Strategy and Operations Manager, Global Support

Job Description

The Global Support team drives Wolt’s long-term 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 high-impact, company-wide initiatives.

We’re 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 Employee’s duties and responsibilities include among other things:

• Optimize Contact Rate Reduction: Systematically analyze and address key drivers of customer support inquiries. Develop and implement high-impact process improvements, prioritize automation opportunities, and collaborate with the Support Product team to enhance self-service solutions.
• Drive Data-Backed Operational Excellence: Establish and refine KPIs to monitor performance, conduct deep-dive 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 challenges—whether responding to performance fluctuations in specific markets, supporting new product launches, or facilitating entry into new markets.
• Scale Wolt’s Operational Model: Identify and execute opportunities to enhance tools, products, and workflows across functions, ensuring operational efficiency and scalability as the business grows.
  
  

Our humble expectations

• 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 cross-functional initiatives in a fast-paced environment. Experience in tech, support, or delivery is a plus, but not required.
• Data-driven & Analytical – Strong skills in analytics, research, and problem-solving. You use data to drive strategy, monitor performance, and uncover improvement opportunities.
• Project Management & Execution – Ability to lead projects, work cross-functionally, and manage multiple priorities. You thrive in structured problem-solving and have a bias for action.
• Excellent Communication – Strong storytelling and data-backed decision-making. 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.
  
  

Next Steps

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 start-up environment where you will have the opportunity to grow with the company.

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!

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

About Wolt

Wolt is a Helsinki-based technology company that provides an online platform for consumers, merchants and couriers. It connects people looking to order food and other goods with people interested in selling and delivering them. To enable this, Wolt develops a wide range of technologies from local logistics to retail software and financial solutions – as well as operating its own grocery stores under the Wolt Market brand. Wolt’s products include Wolt+ (subscription service for customers), Wolt for Work (meal benefits and office deliveries for companies), Wolt Drive (fast last-mile deliveries for merchants) and Wolt Self-Delivery (service for merchant partners with their own delivery staff). Wolt’s mission is to make cities better by empowering and growing local communities. Wolt was founded in 2014 and joined forces with DoorDash in 2022. DoorDash operates in 29 countries today, 25 of which are with the Wolt product and brand.

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.

Our Commitment to Diversity, Equity & Inclusion

We want to have all sorts of people in our team – people like you and me, and people different from you and me. To be able to work with diverse teammates – when it comes to gender, age, ethnicity, life background, sexual orientation, political views, religion, or any other personal trait – we consciously aim to offer equal opportunity for everyone to work with us. This is because we believe diverse teams make the most thought-through decisions and build things in the most inclusive way.

Join us today to build Wolt together.