(Associate) Manager, Quality, New Verticals
Työn kuvaus
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.
At Wolt, we help local merchants reach more customers, and the New Verticals teams make sure those partners have a great experience working with us. You'll join the Quality team in New Verticals EMEA, which works across both regional and global levels to improve how we support, onboard and grow our merchant partners across all of our markets, including Wolt and Deliveroo.
You'll sit at the intersection of merchants, account management, and our support and quality organizations. You'll work on large, cross-market initiatives and partner closely with our regional teams and global heads.
What you'll be doing
This role is about taking a global view of merchant quality and operational excellence, and turning what you find into initiatives that make best practices. You contribute to our quality targets – most importantly reducing items not found and cancellations, and improving efficiency and product substitutions. You'll own the initiatives and projects you drive, for instance occasions and go-to-market, and you'll work hands-on with the internal team stakeholders, while staying close to the merchant experience.
Day-to-day in this role you'll:
- Act as the point of contact and build feedback loops between merchant-facing teams, product and customer support, helping resolve defects and recurring issues at a global level
- Drive product rollouts across markets, informing and training Account Managers and ensuring merchants are set up for success
- Analyse how things work in practice across regions, spotting and grouping similar issues and feeding those insights back to the right teams
- Lead global and cross-regional initiatives such as occasions and best practices, working with regional heads to improve performance in their markets
- Collaborate with specialists across countries, running initiatives together
- Use data and AI tools to analyse, automate and prototype solutions yourself, rather than waiting on others
Our humble expectations
- Confident working with data. You can pull, analyse and draw conclusions on your own
- Comfortable using AI tools and prompting to automate work and speed up analysis, while knowing they're a starting point and not a replacement for judgment
- Strong communication skills, with the ability to work with stakeholders from different markets and levels of seniority
- Solid project management skills and a track record of taking initiatives from idea to delivery
- A generalist mindset: you're curious, pick things up quickly and are happy to dig into the details
- A strong sense of ownership and a drive to go beyond what's expected
- Fluent English both written and spoken.
What we offer
- Global visibility: work on initiatives that impact many markets and collaborate directly with global heads
- A real opportunity to make an impact and shape how we work with merchants worldwide
- A clear growth path. Many people in this role move on to take regional ownership or product ownership
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.
Beware of recruitment scams: DoorDash, Deliveroo, and Wolt will never ask you to pay money or share sensitive financial information during hiring — learn more about our legitimate recruiting process at Recruitment Scam Awareness - DoorDash .
Taidot mainittu
We’re a tech company from Finland best known for our delivery platform. In 2015 we started with restaurant food and over time we added groceries, gifts and other items. Now it’s possible for people living in hundreds of cities across 25 countries to get whatever they need, delivered quickly and reliably to their front door. We try to make every city we enter a better place – and by that we mean happier customers and partners. We’re also really proud to have the #1 rated delivery app across the app stores. But we’re only just getting started. IF YOU BUILD IT, THEY WILL COME To pull this off we need glorious products. And that's exactly what we're determined to build. Our tech brings together our customers, courier partners and merchant partners in real time – calculating hundreds of millions of routes every day. Getting the essentials right: Our story began in Helsinki – the capital of Finland. Low population density, no strong takeaway or delivery culture and high labor costs made it a tough nut to crack. And let’s be honest, the weather didn’t help. But it gave us a chance to focus on the essentials, like building our tech and making our operations as smooth as possible. And above all, we wanted to create a delightful customer experience. Customer experience comes first: From app design to dynamic discovery, our goal is always to offer the best experience. We’re humbled and proud to say our apps have the industry’s highest rating on the App Store (4.8) and Google Play (4.6). Global average as of February 2023 Customer support with heart and soul: We know there are lots of moving parts with real-time deliveries. If something goes wrong, our support team is there to answer in the local language in under 2 minutes. These are real people, ready and waiting to help. The right way to scale: From day one we built our tech with scaling in mind. This allows us to operate efficiently in small countries with a population of only one million – or in cities with just 10,000 people living in our delivery area.
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