Strategy & Operations Manager

Company Description

Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to your home or office. Wolt works together with over 30,000 restaurant and retail partners as well as with over 60,000 courier partners across 23 countries and 129 cities.

Our apps (iOS and Android) have the industry’s highest reviews, largely because of our customer-centric approach to how we build our products and operations. For example, our customer service team responds in a matter of seconds, in the customer’s own language.

We’ve raised more than €707M in financing from renowned U.S. and European based investors, such as ICONIQ Capital, Tiger Global, DST, Prosus, KKR, Coatue, 83North, Goldman Sachs, Highland Europe and EQT Ventures & EQT Growth, among others. We've also been fortunate enough to receive some appreciation and recognition for our hard work along the way: Apple selected Wolt’s app as their Editors' Choice, Wired named the company one of the "Hottest Startups in Europe," Forbes included our CEO Miki Kuusi on its 30-under-30 in Consumer Tech list, and the Nordic Startup Awards named Wolt Company of the Year.

In 2020, the Financial Times named us Europe’s second fastest growing company. We’re still expanding rapidly and are looking for more talented individuals to join us. If you are passionate about cutting-edge technology, great food, and making an impact in your city, then Wolt just might be for you.

Wolt is more than just a food and retail delivery operation – in fact we are built upon a solid foundation of state-of-the-art technology. Our internal tooling enables us to ramp up new cities efficiently and provide excellent customer service, our own logistics platform allows us to optimize our couriers' work to get you the food you want as fast as possible, and our restaurant platform allows restaurants to offer exciting food experiences for our customers in an optimal way.

We work in small teams with high ownership, with each team focusing on a key area of the Wolt product stack. Each and every one of our product team members has a say in where we are going and what solutions we implement. We work with a passion, but we haven't forgotten how to have fun along the way!

Job Description

The Global Support team drives Wolt’s long-term strategy, scalable processes, and sustainable business models across our 30+ markets. We work closely with regional teams, and functional leaders across Product, Analytics, Legal, Other Global functions and more to execute high-impact, company-wide initiatives.

We’re looking for a Strategy & Operations Manager to join our Global Support team. In this role, you will redefine how we collect, analyze, and act on refunds and contact rate, working closely with regional and product teams to improve customer experience - ensuring their voices shape our decisions and initiatives.

Strategy and Operations Managers are critical in standardizing and improving our operating models across our markets. To be successful in this role is to have an impact across multiple markets in a way that positively impacts our overall customer experience and helps us become more financially efficient as a business.

What you’ll be doing:

Optimize Contact Rate Reduction: Systematically analyze and address key drivers of customer support inquiries. Develop and implement high-impact process improvements, prioritize automation opportunities, and collaborate with the Support Product team to enhance self-service solutions.

Drive Data-Backed Operational Excellence: Establish and refine KPIs to monitor performance, conduct deep-dive analyses to identify trends, and generate actionable insights that inform strategic decisions.

Strategic Stakeholder Engagement: Build and maintain strong partnerships with Regional Support, Product, Analytics, Merchant Operations, and Delivery Operations teams to drive alignment on key business objectives.

Expand Outsourcing Capabilities: Strategically assess and implement internal and external outsourcing opportunities to optimize cost, efficiency, and service quality.

Ensure Agile Response to Business Needs: Maintain a proactive and flexible approach to addressing urgent operational challenges—whether responding to performance fluctuations in specific markets, supporting new product launches, or facilitating entry into new markets.

Scale Wolt’s Operational Model: Identify and execute opportunities to enhance tools, products, and workflows across functions, ensuring operational efficiency and scalability as the business grows.

Qualifications

Experience in Strategy & Operations – 4+ years of experience in business development, strategy, or operations, with a track record of driving growth, optimizing processes, and leading cross-functional initiatives in a fast-paced environment. Experience in tech, support, or delivery is a plus, but not required

Data-driven & Analytical – Strong skills in analytics, research, and problem-solving. You use data to drive strategy, monitor performance, and uncover improvement opportunities.

Project Management & Execution – Ability to lead projects, work cross-functionally, and manage multiple priorities. You thrive in structured problem-solving and have a bias for action.

Excellent Communication – Strong storytelling and data-backed decision-making. You communicate insights and strategic visions clearly at all levels.

Stakeholder Management – Experience working with regional teams, product managers, and leadership to drive alignment and impact.

Tooling – Proficiency in Looker, SQL, or similar business analytics tools to extract insights and drive action is a plus.

Additional Requirements – Fluency in English and valid EU work authorization.

Additional Information

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!

We will be reviewing applications on an on-going basis, so send through your application along with your CV as soon as possible!