Retail Operation Specialist

This role is a key part of Wolt’s Retail Strategy & Operations team, focused on ensuring smooth daily performance and continuous improvement within our own and store picker network. As part of Wolt — a leading technology company revolutionizing last-mile delivery and retail logistics — you’ll play a crucial role in maintaining operational excellence, supporting partners, and driving efficiency across our fulfillment operations.

What you’ll be doing

In this role, you’ll oversee daily picker operations, ensuring efficiency, performance, and adherence to Wolt’s standards. You’ll collaborate with cross-functional teams to support new launches, training, and continuous improvement across all operational areas.

Day-to-day in this role you’ll:

• Daily Monitoring and Coordination:
  • Conduct daily monitoring of picker shifts to ensure adherence to schedules and operational efficiency
  • Align closely with Account Managers and Partners to address any ad hoc or daily requests, ensuring that all needs are promptly and effectively met
• Performance Management:
  • Monitor picker performance metrics through Looker ensuring that performance data is accurately communicated to the fleet management team
  • Collaborate with Fleetery to ensure continuous improvement in picker performance and address any issues that may arise
• New Launches and Training:
  • Oversee the execution of any new launches, ensuring that all pickers are present and prepared to meet operational requirements
  • Provide necessary training to pickers, ensuring they are well-equipped to perform their duties in accordance with Wolt’s standards
  • Order any necessary equipment, gear, and clothing required for new launches to ensure pickers are fully equipped and operational from day one
• Recruitment and Standards Compliance:
  • Conduct interviews and assess new picker hires to ensure they meet Wolt’s operational and service standards
  • Provide ongoing support to pickers, addressing any ad hoc questions or concerns related to the picking process
• Inventory Management:
  • Manage and update inventory records, including adding images, updating product information, and ensuring stock accuracy
  • Collaborate with relevant teams to ensure inventory data is consistently up-to-date and reflective of current stock levels
• KPI Management:
  • Ensure pickers meet key performance indicators (KPIs), specifically maintaining a 0% rejection rate and 100% availability
  • Implement strategies and interventions as necessary to support pickers in achieving these KPIs

Our humble expectations* 

• Education:
  •  Preferred Bachelor’s degree in Business Administration, Logistics, Operations Management, or a related field.
• Experience:
  • While prior experience in operations, logistics, or customer service is preferred, we are open to candidates with the right mindset and a strong willingness to learn.
  • Exposure to or interest in warehouse or supply chain operations will be an advantage.
• Self-Starter:
  • Demonstrated ability to take initiative, work independently, and handle tasks without constant supervision.
  • Capable of thinking on your feet and making decisions quickly in a dynamic, fast-paced environment.
  • Proactive in identifying issues and implementing solutions before problems escalate.
• Learning Agility:
  • Quick to grasp new concepts, tools, and processes.
  • Willingness and enthusiasm to learn and adapt in a constantly evolving environment.
• Communication Skills:
  • Strong written and verbal communication skills in both German and English are essential for interacting with team members, partners, and stakeholders across different locations.
  • Ability to communicate complex ideas clearly and effectively, ensuring all parties are aligned and informed.
• Organizational Skills:
  • Highly organized with the ability to manage multiple tasks simultaneously, prioritize responsibilities, and meet deadlines.
  • Strong attention to detail, especially when handling data, inventory management, and performance metrics.
• Analytical Abilities:
  • Comfortable analyzing data and drawing insights from performance metrics and operational reports.
  • Ability to identify trends, assess situations critically, and propose improvements to optimize processes and enhance performance.
• Technical Skills:
  • Proficiency with Microsoft Office (Excel, Word, PowerPoint) and Google Suite.
  • Experience with data analysis tools like Looker or Excel, or a demonstrated ability to quickly learn such platforms.
• Teamwork & Collaboration:
  • Ability to collaborate effectively with diverse teams, ensuring smooth operations and seamless communication.
  • Open to feedback and able to provide constructive input to improve processes and workflows.