Workforce Management Global Intraday Lead

Vor 2 Tagen

Berlin, Deutschland Wolt Vollzeit

**Company Description**
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 justwork, 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._**

As the **Workforce Management Global Intraday Lead**, you will drive a unified, globalised approach to real-time workforce management across 30 countries.

Coordinating with over 120 shift leads, you will establish standardised processes, tools, and playbooks to maximise service levels, ensure rapid responsiveness to customer needs, and recover swiftly from unexpected deviations or incidents.

This is a high-impact role critical to shaping how we monitor, manage, and react in real time to deliver exceptional service experiences globally.

You will collaborate closely with:

- Regional WFM Leads and their teams;
- Global Planning, Scheduling, and Analytics teams;
- Shift Leads and real-time coordinators across all regions;
- Additionally, you will be supported by a robust analytics and product team to ensure the tools and insights needed for success are built and accessible.

**Your Mission**:

- Monitor and manage real-time performance across 30 countries to ensure service levels are consistently met;
- Act as the primary escalation point for real-time issues requiring global oversight;
- Develop and maintain global intraday playbooks, including standardised alerts, thresholds, queue prioriy strategies, and prescriptive actions;
- Define and implement weekly planning frameworks and daily monitoring protocols;
- Create and maintain incident management playbooks to guide speedy responses to outages, service disruptions, and other crises;
- Define escalation protocols and provide real-time support to mitigate and recover from incidents;
- Train and mentor shift leads and intraday coordinators on best practices and new methodologies;
- Conduct intraday governance sessions to review performance and drive continuous improvement;
- Partner with analytics and product teams to ensure dashboards, live monitoring tools, and reporting systems support desired outcomes;
- Establish governance frameworks, ensuring alignment across regions and consistent execution;
- Leverage data to drive decisions and identify trends, opportunities, and areas of improvement;
- Establish feedback mechanisms to ensure key real-time observations are integrated into scheduling and planning processes, addressing root causes and solving problems upstream;
- Set up observation and coordination mechanisms to enhance teamwork and operational consistency.

**Qualifications**
- Extensive experience in workforce management, particularly in intraday or real-time operations at a global scale;
- Strong leadership skills with a proven ability to influence and align diverse teams across multiple regions;
- Strategic thinker with a deep understanding of Workforce Management tools, metrics, and methodologies;
- Excellent problem-solving skills, especially in high-pressure situations;
- Data-driven approach with proficiency in BI tools, dashboards, and reporting systems;
- Outstanding communication and stakeholder management skills.

**Additional Information**
We could list all the amazing things we offer - but actually, the best part about working with W

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