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About the Role

This permanent leadership role owns the strategy for customer support operations across Wolt, Roo, and DoorDash, focusing on network strategy, service design, and workforce management. The position involves architecting AI-ready service design, optimizing workforce management, and integrating deeply with technology stacks to drive efficiency and enhance customer experience.

Responsibilities

• Own the demand and supply planning, and scheduling for the support network.
• Assess how service is structured and delivered at the frontline across both brands.
• Maintain the role architecture map, detailing existing roles, their functions, and overlaps.
• Evaluate how tools like CRM, WFM, knowledge base, AI tools, and ticketing systems enable or constrain frontline roles.
• Own and evolve the target-state frontline model aligned with AI-augmented ways of working.
• Continuously run gap analysis between current and target states, identifying prioritized interventions.
• Own the support site footprint across both brands as an ongoing portfolio.
• Maintain and refresh strategic site scenarios considering cost, quality, risk, and scalability.
• Own the financial model underpinning site strategy, including OpEx, CapEx, and transition costs.
• Continuously assess the mix of BPO vs. in-house, nearshore vs. offshore trade-offs, and consolidation opportunities.
• Present executive-ready recommendations with clear pros, cons, and decision criteria.
• Frame site strategy against contact volume reduction through automation.
• Own WFM maturity across both brands, including demand forecasting, capacity planning, scheduling, and real-time management.
• Identify and close tooling gaps and duplication across Wolt and Roo WFM stacks.
• Own and evolve the consolidated WFM target operating model.
• Own the continuous efficiency case driven through org consolidation, contact automation, AI-assisted agent workflows, and AI/ML scheduling optimization.
• Own tooling requirements and vendor strategy.
• Maintain deep, current working knowledge of DoorDash's support technology stack.
• Translate technology capabilities into concrete business levers for Wolt and Roo.
• Own the dependency map between integration milestones and the Support transformation roadmap.
• Flag risks early where integration timelines could affect strategy execution.
• Own the rolling execution plan, including prioritized initiatives, owners, investment, and expected outcomes.
• Own the forward-looking roadmap, including strategic bets, sequencing logic, and capability-build requirements.
• Own stakeholder alignment across Support Operations, Product, Finance, and People functions.
• Maintain a living view of service design, site footprint, financial planning cycles, and WFM maturity.
• Continuously map DoorDash technology capabilities to Wolt/Roo business levers.
• Maintain a multi-year scenario model with full financial analysis for support site strategy.
• Own and run planning mechanisms for demand and supply planning and scheduling/real-time management.
• Own the consolidated operating model, tooling specification, and efficiency case for WFM transformation.
• Maintain a rolling forward roadmap covering strategic sequencing, capability investments, and automation maturity milestones.
• Keep all key workstream owners briefed, committed, and clear on accountabilities.
• Ensure all recommendations are underpinned by a financial model and are decision-ready.
• Maintain stakeholder maps and stay immersed in internal systems and teams.
• Continuously reassess current state across all workstreams and surface risks and quick wins.
• Maintain and evolve site strategy scenarios, the frontline service design blueprint, and the WFM target model.
• Run regular executive forums and stakeholder sign-off cycles.
• Maintain the forward roadmap and ensure knowledge is embedded across the team.
• Flag blockers quickly, never sitting on a problem for more than 48 hours.

Requirements

• 10+ years in customer support strategy, CX operations, or contact centre consulting/leadership.
• Demonstrable experience designing and executing site strategy at scale (multi-site, multi-brand, international).
• Deep workforce management expertise: forecasting, capacity planning, scheduling, real-time management.
• Experience leading or sponsoring automation programmes, contact reduction, chatbot, AI agent-assist.
• Track record of delivering headcount efficiencies without degrading quality.
• Strong financial modelling capability, built business cases independently.
• Experience working inside or alongside a fast-growth tech company or marketplace.
• Direct experience in food delivery, logistics, or three-sided marketplace support is highly desirable.
• Prior exposure to DoorDash, Wolt, or comparable platforms is highly desirable.
• Background delivering inside complex integrations or M&A contexts is highly desirable.
• Familiarity with WFM platforms (e.g. Verint, AWS Connect, Assembled, Calibrio) and CX tooling (e.g. Zendesk, Intercom) is highly desirable.
• This is a hands-on leadership role requiring deep, ongoing immersion in internal data, systems, and teams.
• All recommendations must arrive decision-ready.
• The role operates with a high degree of autonomy, with regular visibility to leadership.
• Intellectual honesty is non-negotiable.

Skills

• Strategic clarity
• Financial rigour
• CX & support operations depth
• AI & tooling fluency
• Speed to competence
• Stakeholder influence
• Structured communication
• Operator's mindset
• Demand and supply planning
• Scheduling
• Service design
• Workforce management
• Site strategy
• Financial modelling
• Automation programmes
• Contact reduction
• Chatbot implementation
• AI agent-assist tools
• Technology integration
• Roadmap development
• Stakeholder alignment

Location

• Remote

Work Type

• Permanent
• Full-time

Experience Level

• Leadership role
• 10+ years experience

About the Company

• Wolt and Roo operate under the DoorDash umbrella.