operational challengeswhether responding to performance fluctuations in specific markets supporting new product launches or facilitating entry into new markets.
• Scale Wolts Operational Model: Identify and execute opportunities to enhance tools products and workflows across functions ensuring operational efficiency and scalability as the business grows.

Qualifications

• Experience in Strategy & Operations 4 years of experience in business development strategy or operations with a track record of driving growth optimizing processes and leading cross-functional initiatives in a fast-paced environment. Experience in tech support or delivery is a plus but not required
• Data-driven & Analytical Strong skills in analytics research and problem-solving. You use data to drive strategy monitor performance and uncover improvement opportunities.
• Project Management & Execution Ability to lead projects work cross-functionally and manage multiple priorities. You thrive in structured problem-solving and have a bias for action.
• Excellent Communication Strong storytelling and data-backed decision-making. You communicate insights and strategic visions clearly at all levels.
• Stakeholder Management Experience working with regional teams product managers and leadership to drive alignment and impact.
• Tooling Proficiency in Looker SQL or similar business analytics tools to extract insights and drive action is a plus.
• Additional Requirements Fluency in English and valid EU work authorization.

Additional Information

If you are excited about working in a high-growth environment taking ownership and being part of an extremely ambitious team then click below to apply and get the conversation going!

We will be reviewing applications on an on-going basis so send through your application along with your CV as soon as possible!

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.