Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to home or to the office. Our local commerce platform makes it easy for customers to order whatever they need on one app, for merchants to make additional sales, and for couriers to make meaningful earnings flexibly. Wolt was founded in 2014 and joined forces with DoorDash in 2022. Together, Wolt and DoorDash operate in 27 countries today, serving more than 20 million customers.

Join us today to build Wolt together. 

The Merchant team's mission is to have a best-in-class restaurant and retail selection for consumers, build products and services for our merchants to grow their businesses profitably on Wolt, and ensure we have world-class efficiency in how we operate.

As the most senior leader of the Onboarding & Merchant Services in Croatia, you will have the pivotal role of designing and deciding on how to best operate our core processes of merchant onboarding (including photo and menu building) and merchant services to improve quality, speed, and efficiency. You will lead a team of 9 team members across 2 subteams/direct reports; Onboarding, Photo, Merchant Services, and Merchant Growth. 

You will own the important KPIs of onboarding time, onboarding cost, image coverage and catalog completeness, rejection rates, missing items, share of integrated venues, % of merchant tickets solved in self-serve, to name a few. This will also involve creating and mobilizing a plan on how to best operate some of the core merchant services locally as well as support the rest of the Merchant Organisation with analysis, insights and follow-ups. 

To be successful in the role, you will work hand-in-hand with the other local Merchant teams as well as global merchant teams and counterparts to ensure we have process, tooling, and technology to support both excellent merchant and end customer experience, merchant success on the Wolt platform as well as internal efficiency. You will report to the General Manager of Croatia and as such play a key role in the Croatian Leadership Team.

What you will be doing:

• Leveraging on global Merchant Operations strategies, to develop and own the longer-term vision of how to run merchant operations in Croatia, and operationalize that vision

• Lead the work of driving quality and efficiency improvements in some of our key operational metrics for merchant partners and the team working with merchant ops

• In doing so, lead the local redesign of our core processes and ways of working for the optimal point, maximizing both customer and merchant experience and internal efficiency

• Collaborate very closely with local and global Merchant teams to enable fast implementation of new processes and improvements via tools and technology

• Supporting and solving Integration as part of the onboarding process as well as resolving potential challenges for the existing Merchants

• Hire and coach a team of world class operations experts

• You want to affect change every day, are result-oriented and can operate in fast-paced environments. You are excited to shape the direction of a company and deliver results

• You do not shy away from getting your hands dirty, building and testing - you are comfortable in a place where you are a player-coach 

• You enjoy solving problems and can translate high-level goals into executional plans

• You have 8+ years work experience in operational process improvements, large scale operating model transformations, technology, startups or related fields. A combination of 2 or more of these experiences is a plus, as you will be working to improve the efficiency of our processes with technology in a fast-paced environment

• You have the knowledge and expertise related to Integrations (POS, API..) 

• You can build cross-functional partnerships at all levels across technical and non-technical teams to achieve common goals

• You have an analytical mindset with proficiency in data analytics for managers, including creating and reading dashboards, pivot tables, and project management plans. Ability to build own reports, analyse root causes, and determine key priorities

• You have excellent problem-solving skills, attention to detail, and ability to implement efficient changes; proficiency in project management, process analysis, and optimization, including automation

• You are comfortable with data and have solid analytical skills

• You communicate clearly and concisely in written and verbal comms

• You have led teams and demonstrated success in fast-paced, ambiguous environments 

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 before applying, you can turn to:

Zsófia Szentes, Talent Acquisition Partner - zsofia.szentes@wolt.com.

Please note that we do not accept applications coming through email due to GDPR. Make sure to apply through our careers page, and submit your application in English!