CX Quality Manager

About Wolt

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.

We’re looking for a data driven Project Manager to lead customer experience projects and manage our Qualitative Insights (QI) team. This role combines strategic thinking, strong data intuition, and a deep understanding of user experience.

What You'll Be Doing

• Lead and manage customer experience projects end-to-end, from ideation through execution.
• Use data and qualitative input to identify pain points and prioritize initiatives that will move the needle most.
• Ask the right investigative questions to uncover root causes, user needs, and high-impact opportunities.
• Build and maintain clear project frameworks (Gantt, roadmaps, trackers, etc).
• Collaborate across all departments in the company, including Operations, Merchants, Marketing etc.
• Work with stakeholders at all levels from operational staff to senior leadership.
  
  

Qualitative Insights Team Leadership

• Lead the QI team, responsible for analyzing and summarizing customer feedback from multiple channels.
• Turn qualitative input into actionable insights that drive improvements and change across the organization.
• Ensure consistent quality and strategic alignment in all team deliverables.
• Build processes and frameworks for how qualitative insights are gathered, presented, and implemented.
  
  

Our humble expectations

• 3+ years of experience in project management, CX, operations, or a related field
• Strong analytical thinking and experience working with both quantitative and qualitative data
• Excellent communication and collaboration skills
• Proven ability to lead cross-functional projects and influence without authority
• Experience managing a team or mentoring others – an advantage
  
  

Why You’ll Love This Role

You’ll sit at the heart of our CX strategy, shaping meaningful projects that directly impact our users, and leading a passionate team focused on bringing the voice of the customer to life. If you're equal parts investigator, strategist, and doer we’d love to hear from you.

Our Commitment to Diversity and Inclusion

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.