Wolt is a Helsinki-based technology company that provides an online platform for consumers, merchants and couriers. It connects people looking to order food and other goods with people interested in selling and delivering them. To enable this, Wolt develops a wide range of technologies from local logistics to retail software and financial solutions – as well as operating its own grocery stores under the Wolt Market brand. Wolt’s products include Wolt+ (subscription service for customers), Wolt for Work (meal benefits and office deliveries for companies), Wolt Drive (fast last-mile deliveries for merchants) and Wolt Self-Delivery (service for merchant partners with their own delivery staff). Wolt’s mission is to make cities better by empowering and growing local communities. Wolt was founded in 2014 and joined forces with DoorDash in 2022. DoorDash operates in 29 countries today, 25 of which are with the Wolt product and brand.

At Wolt, We’re About Getting Things Done.
You’ll probably enjoy it here if you like taking ownership, developing yourself and being around friendly, humble and ambitious people.
We work hard to make cities into better places, and it’s pretty cool seeing us grow every week. If you’re passionate about building things that just… work, Wolt might be for you.

Our Commitment to Diversity, Equity & Inclusion
We want to have all sorts of people in our team – people like you and me, and people different from you and me. To be able to work with diverse teammates – when it comes to gender, age, ethnicity, life background, sexual orientation, political views, religion, or any other personal trait – we consciously aim to offer equal opportunity for everyone to work with us. This is because we believe diverse teams make the most thought-through decisions and build things in the most inclusive way.

Join us today to build Wolt together!

Are you interested in the dynamics around Operations and enjoy working in a fast-moving environment? Do you have a customer-oriented mindset and want to be a key player in ensuring that our courier partners get a world-class experience? If so, then please read on

Role background

We have launched our services in Azerbaijan in the summer of 2019, and have since been conquering the food delivery scene, step by step, by launching in cities including Baku, Sumgait, Ganja, and Lankaran. Due to the rapid growth, we are now looking for an Operations Team Lead to join our Operations Team in Baku.

In the Operations Team, we focus on our courier partners: We ensure the right amount of courier partners to meet the order demand by constantly developing courier partner satisfaction and smooth, scalable processes. 

As an Operations Team Lead, you will play a huge part in ensuring that our courier supply size is moving in the right direction, while each courier partner gets the right help, support, and a world-class experience throughout their Wolt journey. Recently, we launched a front office responsible for onboarding new courier partners and providing them with in-person support, while also focusing on the level of service provided by courier partners on the platform. Within this role, you will be fully responsible for the smooth and effective operations of that office.

This will require both people management and analytical skills, getting your hands dirty and working well together with your Operations Manager, as well as the rest of your country team. As courier onboarding is a big part of the operations, you will also have a substantial courier supply forecast and planning responsibility.

In this pursuit, we aim to create the World’s best courier experience by optimizing processes, bettering content, and assuring that we have as little friction as possible.

What you’ll be doing:  

• Courier onboarding - As an Operations Team Lead, you will have to manage and coordinate every tiny bit of our courier onboarding from gear handover management to process building.
• Quality - Your role involves ensuring high service quality from courier partners on the platform. You'll set performance standards, monitor delivery quality, and provide feedback to maintain Wolt's service excellence, directly impacting customer satisfaction.
• Courier Partner Satisfaction - Focus on enhancing courier partner satisfaction and retention through supportive policies, recognition programs, and responsive feedback mechanisms. Your efforts will build a positive and loyal courier community, crucial for maintaining service quality and operational success.
• Communication - Reach and maintain high engagement is essential from the very first moment of our Courier Partner journey. We have to communicate, train and support our applicants professionally, so your part in onboarding communication will be indispensable.
• Acquisition - It is a must to create and maintain the best possible onboarding experience for every applicant in our funnel. The experience starts with getting attracted to the possibility of joining Wolt as a Courier Partner, so you will be responsible for creating this experience from the ground up. 
• Supply planning - Accurate planning is business critical, and our courier supply plan is a key pillar to making plans come true. In your role, you will have to create, follow and supervise courier supply planning on a daily basis. 
• Data analysis - Following, understanding and analyzing key performance indicators are part of the daily business in our operations. You will have to support your decision making with relevant data, find broken pieces and fields to develop, understand relations and consequences to have proper action points in your role.  
• Team management - Taking care of a team of superstars in the onboarding & in-person support related roles will be one of your key responsibilities. Our operations will count on you to provide guidance, foster engagement, ensure team wellbeing and supervise performance. 
• Process development - During our work, our mission is to increase efficiency and reduce manual work as much as possible. To align with this, you will improve our current processes, implement and maintain new ones and create new best practices for our onboarding operations.
• Inventory Management - You'll manage gear and equipment inventory, including overseeing import processes and maintaining optimal stock levels to support courier operations efficiently.

• Relevant experience, ideally from operations, logistics, quality or recruitment 
• 1-3 years of experience in team and people management
• Great communication skills both verbally and in writing. You will be communicating with our courier partners, local departments and global teams on a daily basis. 
• Prior experience building intuitive data visualizations and dashboards that influence business decisions, utilizing tools like Looker, Tableau, Mixpanel or similar.
• Strong analytical and problem-solving skills, and the ability to rationalize hypothesize and make decisions through the use of data
• Up-to-date knowledge of industry trends, regulations and innovations
• Getting things done with a can-do attitude and being comfortable in a fast-paced and high-impact environment
• Fast learner and ability to quickly adapt to new tools, processes and information
• Being able to work independently as well as in a team - you will be working together with other departments and teams as well
• Proactive planner and thorough thinker that is constantly looking for better ways to get things done
• Fluency in both English & Azerbaijani is a must, Russian is nice to have

If you are service minded, like taking ownership, and thrive in a dynamic environment where you get to be proactive and figure out what to do rather than wait to be told – then apply today.

This role requires working from our Baku office with a home office opportunity once a week

What We Offer

• Independent work in a dynamic, international team 
• Salary package with health insurance 
• Discount on Wolt orders
• Modern work equipment

If you have any further questions about the position before applying, you can turn to:

Fuad Safarov, Talent Acquisition Partner - [email protected].

Please note that we do not accept applications sent by mail. Please submit your application through our careers website!