Country Lead Onboarding Operations (m/f/x)

Company Description

About Wolt 

Wolt is a Helsinki-based technology company that provides an online platform for consumers, merchants and couriers. It connects people looking to order food and other goods with people interested in selling and delivering them. To enable this, Wolt develops a wide range of technologies from local logistics to retail software and financial solutions – as well as operating its own grocery stores under the Wolt Market brand. Wolt’s products include Wolt+ (subscription service for customers), Wolt for Work (meal benefits and office deliveries for companies), Wolt Drive (fast last-mile deliveries for merchants) and Wolt Self-Delivery (service for merchant partners with their own delivery staff). Wolt’s mission is to make cities better by empowering and growing local communities. Wolt was founded in 2014 and joined forces with DoorDash in 2022. DoorDash operates in 29 countries today, 25 of which are with the Wolt product and brand.

So, why work at Wolt?

At Wolt, We’re About Getting Things Done.
You’ll probably enjoy it here if you like taking ownership, developing yourself and being around friendly, humble and ambitious people.

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.

Our Commitment to Diversity, Equity & Inclusion

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.

Join us today to build Wolt together.

Job Description

About the role:

We are seeking an experienced and dynamic Country Lead Onboarding Operations to take full ownership and drive our onboarding operations in Germany. As a senior position, it requires a highly skilled and seasoned professional with proven leadership experience. The role demands a strong focus on onboarding and managing multiple teams of approx. 30+ people, including leading team leads who oversee their own teams. Acting as the backbone of the Merchant Operations function, this operations role is crucial in getting merchants on the platform and significantly impacting their early success. The successful candidate will be responsible for leading these teams and ensuring our merchant partners have a world-class experience.

Key Responsibilities:

Team Leadership:

• Provide strong leadership by managing and guiding team leads of several teams

• Ensure team members are well-supported, motivated, and trained

• Drive team development and hiring to ensure business continuity and fulfill SLAs

Operational management:

• Take ownership of forecasting, KPI monitoring, and management reporting

• Ensure efficient and high-quality onboarding processes for new restaurant and retail partners across Germany

• Drive the end-to-end onboarding process, coordinating with various sub-processes and teams

• Work cross-functionally and drive other teams to achieve operational excellence

• Implement and advocate for improvements in efficiency and quality

Expertise and process improvement:

• Serve as the expert for all onboarding- and offboarding-related topics

• Lead new projects aimed at improving efficiency and quality within the on- and offboarding processes

• Ensure all processes are handled effectively and partners have a seamless and positive experience

• Foster an operational excellence mindset and implement best practices

Core competencies:

• Leadership and development: Proven ability to lead, motivate, and develop a large team

• Operational excellence: Experience in managing operational processes and implementing effective changes

• Analytical skills: Strong analytical skills to monitor KPIs and ensure optimal performance

• Project management: Ability to drive projects and implement process improvements

• Cross-functional collaboration: Experience working cross-functionally and influencing other stakeholders

Qualifications

• Proven experience in a managerial role within onboarding or merchant services

• Strong leadership and organizational skills with a