Senior Manager, Courier Operations (m/w/d)

Job Description

Can you build solid and scalable processes enabling Wolt Germany to manage a continuously growing fleet of couriers? Are you excited about building a best-in-class courier experience working across the management of the delivery performance, compensation & benefits, and communication & engagement of couriers? Are you thrilled about the idea of driving the delivery efficiency and service quality of Wolt?

If this describes you, then we would be delighted to connect with you and explore this exciting opportunity further. Let's have a chat!

Role background

We launched our service in Germany in August 2020 and have, for the past year, seen rapid development in the market. We are now working with several thousand restaurant partners across Berlin, Munich, Frankfurt, Cologne, Hamburg & others and expanding further into new cities, regions, and business verticals. 

To support our hyper-growth and strengthen our central team, we seek a driven and experienced Operations Manager - Couriers Performance and Communication to help our Operations Team and to build and strengthen a Performance Team able to continuously improve the efficiency and effectiveness of our delivery operations by working on courier performance and courier experience. The  Operations Manager - Couriers Performance and Communication role is a full-time position. You will report directly to the Germany Head of Operations.

Your responsibilities will include building scalable processes to manage the performance of our couriers to drive efficiency and service quality, improve and streamline communication with couriers, drive engagement initiatives to keep couriers motivated and define compensation models (including bonuses and benefits structure) able to incentivize couriers and increase their earning potential while achieving out target delivery costs.

You will achieve this by leading and strengthening our Performance Support, Communication & Engagement, and Courier Compensation Teams. In addition, you will be expected to be working across the Operations Team and closely with the Legal, PR, and Product Teams.

What you'll be doing

• Develop and implement a performance management system for couriers that aligns with the company's business goals and objectives.
• Oversee the development and implementation of scalable and highly effective performance development processes and communications - also engaging with the Product team to productize and automate process components.
• Create and implement a scalable communication strategy to inform couriers of company policies, procedures, and performance expectations.
• Develop and maintain a compensation structure that is competitive and aligned with market trends and company goals.
• Develop strong relationships with key stakeholders, including couriers, senior management, and cross-functional teams.
• Analyze performance data to identify trends and areas for improvement and develop and implement solutions to address these issues.
• Mentor, manage, and develop a team of 20-30 FTEs responsible for performance management, communication, engagement, and compensation of couriers.
• Develop and maintain a culture of high performance, continuous improvement, and employee engagement across the courier workforce.
• Work with the Legal team and PR team on compliance with relevant employment legislation and company policies and procedures, and identify and mitigate any legal and PR risks.

Our humble expectations

• 4+ years of experience in operations in fast-growth companies, preferably with previous team leadership experience
• Demonstrated experience in developing and implementing performance management systems, preferably in a fast-paced, high-growth environment.
• Proven ability to build scalable and highly effective processes.
• Strong leadership skills and the ability to manage and grow large teams.
• Excellent analytical skills, with the ability to analyze complex data sets and identify trends and areas for improvement.
• Strong communication and interpersonal skills, with the ability to build and maintain strong relationships with internal and external stakeholders.
• Knowledge of German HR best practices and employment legislation, with the ability to ensure compliance and mitigate legal risks, is a big plus.
• Excellent written and verbal communication skills in English. German is a plus.

Next steps

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

Please note that we do not accept applications coming in via email. Please submit your application via our job porta