Strategy and Operations Manager Global Support

The Global Support team drives Wolts longterm strategy scalable processes and sustainable business models across our 30 markets. We work closely with regional teams and functional leaders across Product Analytics Legal Other Global functions and more to execute highimpact companywide initiatives.

Were looking for a Strategy & Operations Manager to join our Global Support team. In this role you will redefine how we collect analyze and act on refunds and contact rate working closely with regional and product teams to improve customer experience ensuring their voices shape our decisions and initiatives.

Strategy and Operations Managers are critical in standardising and improving our operating models across our markets. To be successful in this role is to have an impact across multiple markets in a way that positively impacts our overall customer experience and helps us become more financially efficient as a business. 

The Employees duties and responsibilities include among other things:

• Optimize Contact Rate Reduction: Systematically analyze and address key drivers of customer support inquiries. Develop and implement highimpact process improvements prioritize automation opportunities and collaborate with the Support Product team to enhance selfservice solutions.

• Drive DataBacked Operational Excellence: Establish and refine KPIs to monitor performance conduct deepdive analyses to identify trends and generate actionable insights that inform strategic decisions.

• Strategic Stakeholder Engagement: Build and maintain strong partnerships with Regional Support Product Analytics Merchant Operations and Delivery Operations teams to drive alignment on key business objectives.

• Expand Outsourcing Capabilities: Strategically assess and implement internal and external outsourcing opportunities to optimize cost efficiency and service quality.

• Ensure Agile Response to Business Needs: Maintain a proactive and flexible approach to addressing urgent operational challengeswhether responding to performance fluctuations in specific markets supporting new product launches or facilitating entry into new markets.

• Scale Wolts Operational Model: Identify and execute opportunities to enhance tools products and workflows across functions ensuring operational efficiency and scalability as the business grows.

Qualifications :

• Experience in Strategy & Operations 4 years of experience in business development strategy or operations with a track record of driving growth optimizing processes and leading crossfunctional initiatives in a fastpaced environment. Experience in tech support or delivery is a plus but not required.

• Datadriven & Analytical Strong skills in analytics research and problemsolving. You use data to drive strategy monitor performance and uncover improvement opportunities.

• Project Management & Execution Ability to lead projects work crossfunctionally and manage multiple priorities. You thrive in structured problemsolving and have a bias for action.

• Excellent Communication Strong storytelling and databacked decisionmaking. You communicate insights and strategic visions clearly at all levels.

• Stakeholder Management Experience working with regional teams product managers and leadership to drive alignment and impact.

• Tooling   Proficiency in Looker SQL or similar business analytics tools to extract insights and drive action is a plus.

• Additional Requirements Fluency in English and valid EU work authorization. 

Additional Information :

We could list all the amazing things we offer but actually the best part about working with Wolt is the awesome group of people who you will be working with. There is never a dull day at the office and you will be a part of an energetic team in an exciting startup environment where you will have the opportunity to grow with the company. 

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

We will be reviewing applications on an ongoing basis so if this sounds like an opportunity you want to pursue apply today!

Remote Work :

No

Employment Type :

Fulltime