The role of the Merchant Onboarding Team Lead is to oversee and manage the onboarding process for new merchant partners in a manner that ensures a smooth and effective transition into Wolt's ecosystem. This involves guiding the team responsible for the onboarding process, establishing and maintaining high standards for our onboarding procedures, and continuously optimizing both internal and external processes to ensure they are executed in the most efficient manner possible. As Onboarding and Services Lead, you will bear the responsibility for ensuring that the team is best positioned to achieve our ambitious goals of onboarding hundreds of restaurant and retail merchants on a monthly basis.
- Leading and nurturing the onboarding team, which entails conducting team meetings, one-on-one sessions, providing feedback, and daily mentoring to enhance employee engagement and satisfaction while supporting their professional growth.
- Continually updating our staffing forecast and recruiting new team members to ensure we maintain adequate resources.
- Ensuring the team meets their key performance indicators (KPIs), such as the number of successful onboarding processes and Total Time to Onboard.
- Implementing new processes and continuous enhancements supported by our global function at Wolt.
- Consistently assessing the effectiveness of onboarding workflows, pinpointing bottlenecks, and identifying areas for improvement.
- Prior experience in people management and leadership (1+ years), preferably in a scale-up or an international company.
- You have a can do attitude and thrive in a dynamic and changing environment
- You are comfortable driving change and challenging status quo to improve processes and performance
- Exceptional communication skills, both in written and verbal forms.
- A demonstrated track record of process improvement and implementation.
- Possession of an analytical mindset and a data-driven approach to making informed decisions.
- Strong organizational skills and an appreciation of the importance of thorough documentation.
- A sociable and collaborative team-player mindset.
- You speak native Serbian and fluent English
If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!
We will be reviewing applications on an on-going basis. If this sounds like an opportunity you want to pursue, apply today!
