Head of Global Merchant Operations Excellence

About WoltAt Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe. Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies.

You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life. As the Head of Merchant Process Excellence at Wolt, you’ll lead the charge in designing and scaling world‑class operational processes that empower our merchants’ success - from End-to-end process design to day‑to‑day execution and performance growth. Reporting to the Global Merchant Operations Sr.

Director, you’ll define and elevate global process standards, working closely with our country and central teams to ensure consistent operational excellence across our fast‑growing merchant base. Your work will directly enhance merchant experience, operational efficiency, and ensuring Wolt is the preferred partner of choice for local businesses. What You’ll Be DoingDesign & Optimize: Be accountable for building and continuously refining our end‑to‑end processes (e. g. image operations), establishing performance monitoring, and clear escalations paths - ensuring seamless scalability across regionsDrive Continuous Improvement:

Ensure we are continuously optimizing our processes with visible short- mid- and long-term improvementsCross‑Functional Leadership: Collaborate with product, central operations, sales, Wolt countries and analytics to align on process improvements and roll out best practices globallyMeasure & Improve: Set clear metrics (e. g. data accuracy, process compliance) and use strong analytical insights to drive measurable process efficiency gainsChampion Quality & Consistency: Create playbooks, training materials, and guidelines that enhance consistency and excellence across geographies and teamsLead Change:

Be the internal champion for process excellence - drive adoption of new workflows, tools, and change initiatives with clarity and impactDay-to-day in this role, you willAnalyze performance data to prioritize changes with the highest impactLead cross-functional discussions to identify bottlenecks and align on process improvements globally and on a country levelDrive fundamental process re-design initiatives and define the “target picture” for how merchant operations processes should run at scaleDevelop and maintain clear process documentation, playbooks, and training materialsEnsure new tools and workflows are integrated smoothly into merchant operations with the right mechanisms to drive accountabilityPartner with local teams and 3P external resources to pilot solutions, gather feedback, and refine global standardsTrack and communicate progress to leadership, highlighting tangible impact and next stepsDrive operational consistency across countries, in line with global best practices, and identify process improvement opportunitiesHold accountable, support and coach country leads to ensure smooth team operationsCollaborate with local GMs & other stakeholders (e.

g.

Sales, AM team) to align on prioritiesFoster best practice sharing across countries and globallyOur humble expectationsYou have deep operational and process design experience, ideally in high-growth, multi-market tech or marketplace environmentsYou have attention to detail, paired with the ability to prioritize pragmatically and move fastYou communicate clearly and with intent - both aligning stakeholders or guiding your teamYou are a proactive leader and collaborator - able to influence without direct authority, align diverse stakeholders, and rally teams around process improvementsYou’re analytical and always looking for the signal in the noise - and how to act on itYou roll up your sleeves, fix what’s broken, and don’t wait to be told where to add valueYou collaborate across functions and regions, and you’re someone others naturally turn to for direction and clarityOur Commitment to Diversity and InclusionWe’re committed to growing and empowering a more inclusive community within our company, industry, and cities.

That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.