SSC Operational Excellence Manager

Wolt; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

Wolt is seeking an Operational Excellence Team Manager within the SSC Support Development team to lead strategic initiatives, solve operational challenges, and improve the way we support customers across markets.

You will manage projects, build dashboards, work with Looker, Cursor and Snowflake, and partner with global stakeholders to deliver measurable improvements while maintaining strong English communication and right to work in the UK.

Qualifications

• 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 experience building dashboards and working with analytics tools.
• Ability to define KPIs and use operational metrics to identify opportunities and deliver continuous improvement.
• Structured planning, prioritization, and execution to deliver results.
• Excellent stakeholder management, cross-functional collaboration, and communication skills, including influencing without direct authority.
• Full professional proficiency in spoken and written English.
• Right to work in the country.

Responsibilities

• 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 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 improvement opportunities.
• Standardize processes, improve operational efficiency, and share best practices across markets.
• Review post-launch performance and adjust plans as needed.
• Facilitate customer feedback on projects and ensure loops back to relevant teams.
• Own deep dives on topics and lead updates with executive stakeholders.

Skills

Contact center ops

Leadership

Data-driven

Dashboards

Looker

Snowflake

KPIs

Stakeholder mgmt

Planning

English proficiency

Tools

Cursor

Looker

Snowflake

Job description

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.

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.

What you'll be doing

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).

Our humble expectations

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.

What we offer

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.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.