Strategy & Operations Manager

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.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 standardising 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 The Employee's duties and responsibilities include among other things: 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,