Country Head of Merchant Operations

As the Country Head of Merchant Operations at Wolt, you will lead and scale both the Merchant Services and Onboarding teams in your market. Your mission is to make Wolt the best partner for merchants in your country by ensuring a seamless onboarding experience and delivering world-class service throughout the merchant journey.

In this role, you will be responsible for building strong local leadership, driving operational excellence, and aligning your teams with global processes and standards. You will work closely with local and regional stakeholders to address country-specific needs, ensuring that merchants experience both the consistency of global best practices and the flexibility of local adaptation.

Key responsibilities include leading and developing the Merchant Services and Onboarding teams, ensuring excellent merchant onboarding, overseeing Merchant Services to drive improvements in key metrics, aligning country operations with regional and global standards, identifying operational gaps and improvement opportunities, partnering with local General Manager, Sales, and Account Management teams, staying close to merchants’ needs and frontline insights, sharing best practices with other countries, and representing your country in regional leadership forums.

The ideal candidate will have strong leadership experience in operations, services, or customer-facing teams, ideally in a high-growth or tech-driven environment. They should be analytical and data-driven, able to spot trends, track performance, and act on insights. Clear and intentional communication skills are essential, as well as a deep care for people development and a hands-on, pragmatic approach. Fluency in both Albanian and English is required.

Wolt offers a strong remuneration package, including a highly competitive compensation package, discounts on Wolt orders for restaurant and retail shops, and cutting-edge work equipment to set you up for success.