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About the Role
As part of the SSC (Shared Service Center) Support Development team, you'll play a key role in shaping how Support operates across multiple countries by leading strategic initiatives that improve customer experience, operational performance, and the way our teams work. You'll partner with stakeholders across local and global teams to turn ideas into action — using data, structured project management, and continuous improvement to deliver meaningful impact at scale. Whether you're an experienced specialist or a seasoned lead, you'll have the opportunity to influence how Support evolves across our organization.
Responsibilities
- Lead multiple strategic projects and initiatives from planning through execution.
- Define project scope, build work plans, manage timelines, and coordinate delivery across teams.
- Collaborate with local and global stakeholders to align priorities and drive successful outcomes.
- Analyze operational data, identify trends, and translate insights into actionable recommendations.
- Design, test, and validate new processes and ways of working through pilots before wider rollout.
- Drive implementation of new initiatives while ensuring smooth adoption across teams.
- Monitor key performance metrics to evaluate impact and identify further improvement opportunities.
- Help standardize processes, improve operational efficiency, and share best practices across markets.
- Review post launch performance of initiatives - identifying opportunities to improve further and course correcting in a timely manner.
- Facilitate customer feedback on projects following launch - ensuring feedback loops are developed to pass information back to relevant teams.
- Own deep dives on specific topics and leading updates with executive and senior stakeholders on specific issues (e.g. performance gaps, project updates).
Requirements
- Experience managing projects, programs, or change initiatives in a fast-paced operational environment, with hands-on experience in contact center operations.
- At least manager-level leadership experience, including leading teams and driving operational improvements.
- Strong analytical skills and a data-driven approach to decisions.
- Confidence using KPIs and operational metrics to identify opportunities and deliver continuous improvement.
- A structured approach to planning, prioritization, and execution.
- Excellent stakeholder management, cross-functional collaboration, and communication skills, including the ability to influence without direct authority.
- Full professional proficiency in spoken and written English.
- Right to work in the country.
Skills
- Experience building dashboards
- Working with Cursor
- Working with Looker
- Working with Snowflake
- Experience working with AI-enabled solutions, tooling, automation, or platform implementations.
- Experience leading complex, cross-functional projects.
- Ownership of technology-driven or operational transformation initiatives.
- Exposure to global or multinational organizations.
Experience Level
- manager-level leadership experience
About the Company
- At 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.
Equal Opportunity
- We’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.