Strategy & Operations Manager, Global Support Operations

<h3>Company Description</h3><p><em>Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to home or to the office. Our local commerce platform makes it easy for customers to order whatever they need on one app, for merchants to make additional sales, and for couriers to make meaningful earnings flexibly. To enable this, Wolt develops a wide range of technologies from local commerce platform to retail software and financial solutions, as well as operates its own grocery stores under the brand Wolt Market. Wolt was founded in 2014 and joined forces with DoorDash in 2022. DoorDash operates in 27 countries today, 23 of which are with the Wolt product and brand. </em></p><p><em><strong>So, why work at Wolt?</strong></em></p><p><em>At Wolt, we’re about getting things done.<br/> You’ll probably enjoy it here if you like taking ownership, developing yourself and being around friendly, humble and ambitious people.<br/> We work hard to make cities into better places, and it’s pretty cool seeing us grow every week. If you’re passionate about building things that just… work, Wolt might be for you.</em></p><p><em><strong>Our Commitment to Diversity, Equity &amp; Inclusion</strong></em></p><p><em>We want to have all sorts of people in our team – people like you and me, and people different from you and me. To be able to work with diverse teammates – when it comes to gender, age, ethnicity, life background, sexual orientation, political views, religion, or any other personal trait – we consciously aim to offer equal opportunity for everyone to work with us. This is because we believe diverse teams make the most thought-through decisions and build things in the most inclusive way.</em></p><p><em>Join us today to build Wolt together.</em></p><p>#LI-DE1</p><h3>Job Description</h3><p><em>Are you excited to work in a high-growth environment and develop operating models globally to drive customer satisfaction and bottom line impact? Do you enjoy managing projects in an international and cross-functional setting with various stakeholders and basing your work on solid data analysis? If so, we’d love to chat!</em><br/> <br/> <strong>Role background</strong></p><p>Wolt is known for its customer-obsession and great support experience. We are fast, local, and personal: we have local customer support in all the countries we’re in, and more than 3,000 real humans answering customers and partners in their own language. Ultimately, we have no license to operate if we do not serve our customers in a brilliant way, and therefore we are pushing for the best real-time customer support in the world.</p><p>Global Support Operations is a task force within Wolt that helps our countries scale quality support, deliver amazing customer experience and drive operational excellence as we continue to grow. We shape and drive long-term strategy, scalable processes, and sustainable business models globally across our entire base of support operations. We work closely with our local teams, general management and key functional leaders across dimensions such as product and analytics, and drive forward company-wide projects with high strategic importance. </p><p>We are now looking for a reliable, ambitious and energetic Strategy &amp; Operations Manager to join the team and play a critical role improving our operating models across our markets. Join one of the most successful growth companies in Europe, disrupt the delivery industry and improve the daily life of millions of people.</p><p>With data as your best friend, you’ll uncover critical issues and opportunities, and use your problem-solving skills and creativity to drive improvements. You’ll then work closely together with cross-functional stakeholders to execute those projects. Concretely, you could lead projects in areas such as:</p><ul><li>Customer refund policy: figuring out and implementing the optimal reimbursements in case of late orders or missing items, maximizing customer happiness and retention while containing costs</li><li>Support quality: Defining, monitoring, and setting targets for our quality metrics, such as FRT, CSAT &amp; NPS, always striving to find the optimal balance of maximum quality with contained costs</li><li>Operating efficiency: owning the support workflow, identifying areas for improvement and implementing solutions e.g. through training, process improvements, automations, and tooling improvements</li><li>Resource planning: forecasting &amp; securing the optimal amount of support associates on shift to match with highly cyclical demand</li><li>Contact rate reduction: understanding and staying on top of what drives contacts to our support, prioritizing and implementing process improvements, and collaborating with the support product team on self-serve solutions and automations</li></ul><p>Further, our team provides you with the potential to explore various parts of our business, a