SSC Operational Excellence Team Manager

At Wolt, we're constantly looking for ways to make our Support organization smarter, more efficient, and more scalable. As part of our SSC (Shared Service Center) Support Development team, you'll play a key role in shaping how Support operates across multiple countries by leading strategic initiatives that improve customer experience, operational performance, and the way our teams work.

You'll partner with stakeholders across local and global teams to turn ideas into action — using data, structured project management, and continuous improvement to deliver meaningful impact at scale. Whether you're an experienced specialist or a seasoned lead, you'll have the opportunity to influence how Support evolves across our organization.

As an Operational Excellence Team Manager, you'll own initiatives from concept through implementation, working closely with cross-functional teams to solve operational challenges and improve the way we support our customers.

In this role you will…

• Lead multiple strategic projects and initiatives from planning through execution.
• Define project scope, build work plans, manage timelines, and coordinate delivery across teams.
• Collaborate with local and global stakeholders to align priorities and drive successful outcomes.
• Analyze operational data, identify trends, and translate insights into actionable recommendations.
• Design, test, and validate new processes and ways of working through pilots before wider rollout.
• Drive implementation of new initiatives while ensuring smooth adoption across teams.
• Monitor key performance metrics to evaluate impact and identify further improvement opportunities.
• Help standardize processes, improve operational efficiency, and share best practices across markets.
• Review post launch performance of initiatives - identifying opportunities to improve further and course correcting in a timely manner.
• Facilitate customer feedback on projects following launch - ensuring feedback loops are developed to pass information back to relevant teams.
• Own deep dives on specific topics and leading updates with executive and senior stakeholders on specific issues (e.g. performance gaps, project updates).

We're looking for someone who enjoys solving complex problems, thrives in collaborative environments, and gets excited about turning ideas into measurable improvements.

Ideally, you'll bring:

• Experience managing projects, programs, or change initiatives in a fast-paced operational environment, with hands-on experience in contact center operations.
• At least manager-level leadership experience, including leading teams and driving operational improvements.
• Strong analytical skills and a data-driven approach to decisions, with (preferable) experience building dashboards and working with Cursor, Looker, and Snowflake.
• Confidence using KPIs and operational metrics to identify opportunities and deliver continuous improvement.
• A structured approach to planning, prioritization, and execution.
• Excellent stakeholder management, cross-functional collaboration, and communication skills, including the ability to influence without direct authority.
• Full professional proficiency in spoken and written English.
• Right to work in the country.

The following expertise is a big plus:

• Experience working with AI-enabled solutions, tooling, automation, or platform implementations.
• Experience leading complex, cross-functional projects.
• Ownership of technology-driven or operational transformation initiatives.
• Exposure to global or multinational organizations.

This is an opportunity to work on initiatives that have a real impact across Wolt's Support organization. You'll collaborate with talented colleagues across multiple functions and countries, help shape how Support operates at scale, and see your ideas translated into meaningful improvements for both our teams and customers.

You'll join a collaborative environment where data, experimentation, and continuous improvement are part of everyday work—and where you'll have plenty of opportunities to grow your skills, expand your scope, and influence the future of Support operations.

If qualified, our recruitment process begins with an initial screening conversation conducted by the Talent Acquisition team, followed by a role-specific interview to assess your experience and problem-solving approach.

If you progress to the next stage, you will receive a take-home assignment. You will then present your assignment in a follow-up meeting with the Hiring Manager and a Subject Matter Expert, where we’ll discuss your approach, reasoning, and recommendations in more detail. We aim to keep the process transparent, structured, and focused on giving you the opportunity to showcase your skills and thinking. 

If you are service-minded, enjoy taking ownership, and thrive in an environment where you proactively identify solutions rather than wait for direction — we’d love to hear from you! 💙