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Global Customer Operations Manager

Published date more than one year ago
Posted: more than one year ago
Company Wolt
Company: Wolt
Location Helsinki
Location: Helsinki

About Wolt
Wolt is an Apple-awarded technology company building the one app for discovering and getting great food in your city. Choose a restaurant, build your order and hit send. Follow your order’s progress by the minute and have your meal delivered to your home or your office, or pick it up yourself.

Wolt is active in more than 16 countries and 50 cities today, servicing 2.5M+ customers. We’ve raised more than €150M in financing from renowned U.S. and European based investors such as ICONIQ Capital, 83North, EQT Ventures and Highland Europe. Before Wolt, our investors have backed companies such as Alibaba, Netflix, Just Eat, Adyen, iZettle, Intercom and Zoom.

We've also been fortunate enough to receive some appreciation and recognition for our hard work along the way. Apple selected us as their Editors' Choice, Wired named us 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 us Company of the Year.

We are now expanding further – and need your help. If you are passionate about cutting-edge technology, great food, and making an impact, then Wolt just might be for you.

About Operations
The role you are looking at is part of Central Operations, within Wolt’s Operations Team.

The Operations Team of Wolt consist of two parts: the City Teams, and Central Operations. The City Teams across our markets are the heart and soul of Wolt. Every team is a startup within a startup, aiming to provide the best possible service for our customers while growing our business. The Central Operations team on the other hand, is a task force within Wolt that helps our city teams’ business grow and scale. The team helps the drive long-term strategy, scalable processes, and a sustainable business model across our entire base of operations.

If you are an analytical and creative problem solver, like moving in the fast lane and thrive in a dynamic environment where you are proactive and figure out what to do rather than wait to be told what to do then Central Operations is the place for you!

About the Role
Central Operations is hiring a Global Customer Operations Manager to develop the team, strategy and processes for how we provide support to our customers, restaurant partners and courier partners globally and at scale. We have built a great foundation and now need someone to bring us to the next level.

The ideal candidate will have hands on experience in leading Customer Support Operations and be an analytically strong person interested in business development in a broad sense of the word. There is a vast amount of opportunities in how we develop the quality of our customer support and how we engage our community of millions of customers and courier partners. Going forward, support operations will continue to grow rapidly as a cost center, and the Global Customer Operations Manager will play a key role in ensuring we achieve a sustainable level of costs without compromising on our praised service quality.

The Global Customer Operations Manager will also facilitate a continuous dialogue between the different city teams, to ensure that we identify every great initiative, and spread it across the entire organization and simultaneously make sure we build the right things in our product.  

Role Focus

  • Customer obsession: you live and breathe for the customer experience and obsess about customer excellence, and measuring and ensuring customer satisfaction.
  • Know the Business: full understanding of our unit economics, and ability to identify and change the key drivers in pushing profitability.
  • Operations: ensuring a seamless platform for restaurants, courier partners and customers across +15 countries, multiple time zones and languages. 
  • Process Improvement: creating and improving processes to drive operational efficiency in our support operations thus allowing the business to scale profitably, including for example improving our first response rate, automations, tickets per order and reducing our support spend.
  • Technology: understanding a tech company’s product development cycle and processes, and how almost any customer operations challenges can be productized and solved with technology.
  • Leadership: ability to facilitate a continuous dialogue between the different country teams and specifically the customer operations managers to share best practices and develop the entire organization. You’ll also be the glue between our country teams and the product team.
  • Data-Driven: continually monitoring the performance of our global restaurant partner portfolio, identifying any trends and improvement areas, and ensuring continued restaurant partner satisfaction.
  • Your background

  • This role may suit someone with 5-6+ years of relevant experience
  • Probably working in a tech & consumer-facing industry with experience from managing customer operations, or in management consulting with relevant project experience
  • Analytical, economic or business related degree preferred
  • Strong analytical foundation, SQL knowledge is a plus, willingness to learn a requirement
  • Fluent in English
  • Must be eligible to work in the E.U.
  • Along with a competitive salary you will also be eligible for our stock option plan. So if you are excited about working in a high-growth environment, taking ownership, and being part of an extremely high-performing team – we’d love to hear from you!

    Application deadline is August 19, however we will be reviewing applications on an on-going basis, so send through your application ASAP :)