Strategy & Operations Manager, Courier & Delivery Experience

Strategy & Operations Manager, Courier & Delivery Experience

• Full-time

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.

So, why work at Wolt?
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.

The Global Operations team drives Wolt’s long-term strategy, scalable processes, and sustainable business models across our 30+ markets. We work closely with regional teams, general management, and functional leaders across Product, Analytics, Legal, and more to execute high-impact, company-wide initiatives.

We’re looking for a Strategy & Operations Manager to join our Courier & Delivery Experience team. In this role, you will redefine how we collect, analyze, and act on courier sentiment and feedback, working closely with regional and product teams to improve courier experience - ensuring their voices shape our decisions and initiatives.

You’ll also play a key role in ideating, testing, and launching new features and products, ensuring they are successfully rolled out and adopted across markets.

This is a high-impact, cross-functional role that blends strategy, operations, and execution, helping Wolt continuously improve courier satisfaction and operational excellence. Courier experience is about more than just deliveries—it’s about creating a seamless, rewarding, and empowering journey for couriers, and ensuring they have the tools, support, and opportunities to succeed on their own terms.

What you’ll be doing:

1. Developing Courier Sentiment Strategy – Define and drive the strategy for satisfaction surveys, feedback loops, and sentiment analysis. Ensure couriers' voices are heard, acknowledged, and influencing decision-making.
2. Driving Market-Level Satisfaction Improvements – Act as a strategic advisor to regional teams, helping them diagnose challenges, identify key drivers of satisfaction, and implement scalable, data-backed solutions. Lead high-impact workstreams.
3. Product-Driven Solutions – Ensure courier feedback translates into tangible product improvements—from self-serve tools to app enhancements. Collaborate on ideation, piloting, rollouts, and staged implementations across regions.
4. Cross-Functional Collaboration – Partner with Regional Operations, Global Supply, Pricing, Analytics, and Product teams to lead strategic initiatives and embed courier satisfaction into Wolt’s overall strategy.
5. Performance Tracking & Insights – Analyze trends, leading metrics, and business impact to continuously improve satisfaction. Set annual and monthly targets, develop data-driven strategies to drive engagement, and create new, innovative metrics to better measure and track courier experience, satisfaction, and performance across markets.

Minimum Requirements:

1. Experience in Strategy & Operations – 4+ years of experience in business development, strategy, or operations, with a track record of driving growth, optimizing processes, and leading cross-functional initiatives in a fast-paced environment. Experience in tech, logistics, or delivery is a plus, but not required.
2. Data-driven & Analytical – Strong skills in analytics, research, and problem-solving. You use data to drive strategy, monitor performance, and uncover improvement opportunities.
3. Project Management & Execution – Ability to lead projects, work cross-functionally, and manage multiple priorities. You thrive in structured problem-solving and have a bias for action.
4. Excellent Communication – Strong storytelling and data-backed decision-making. You communicate insights and strategic visions clearly at all levels.
5. Stakeholder Management – Experience working with regional teams, product managers, and leadership to drive alignment and impact.
6. Courier-Centric Mindset – Curiosity and passion for improving courier experience and empowering them through better tools, processes, and engagement.
7. Tooling – Proficiency in Looker, SQL, or similar business analytics tools to extract insights and drive action is a plus.
8. Additional Requirements – Fluency in English and valid EU work authorization. The role is based in Berlin, and candidates should be living there or able to work from Berlin.

We could list all the amazing things we offer - but actually, the best part about working with Wolt is the awesome group of people who you will be working with. There is never a dull day at the office and you will be a part of an energetic team in an exciting start-up environment where you will have the opportunity to grow with the company.

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 ongoing basis, so if this sounds like an opportunity you want to pursue, apply today!