The role can be based in Helsinki, Stockholm, Copenhagen or Berlin.
About the Role:
As the Central Operations Manager, New Delivery Models, you will be responsible for all parts of our New Delivery Models operations. Including three distinct parts, first and mid mile from Merchant to Wolt, operations at our sites and the final piece last-mile delivery from sites to Customer doorstep.
This is a new business area for Wolt and you’ll get to build the operations from ground up scaling it from 1 to 100. You will own all aspects of our operations, working together in close collaboration with our local Wolt Market, our Regional Operations teams, as well as multiple local and central teams from Wolt Drive & Retail Sales and Merchant Onboarding to Product and Strategy & Operations functions.
Today our New Delivery Models are in pilot mode in the Helsinki region, with plans to expand to multiple countries (and cities) during 2025.
Being among the first people in the New Delivery Models team, you’re expected to be both hands-on and strategic. To build the operations to scale, you need analytical rigor to understand the root causes of the challenges we face not only today, but are likely to face tomorrow as we scale the business a hundred times bigger. You need to be able to solve issues quickly on the go and communicate the short and long-term operational challenges and bottlenecks to our business, product and different operations teams in a coherent and structured way.
To be successful you need to build and maintain strong relationships with people across different functions and parts of Wolt. Operations is by far the biggest cost bucket so you will share a substantial P&L responsibility.
You will work with:
- Defining the responsibilities split between different parts of Wolt and the general blueprint of how New Delivery Model operations should look like at scale
- Defining and developing ways of working at our sites today and in the future
- Leading our operations to provide as great a Merchant and Customer experience as possible with what we have today
- Helping our product teams prioritize development with a blend of hands-on and analytical understanding of New Delivery Model operations to provide an even better Merchant and Customer experience tomorrow
- Determining the operations OKRs, and take ownership of reaching those
- Being hands-on, boots on the ground at start, traveling between our locations participating and leading our new site launches for the first year, while at the same time strategizing about how this operations could and should look like years ahead
- Looking a few years ahead you’re expected to take on a gradually more and more challenging role, leading the New Delivery Models operations across all of our countries and regions, potentially up to hundreds of cities and sites
- You have 6+ years of experience. You’ve succeeded in high-performance cultures (whether in logistics, ecommerce, tech, operations, or a related experience), and you have experience leading operations and have a proven track record of meeting your cost, efficiency and other related targets and metrics.
- You are experienced in running and scaling operations for new business within ‘real world operations’ or any traditional logistics or ecommerce context.
- You can lead through others with excellent communication and interpersonal skills - rallying together operations teams, cross-functional collaboration and senior leaders to pull together on shared goals & strategic initiatives where needed.
- You show great strategic and structured thinking, supported by top-quality analytical execution.
- You solve problems from first principles. You’re excited to find innovative ways, and you resist “this is how it’s always been done in the industry” mindset, instead connecting the dots in a fast-moving merchant tech ecosystem.
- You are equally comfortable operating at 10,000 meters and 1 meter. You don’t hesitate to get into the weeds and operate at the lowest level of detail, but you’re just as comfortable thinking long-term and inspiring a team. No job is beneath you.
- You are highly energetic with a bias towards action—someone who thrives in a dynamic environment and is eager to make a lasting impact. You’ll be working at a rapid pace with ~30 country teams across several time zones, so it’s not supposed to be easy ;-)
- You are fluent in English.
