Manager, Merchant Operations

On the Global Merchant team, our mission is to have best-in class restaurant and store selection for consumers and build products and services for our merchants to grow their businesses profitably on Wolt. In doing so, we partner up closely with the commercial teams in our 28 countries.

Our five global subteams focus on distinct areas of the merchant lifecycle and experience but also our internal efficiency related to reaching our mission:

• The Merchant S&O (Strategy & Operations) team is responsible for our merchant and selection strategy, merchant experience, planning and performance tracking, operating model design as well as commercial go-to-market approaches
• The Sales S&O team owns and develops the goaling, sales operations processes, tools and enablement programs to support and improve the productivity of our local pre- and post-sales teams
• The Merchant Operations team focuses on smooth execution of core processes such as onboarding, Merchant Quality and self-service tooling - this in a very tight collaboration with our product teams
• The Enterprise team works directly with global current and prospective merchant partners to unlock and grow our joint business
• The B2B subteam owns and develops some of our newer service offerings for merchants - such as logistics as a service (Drive)

About the Role

We are looking for an experienced operator with a strong bias to action who loves using data to solve problems. You’ll join the Merchant Operations team, where we’re focused on improving processes and tooling to drive efficiency with the ultimate goal to give Merchants on our platform a best-in-class experience. 

As part of the team, you will work across 2 main areas:

1. Merchant Quality 

   • You will develop and drive initiatives that help improve Merchant’s operational metrics. E.g. you work to ensure that Merchants do not reject orders, that they are available to receive orders during their opening hours, and that the orders are prepared according to the appropriate schedule  

   • You will manage your own projects and programs and work closely with product, analytics and country teams. You will identify, pilot and roll-out scalable opportunities to improve operations (e.g. new product features to reduce automatic rejections or improve availability of merchants during busy hours)

2. Merchant services: 

   • Merchant services Teams are in charge of the smaller Merchants at Wolt, ensuring they are unlocking their full potential, while applying scalable approaches, such as mass communication and automation 

   • You develop and drive initiatives that increase the degree our Merchants use Wolt’s tools and resources within the Merchant Portal (e.g. setting up campaigns, editing their menu…), by working closely with the B2B marketing- and product teams. 

   • You accelerate the time it takes for our internal teams to resolve incoming requests from Merchants by standardizing the way we resolve issues and automating processes, while ensuring our Merchants rate our service with high satisfaction scores. 

In owning the above areas, you will work very cross-functionally with local commercial teams, product teams, B2B marketing teams, analytics, as well as with the full global merchant team.

• You want to affect change every day, are result-oriented and can operate in fast-paced environments. 
• You have 5+ years of experience in consulting, operations, technology start-ups or other related industries and hold a Bachelor’s or Master’s degree 
• You are experienced in solving problems and turning complex challenges into projects
• You do not shy away from getting your hands dirty, building and testing - you are comfortable in a place where the playbooks are still to be defined and built
• You enjoy solving problems, you are comfortable with data and have solid analytical skills (SQL a plus)
• You take ownership turning challenges into relevant projects with clear milestones and goals working with cross-functional teams.
• You are a self-starter and reliable team player with the ability to deliver results on-time and successfully manage multiple projects simultaneously with a strong bias for action.
• You communicate clearly and concisely written and verbal

If you have any further questions about the position before submitting an application, you can turn to:
Laura Ilioaea - Talent Acquisition Partner 
laura.ilioaea@external.wolt.com

Please note that we do not accept applications coming in via email. Please submit your application in English via our career page.