Courier Project Manager

Wolt

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. Are you an experienced customer experience professional with leadership skills and a strong passion for being strategic and using insights to deliver exceptional service? Does leading support within one of Europe’s fastest-growing tech companies sound like your next adventure? If the answers to the questions are "yes" then keep reading! Wolt is a Finnish technology company and we're best known for our delivery platform. On our mobile apps or website, customers can order their favorite meals from our restaurant partners. We launched in Georgia in April 2018 and have since then started conquering the food delivery scene in Tbilisi, Batumi, Rustavi and Kutaisi and other cities in Georgia. As our team is growing, we're looking for a Support Manager to join our Shared Service Center team in Georgia! In our Support team there is no typical day. To be successful in this role you will need to be independent, customer-oriented, and have excellent interpersonal and relationship-building skills to provide best support to our Customers, Restaurants and Courier Partners. We are looking for someone who takes ownership beyond the obvious and who can take that extra step to support the team.  As our Support Manager you will lead our Shared Service Center  team and inspire the high-quality standard of service that we provide to our customers and partners. With their excellent management skills, our Support Managers ensure that our Support Leads are running the operations between customers, restaurant partners and courier partners smoothly.   WHAT YOU’LL BE DOING * Work together with the Head of Support and take full ownership of the experience and satisfaction of the customers and partners * Contribute to strategic initiatives and their execution in order to constantly improve the service proposition * Guide and coach the team in order to improve the associate’s performance, personal development and happiness * Implement new work procedures and features and encourage feedback around these * Analyze and optimize customer and partner touchpoints and look for patterns in incoming requests and workforce management to then put them into actions and improvements. * Together with the Content, Training and Quality team, develop the quality and content processes within the Support operations in line with the training operations * Collaborate closely with other teams to meet the needs of the customers and improve overall level of service. * Lead by example and show what customer-obsessed means: At Wolt, the Support Team knows that customer interactions serve a larger purpose than simply fixing problems. The Support Manager will lead by example and raise the bar for the way support is provided at Wolt. OUR HUMBLE EXPECTATIONS * You can formulate yourself very well, both verbally as well as in written form in English and Georgian. * You are customer obsessed and have experience in Customer Support or Customer Service. * You have 3-5 years of experience in leading a team, preferably leading a leadership team or other more senior team * You enjoy working together and leading a growing team, and making sure your colleagues always understand the purpose of what they do and what defines a great performance. * Multitasking is your strong suit and you’re prepared to manage multiple incoming interactions simultaneously, and effortlessly determine which to prioritise. * You are able to translate data into actions and make the rest of the core team understand how Customer Support is progressing, so you need to have good Excel skills. * You have a can-do attitude and are ready to roll up your sleeves and get to work in a fast-paced startup environment. * You have strong presentational skills and proficiency in Office tools * Any trainings or experience in people or project management are an advantage * A degree in Business Administration is a strong plus! NEXT STEPS 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 if this sounds like an opportunity you want to pursue, apply today! 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.

Wolt

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. PURPOSE  Our Support Team is the glue that holds together the Wolt marketplace and ensures that poor experiences are turned into good ones, so that we can deliver industry leading customer experiences. We ensure that the operations between customers, restaurant partners and courier partners all run smoothly. As Support Team Lead you will manage a team of local Support Associates, develop the structures and processes required for the team to perform well, develop a culture where people thrive under pressure and inspire the highest-quality standard of service for our customers and partners.  You will lead a team of 20-25 people, working closely with fellow team leads and cross-functional partners, and report directly to the Support Manager. CORE RESPONSIBILITIES * People management: You will lead and develop a team of 20-25 people and ensure they are competent, motivated, engaged and satisfied in their roles. You will also make sure the team has fun and enjoys coming to work. You will be a contact point between the global and local organisation and will continuously identify and implement best practices to ensure the team is always performing to the highest standards. You will also support succession planning and proactively help individuals develop and grow into more senior roles.  * Recruiting, mentoring and managing: You will find the best talent with the right attitude while creating an environment where the team can develop through encouragement and empowerment. You will be providing performance feedback and making sure your team meets KPIs.  * Leading by example and setting the standard: At Wolt, our Support Team knows that customer interactions serve a larger purpose than simply fixing problems. You will lead by example and raise the bar of the service we provide. You set targets for yourself and your team and walk the extra mile to beat new records as a company.  * Leading operations: You’re an operative leader that creates structure and sets the direction for the team. You develop clear guidelines and rules so that the team can handle a high volume of interactions daily and under pressure. You ensure that the team has the training they need to work both independently and collaboratively and can make good decisions live.  * Strategizing and collaborating: You will develop strategies to improve customer service experience and satisfaction while creating engaged customers. Knowing the inner mechanics of our customer service systems, you will collaborate closely with our other teams to meet the needs of our customers and partners. You will also work closely with the other team leads locally and globally to ensure we work seamlessly at scale.   * Relating and communicating: You will identify the needs and relevant tone of voice to each of our customers (courier partners, customers, and merchants) that are reaching out to us. * Analysing and optimising: You will look for patterns in incoming requests, translating it to actions and improvements, and communicating it to external partners and internal stakeholders.  * Getting stuff done: We operate in a live environment, and you will have to make decisions quickly and on the fly, and operate well under pressure. You will need to be able to dive into the details to solve problems in the moment, while also being able to pull back and focus on the bigger picture.   MEASUREMENT OF SUCCESS  KPIs evolve over time as we grow and develop as an organisation and as you grow in your role.  * Team member KPIs - your primary role is to lead and develop your team, and you will shine through their performance * Engagement scores  * Team member feedback * Adherence to all internal policies for you and your team * Ensuring adherence to scheduled shifts and monitoring all related shrinkage * Contribute to meeting QoS budgets (staff costs and net refunds)  * Contribute to meeting all Support KPIs (e.g. CSAT, TTC, HT etc)  * Project completion - much of the success of this role comes from continuously improving Support and our team’s performance, and we will often have have tasks and projects that will have their individual measures of success. KEY SKILLS AND QUALITIES * You have already led a customer-facing team and you're excited to join our award-winning Support team. * You enjoy leading and growing a team, and do your best to make sure your team always understands the importance of their role and the purpose of providing the best possible service. * You are able to think on your feet, and multi-tasking is your second nature. * You have a large capacity for work and enjoy working under pressure.  * You’re tech-savvy and enjoy learning and teaching others how to use our  Support tools. * You are able to translate data into actions and make the rest of the core team understand how Support is progressing according to the KPI’s. * You have a can-do attitude and you are ready to roll up your sleeves and get to work in a fast-paced startup environment. * You are an excellent communicator and fluidly and fluently communicate internally and externally and adjust your tone to your audience, in spoken and written Greek and English. * You are customer obsessed and enjoy providing customers with an out of this world and memorable experience, every time. It’s more than just simply fixing problems. * You are team oriented and enjoy working collaboratively with a diverse team.  * Ability to work in a flexible manner, including occasionally evenings or weekends. 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.

Wolt

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 seek a Product Manager to join our Courier and Delivery Experience (CDX) team. This role will focus on ensuring world-class courier and consumer delivery experiences while continually evolving the delivery process with a future-oriented mindset. The Courier and Delivery Experience team owns the experiences that elevate every Wolt delivery, from the moment a courier opens the app to every order they accept, all the way to dropping an order off at the customer’s doorstep. The team sits at the intersection of a multi-sided marketplace product, real-world operations, and safety, and the work directly moves how reliable Wolt feels to consumers and how satisfied our couriers are when delivering. You will play a crucial role in shaping the courier experience, ensuring that our couriers feel valued and supported while enhancing the efficiency of deliveries. By blending operational expertise with a deep understanding of courier needs, you will improve the user journey from onboarding couriers to completing deliveries. From designing new features that boost courier satisfaction to refining delivery processes, your work will contribute to key metrics across courier engagement, performance, and satisfaction. You will also be influential in shaping the evolution of the live delivery experience for our courier partners, the merchant courier interaction at pickup and the consumer courier interaction at the doorstep via the Courier app surfaces.  The ideal candidate will have an exceptional track record in product management, with proven success in working with cross-functional teams across engineering, design, product, and operations. You will define the vision and roadmap for courier and delivery experiences across multiple projects. Working in partnership with business stakeholders, you will also collaborate on cross-team initiatives, contributing to the broader business strategy while ensuring a deep understanding of the courier experience. Join us in shaping the future of delivery, where every delivery is an opportunity for delight and loyalty. OUR HUMBLE EXPECTATIONS You could come to this role from various backgrounds, but ideally, you bring: * Several years of experience in product management, specializing in consumer-facing products * Expertise in developing user-centric products, with the ability to address complex user experience-related challenges. * Demonstrated expertise in supporting cross-functional teams and fostering operational excellence in fast-paced, high-demand industries. * Proven track record in building products influencing cross-functional teams, including engineering, data, design, and operations. * High ownership and collaborative capabilities, making thoughtful decisions, and focusing on product details to ensure execution aligns with the vision. * Strong ability to define, execute, and measure meaningful OKRs, ensuring alignment with company-wide goals and fostering bottom-up alignment from your team. * Ability to focus on the bigger picture, creating solutions that benefit couriers, operations, and customer experiences across the organization. * Excellent stakeholder management skills, able to work effectively with diverse internal teams and external partners, while confidently engaging with leadership in a high-visibility role The position will be filled as soon as we find the right person, so make sure to apply as soon as you realize you really, really want to join us! The compensation will be a negotiable combination of monthly pay and DoorDash RSUs. The latter makes it exceptionally easy to be excited about our company growing and doing well, as you’ll own a piece of the pie. 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.