Role Background

Our Merchant Services team lies at the heart and soul of Wolt, ensuring that we set all of our merchants up for success by providing a seamless onboarding, menu, and photo experience. As Wolt grows both in scale and scope of offering, the strength of our merchant services engine must grow with it.

You’ll lead the daily operations of the team responsible for our vendor workflows. You will lead complex projects across the Merchant organization, working with our Sales, Support, and Strategy & Operations teams. You will help guide and implement strategies to enhance the onboarding experience for our merchants, work on challenging problems, and you'll set goals to track the success of the team. This role is for someone who loves leading a team, obsesses about operational details, and cares about the merchant journey from end-to-end. 

We are looking to add third-party BPOs/ vendors to our services network to help us with our continued scale and growth. You would be the person to lead this project end-to-end including sourcing, negotiation, defining workflows, set up the management framework including quality and performance management, and work closely with the leadership team to optimize merchant experience and ROI. You will report into our Senior Manager of Merchant Onboarding on our Merchant Services team.

Ideally you already have extensive experience in this area and are eager to make your own mark on a large organization. You would already have a fantastic network of BPOs to work with to provide us with a range of choices and strategic outcomes.

You’re excited about this opportunity because you will…

• Lead an outstanding merchant onboarding & activations team, ensuring a high-quality activation experience for our merchants. 
• Sourcing, negotiating and contracting support vendors/ BPO vendors: Ensure that we find the right partners that optimize merchant experience and deliver ROI.
• Build trust with partners, be an onboarding expert, and a strategic advisor for the Merchant leadership team.
• Lead high priority projects. Be resilient & adaptable in a fast and ever-changing environment.
• Turn merchant data into meaningful product, support, and operational improvements by creating compelling business cases; leverage your excellent stakeholder management skills to get buy-in. 
• We want to ensure that we provide both the right answer, but also the right way, which means quick responses, emotional intelligence and a human touch! We must find partners that help us keep this culture and style!
• Developing Wolt’s very own BPO partner governance model: Defining KPIs, engaging internal and third party teams on business reviews, driving continuous improvement, developing a champion/ challenger model, and of course managing cost, WFM and other activities as required.

Humble Expectations  

• You have 3+ years of experience in technology, business operations, and customer experience/support
• You have 2+ years leading complex and collaborative teams
• You have experience leading people, directly and indirectly, to a common, shared goal
• Extensive, top-level experience in BPO relationship management and contract negotiation and administration
• Expertise in contact center forecasting, scheduling and capacity planning, and working with skill-based contact routing environments
• You are customer-centric - you have a customer-first mentality, are effective at working with people with varying degrees of technical ability
• Awesome analytical abilities; you’re able to dig into complex data sets to help inform decisions
• Strong written, verbal, and visual communication skills, and a proven ability to influence and drive consensus at all levels of an organization

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.

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!  

What we offer

• Cool office in the heart of Berlin
• Independent work in a dynamic, international team
• A fast-growing tech company with many career opportunities 
• Flat hierarchies in a family start-up atmosphere
• Discount on Wolt orders
• Various soft drinks, coffee and fruits in the office
• Weekly (virtual) all-hands meetings and regular team events

Next steps

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!  

If you have any further questions about the position, you can send your enquiries to:

Mary Latting, Talent Acquisition Partner, mary.latting@wolt.com 

Please note that we do not accept applications coming in via email. Please submit your application via our job portal.

Please note that we do not accept applications coming in via email. Please submit your application via our job portal.