Manager, Merchant Operations

Responsibilities

• Day-to-day in this role you'll:
• Maintain and distribute recurring business reviews, performance reports, and operational updates across Self-Service Adoption, Early Merchant Success, Merchant Success Tooling Operations, and other assigned programs.
• Monitor country, regional, and global performance against agreed KPIs, targets, and delivery milestones, ensuring visibility across stakeholders.
• Drive accountability and follow-up on key initiatives, ensuring actions are executed consistently across countries, regions, and global workstreams.
• Identify performance gaps and opportunities, highlighting overperforming and underperforming markets, initiatives, and programs while escalating risks where necessary.
• Analyze trends, conduct root cause analyses, identify operational bottlenecks, and recommend actions to improve outcomes.
• Provide consultative support to country and regional teams, helping them understand performance drivers, prioritize actions, and adopt best practices.
• Partner closely with Product, Analytics, Account Management Excellence, B2B Marketing, regional teams, country teams, and leadership stakeholders to remove blockers and accelerate progress.
• Build, document, and scale operational best practices across markets to improve performance, tooling adoption, execution quality, and consistency.
• Continuously improve reporting frameworks, operational processes, and performance management mechanisms to ensure teams have actionable insights.
• Develop and refine operating models, tactical action plans, and longer-term roadmaps across Merchant Success programs and strategic initiatives.
• Coordinate cross-functional stakeholders to maintain momentum, align priorities, and ensure successful delivery of business objectives.
• Our humble expectations
• 4+ years of experience in consulting, operations, technology startups, strategy, business operations, or related fields.
• Proven experience solving complex business problems and translating ambiguity into structured initiatives with measurable outcomes.
• Strong growth mindset with a track record of driving change, improving processes, and identifying scalable solutions.
• Hands-on approach with the ability to move seamlessly between strategy and execution.
• Strong analytical and problem-solving capabilities, with experience using data to drive decisions. SQL experience is a plus.
• Demonstrated ownership and project management skills, with the ability to lead initiatives across multiple stakeholders and workstreams.
• Ability to manage competing priorities, deliver results under tight timelines, and operate effectively in fast-changing environments.
• Excellent communication and stakeholder management skills, with the ability to influence without formal authority and align teams around shared goals.
• Experience working cross-functionally with Product, Analytics, Operations, Commercial, or Marketing teams.
• Bachelor's or Master's degree in Business, Engineering, Economics, Computer Science, or a related field is a plus.

Benefits

Additional Information

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 create technology that brings joy, simplicity, and earnings to local communities. From food and retail delivery to merchant services and business tools, we build products that help merchants grow while delivering exceptional customer experiences. We are looking for a Manager, Merchant Operations to join our Merchant Operations team. In this role, you will drive operational excellence, performance management, and execution across key Merchant Success programs and initiatives. You will work closely with country, regional, and global stakeholders to ensure teams are aligned, performance is tracked effectively, and strategic priorities are translated into measurable outcomes. This is a highly cross-functional role with significant exposure to senior stakeholders and the opportunity to influence how merchant operations scale across Wolt.

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