Senior Program Manager, Customer Experience and Defect Elimination

Meyandy LLC; Berlin; Vor Ort; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

Wolt in Berlin is seeking a Senior Program Manager to lead the defect elimination program across EMEA. You will translate customer signals into actionable insight and drive fixes through partner teams.

This high-impact role sits in the EMEA Customer Experience organization, reporting to the Director of Defect Elimination and Customer Experience.

You will collaborate with engineering, marketplace operations, courier operations, and finance to deliver measurable improvements across 40 EMEA markets.

Qualifikationen

• Senior program management experience in a large-scale CX/ops function.
• Experience translating customer defects into actionable insights.
• Strong data analysis and storytelling abilities.
• Proven ability to drive cross-functional alignment with engineering, operations and finance.

Aufgaben

• Own the defect elimination program across EMEA.
• Identify defect drivers and prioritise issues for partner teams.
• Represent the voice of the customer in reviews and decision meetings.
• Build relationships with engineering, marketplace operations, courier operations and finance.
• Improve data infrastructure and reporting to support credible insights.

Kenntnisse

Senior program management

VoC program experience

Data storytelling

Cross-functional collaboration

Jobbeschreibung

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.

About the role

Every contact that reaches a customer support agent, and every credit issued to customers, represents a defect somewhere in our system. This role exists to help find those defects, trace them to their source, and work with the teams responsible to eliminate them at a systemic level. This is a high impact senior program management role within the EMEA Customer Experience organisation, reporting to the Director of Defect Elimination and Customer Experience. The Senior Program Manager is accountable for turning customer experience signals from Wolt and/or Deliveroo markets into clear, actionable insight, and for driving the resulting fixes through to resolution with partner teams.

What you'll be doing

You will own the delivery of the defect elimination program across EMEA, including application of the defect driver taxonomy to identify where defect rate concentrates, and where customer outcomes are worst. You will build a clear, prioritised list of issues for partner teams to work through. You will represent the voice of the customer in the rooms where decisions get made about your markets. That means preparing and presenting data in product reviews, weekly/monthly business reviews and planning sessions, so the cost of poor customer experience is concrete and attributable, and so partner teams understand what is being asked of them and why. You will build working relationships with partner teams in engineering, marketplace operations, courier operations, and finance, and you will track the fixes they commit to through to completion. You will feed results back into the program so everyone can see what worked, and to ensure defects are eliminated for good. You will maintain and improve the data infrastructure and reporting that underpins this work, ensuring customer experience insights are credible, available and actionable.

Our humble expectations

The right person for this role has spent time inside a large-scale customer experience or operations function, and has direct experience translating customer defects through identification, root cause analysis and resolution. They are comfortable working with imperfect data, and they know how to build a credible case when the evidence is directional rather than conclusive. Strong analytical instincts are essential. This person needs to know what questions to ask of the data and whether the answers make sense. Prior exposure to a successful voice of the customer (VoC) program is critical. There is a meaningful cross-functional dimension to the role. This person will spend real time getting other teams to prioritise work that benefits the customer but may compete with other priorities. That requires good judgement, clear communication, and the ability to build trust quickly with people outside their reporting line. The role also requires the ability to drive results in a dynamic and ambiguous landscape. The right person will combine introducing structure and rigor, while being agile and responsive to changing priorities and emerging issues. This is a high impact and high visibility role, with the opportunity to interact with stakeholders and teams across the full customer lifecycle. The role will also span across 40 EMEA Roo & Wolt markets, meaning there is an opportunity to drive financial and customer experience results at scale.

Next steps

You will first meet with our Talent Acquisition team to understand role and company fit. Then, you will meet with the Hiring Manager who will talk through your relevant experience and ask you competenc…

Senior Program Manager, Customer Experience and Defect Elimination — Wolt - English, Berlin.