Strategic Operations Lead

vor 4 Wochen

Berlin, Berlin, Deutschland Wolt Vollzeit

At Wolt, we're committed to delivering exceptional customer experiences. To achieve this, we're seeking an experienced Head of Strategy & Operations to drive improvements in our operating models across markets.

As a key member of our team, you'll lead projects in areas such as:

  • Customer refund policy: Developing and implementing optimal reimbursement strategies to maximize customer satisfaction and retention while containing costs.
  • Support quality: Defining, monitoring, and setting targets for quality metrics like FRT, CSAT & NPS, ensuring a balance between quality and cost efficiency.
  • Operating efficiency: Owning the support workflow, identifying areas for improvement, and implementing solutions through training, process enhancements, automation, and tooling improvements.
  • Contact rate reduction: Understanding and addressing factors driving contacts to our support, prioritizing process improvements, and collaborating with the support product team on self-serve solutions and automations.

Key Responsibilities

  • Develop and scale Wolt's operations model across functions, identifying opportunities to improve tools, products, and processes to support business growth.
  • Continuously monitor operative performance, designing KPIs, identifying trends, and making data-driven business decisions.
  • Work closely with Wolt leadership and cross-functional teams to achieve these objectives.

Requirements

  • You're a seasoned leader with experience in operations and strategic business development in a fast-paced environment.
  • Solid experience in strategy and/or business or operations development, whether through in-house roles or consultancy.
  • Excellent strategic thinking and analytical execution skills, with proficiency in Excel, SQL, and Python.
  • Structured problem-solving skills with a bias for action and impact, and a preference for step changes over incremental improvement.
  • Proactive ownership mentality, with the ability to work independently and deliver successful outcomes.
  • Eligibility to work in the EU and willingness to relocate to one of our business focal points in Helsinki or Berlin.

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