Department: Regional Support Development

Our Support organization plays a critical role in delivering world-class customer experiences at scale, and we’re now looking for a Strategy & Operations Manager to join our global team.

In this role, you’ll lead strategic and operational initiatives focused on improving Customer Support performance, Service Excellence, and Quality of Service (QoS). You’ll work cross-functionally with Product, Operations, Analytics, and local and global stakeholders to drive impactful, technology-driven projects from idea to implementation. This is a highly collaborative role for someone who enjoys combining strategic thinking, operational execution, data analysis, and systems implementation to create scalable solutions in a fast-paced global environment.

What you’ll be doing

As a Strategy & Operations Manager, you’ll lead complex cross-functional initiatives that improve the way our Support organization operates globally and locally. You’ll combine business understanding, analytical thinking, and project leadership to drive execution and deliver measurable impact.

Day-to-day in this role you’ll:

• Lead end-to-end strategic and operational projects, from problem definition and scoping to implementation and delivery
• Lead technological projects in close collaboration with Product teams and operational support centers
• Build structured workplans, manage timelines, and coordinate stakeholders across multiple teams and regions
• Translate business needs into operational and technological requirements while working closely with Product and Development teams
• Analyze operational performance data related to Contact rate, Service Excellence, and QoS to identify trends, risks, and improvement opportunities
• Drive implementation and adoption of systems, tools, and operational processes across global teams
• Facilitate alignment between local and global stakeholders while ensuring initiatives support broader company and Support strategy

Our humble expectations

• Extensive experience leading complex cross-functional projects in dynamic environments
• Experience managing technology-driven initiatives, including systems implementation and operational process improvements
• Strong ability to translate business needs into technical requirements and work effectively with Product and Development teams
• Analytical mindset with experience using data to drive decisions, surface insights, and influence stakeholders
• Excellent stakeholder management and communication skills, with the ability to lead and motivate cross-functional teams
• Experience working in global environments; experience in Customer Support or service operations is a strong advantage
• Relevant academic background-  ideally in Industrial Engineering & Management, Business, Operations, or a related field

What we offer

At Wolt, you’ll have the opportunity to work on high-impact global initiatives in one of the fastest-growing technology companies in the world. You’ll join a collaborative and ambitious team where ownership, curiosity, and continuous improvement are highly valued.

You’ll get the chance to:

• Drive meaningful operational and technological change at scale
• Work closely with global stakeholders across Operations, Product, Analytics, and Support
• Influence strategy and execution in a business-critical function
• Grow professionally in an international, fast-paced, and supportive environment
• Learn, build, and ship solutions that directly impact customers and teams globally

Next steps

We review applications on a rolling basis and aim to move quickly through the process. The hiring process typically includes an introductory conversation with Talent Acquisition, meetings with the hiring team, and a case study or project discussion relevant to the role.

If this sounds like your next challenge, we’d love to hear from you 💙