Head of Global Merchant Operations Excellence

As the Head of Merchant Process Excellence at Wolt, you’ll lead the charge in designing and scaling world‑class operational processes that empower our merchants’ success - from End-to-end process design to day‑to‑day execution and performance growth. Reporting to the Global Merchant Operations Sr. Director, you’ll define and elevate global process standards, working closely with our country and central teams to ensure consistent operational excellence across our fast‑growing merchant base. Your work will directly enhance merchant experience, operational efficiency, and ensuring Wolt is the preferred partner of choice for local businesses.

What you’ll be doing

• Design & Optimize: Be accountable for building and continuously refining our end‑to‑end processes (e.g. image operations), establishing performance monitoring, and clear escalations paths - ensuring seamless scalability across regions
• Drive Continuous Improvement: Ensure we are continuously optimizing our processes with visible short- mid- and long-term improvements
• Cross‑Functional Leadership: Collaborate with product, central operations, sales, Wolt countries and analytics to align on process improvements and roll out best practices globally
• Measure & Improve: Set clear metrics (e.g. data accuracy, process compliance) and use strong analytical insights to drive measurable process efficiency gains
• Champion Quality & Consistency: Create playbooks, training materials, and guidelines that enhance consistency and excellence across geographies and teams
• Lead Change: Be the internal champion for process excellence - drive adoption of new workflows, tools, and change initiatives with clarity and impact

Day-to-day in this role, you will

• Analyze performance data to prioritize changes with the highest impact
• Lead cross-functional discussions to identify bottlenecks and align on process improvements globally and on a country level
• Drive fundamental process re-design initiatives and define the “target picture” for how merchant operations processes should run at scale
• Develop and maintain clear process documentation, playbooks, and training materials
• Ensure new tools and workflows are integrated smoothly into merchant operations with the right mechanisms to drive accountability
• Partner with local teams and 3P external resources to pilot solutions, gather feedback, and refine global standards
• Track and communicate progress to leadership, highlighting tangible impact and next steps
• Drive operational consistency across countries, in line with global best practices, and identify process improvement opportunities
• Hold accountable, support and coach country leads to ensure smooth team operations
• Collaborate with local GMs & other stakeholders (e.g. Sales, AM team) to align on priorities
• Foster best practice sharing across countries and globally

Our humble expectations

• You have deep operational and process design experience, ideally in high-growth, multi-market tech or marketplace environments
• You have attention to detail, paired with the ability to prioritize pragmatically and move fast
• You communicate clearly and with intent - both aligning stakeholders or guiding your team
• You are a proactive leader and collaborator - able to influence without direct authority, align diverse stakeholders, and rally teams around process improvements
• You’re analytical and always looking for the signal in the noise - and how to act on it
• You roll up your sleeves, fix what’s broken, and don’t wait to be told where to add value
• You collaborate across functions and regions, and you’re someone others naturally turn to for direction and clarity