Workforce Management Tooling Lead
Operations
Budapest, Hungary · Athens, Greece · Copenhagen, Denmark · Berlin, Germany · Stockholm, Sweden · Helsinki, Finland · Tallinn, Estonia
Full-time
About Wolt
At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.
Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.
We’re seeking a highly strategic and technically adept WFM Tooling Lead to shape the future of Workforce Management for our global support team across 32 countries and 5,000 agents. This is a high-impact, high-visibility role where you’ll lead the selection, rollout, configuration, and ongoing optimisation of a Workforce Management tool; directly influencing how we schedule, scale, support, and empower our teams globally.
You’ll be the architect behind how we translate complex labour laws, support goals, and operational realities into a coherent, scalable WFM ecosystem that balances efficiency, fairness, and agent wellbeing. From helping define our tooling strategy to reimagining queue structures and staffing models, this role is pivotal to delivering a brilliant support experience.
What you'll be doing
Tooling Strategy & Execution
- Lead the end-to-end process of selecting and implementing a WFM tool, from RFP to go-live
- Define configuration requirements and success metrics aligned with global and local needs
- Own system design decisions, from queue structure to forecasting logic and scheduling rules
- Maintain and continuously improve configuration to reflect changes in policy, law, and team structure
Strategic Operational Design
- Translate support demand into actionable headcount, scheduling, and contract mix recommendations
- Evaluate and simulate different operating models (e.g. queue consolidation, multi-skilling, outsourcing, tiering, shared services)
- Collaborate closely with Product, Engineering, Payroll, HR, Security, Procurement, and Analytics to enable scalable, compliant support operations
Scenario Planning & Optimization
- Build data-driven models to project the impact of queue restructuring, contract changes, or service tiering
- Drive improvements in forecasting accuracy, scheduling flexibility, and workload balance
- Ensure compliance with country-specific labour standards while optimising agent wellbeing and performance
Cross-Functional Leadership
- Present proposals and ROI assessments to senior leadership
- Drive alignment across diverse stakeholders and maintain momentum throughout complex implementations
- Represent the voice of Workforce Management in cross-functional product and tooling conversations
Team Enablement & Collaboration
- Act as a strategic partner to our 40+ Workforce Management professionals across the globe, ensuring they have the tools, configurations, and guidance needed to build world-class schedules
- Collaborate closely with local WFMers to understand on-the-ground realities and incorporate their feedback into tool design and scheduling strategy
- Support the upskilling of the WFM community, fostering a culture of innovation, and continuous improvement
- Create and maintain documentation, training, and best practices to ensure consistent, scalable use of WFM tooling across all regions
- Champion a shared vision for what “great” looks like in partnership with our Global Scheduling Lead and Global Intraday Lead, balancing business needs, compliance, and agent wellbeing
Long Term Impact
- Set the groundwork for future automation, gamification, and efficiency improvements
- Inform the long-term WFM operating model, including reporting structure, governance, and optimisation frameworks
- Potentially grow the role to include direct reports as the WFM function matures
Our humble expectations
- 3+ years experience in Workforce Management, with a strong background in tooling, forecasting, and scheduling.
- Proven experience in selecting, configuring, and optimizing WFM systems (eg NICE, Calabrio, Aspect, Assembled or custom solutions)
- Strong understanding of global labour regulations and how they influence scheduling practices
- Experience designing and implementing support operating models (queue structures, staffing mixes, shared services, outsourcing)
- Demonstrated ability to drive large-scale transformation projects across multiple departments
- Excellent stakeholder management skills with a track record of navigating resistance and driving alignment
- Comfortable presenting to executive audiences and building business cases
Our Commitment to Diversity and Inclusion
We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.
Delivery operations at Wolt
We’re here to make sure every delivery experience is an amazing one for our customers, courier partners, and merchant partners.
In partnership with local and global operations and various tech teams, we tackle questions like: how to onboard tens of thousands of courier partners efficiently, how to secure the right balance of couriers and orders across different cities, and how our logistics algorithms should be set up to ensure every order is a smooth one.
Our culture
At Wolt, you’ll learn more, build more, and ship more than in most other companies.
You’ll be challenged a lot, but also have a lot of fun on the way. All of which comes from working with passionate, caring, down-to-earth and super-smart people.
The delivery of (almost) everything
In 2014, we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world.
We’ve always taken an ambitious but sustainable approach to growth. And, as part of the DoorDash team, we can keep on dreaming big and expanding across the globe.
"The learning curve has been steep. I've been given plenty of opportunities and space to grow. At Wolt, if you find things that should be fixed or improved, no-one is holding you back. 'This is how we've always done it' isn't an argument here. There is no micromanaging whatsoever, yet I feel I always get the support I need from my team lead and peers."
- Janne, Head of Global Operations
Delivery operations at Wolt
We’re here to make sure every delivery experience is an amazing one for our customers, courier partners, and merchant partners.
In partnership with local and global operations and various tech teams, we tackle questions like: how to onboard tens of thousands of courier partners efficiently, how to secure the right balance of couriers and orders across different cities, and how our logistics algorithms should be set up to ensure every order is a smooth one.
Our culture
At Wolt, you’ll learn more, build more, and ship more than in most other companies.
You’ll be challenged a lot, but also have a lot of fun on the way. All of which comes from working with passionate, caring, down-to-earth and super-smart people.
The delivery of (almost) everything
In 2014, we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world.
We’ve always taken an ambitious but sustainable approach to growth. And, as part of the DoorDash team, we can keep on dreaming big and expanding across the globe.
"The learning curve has been steep. I've been given plenty of opportunities and space to grow. At Wolt, if you find things that should be fixed or improved, no-one is holding you back. 'This is how we've always done it' isn't an argument here. There is no micromanaging whatsoever, yet I feel I always get the support I need from my team lead and peers."
- Janne, Head of Global Operations