Strategy & Operations Manager
As a Strategy & Operations Manager at Wolt, you will be an integral part of our Global Support team, focusing on enhancing customer experience across our 30+ markets. This role involves redefining how we collect, analyze, and act on refunds and contact rates, ensuring that customer feedback directly informs our strategic decisions and initiatives. You will collaborate closely with regional and product teams to drive improvements that align with Wolt's mission to deliver joy and simplicity to our users.
Your primary responsibilities will include systematically analyzing and addressing key drivers of customer support inquiries, developing and implementing high-impact process improvements, and prioritizing automation opportunities. You will work with the Support Product team to enhance self-service solutions, establish and refine key performance indicators to monitor performance, and conduct in-depth analyses to identify trends and generate actionable insights. Additionally, you will build and maintain strong partnerships with Regional Support, Product, Analytics, Merchant Operations, and Delivery Operations teams to drive alignment on key business objectives.
The ideal candidate will have over four years of experience in business development, strategy, or operations, with a proven track record of driving growth, optimizing processes, and leading cross-functional initiatives in a fast-paced environment. Strong analytical skills, including proficiency in tools like Looker or SQL, are essential for data-driven decision-making. Excellent communication skills are required to effectively convey insights and strategic visions across all levels of the organization. Experience in the tech, support, or delivery sectors is advantageous but not mandatory.
Wolt offers a dynamic and high-growth environment where you can take ownership of impactful projects and be part of an ambitious team. and inclusion, fostering a culture where everyone has the opportunity to excel. If you are excited about contributing to our mission and growing with us, we encourage you to apply.