Head of Partner and Customer Experience

Oslo, Norway
Support
Full-time

Do you have a proven track record in driving change and shaping forward-thinking customer journeys? Are you a good mix of being able to think strategically and work hands-on? Do you have flair for managing and inspiring high-performing teams? If this sounds like you, we’d love to chat!

Role Background

Here at Wolt, we use technology to make cities a better place to live. We started in 2014 in Finland, and with our customer-obsessed mindset, we have now reached 23 countries with over 12M users. We are best known for our food delivery platform, but next, we are on a journey to become an ‘’everything’’ app so you can get almost anything delivered to your doorstep in less than an hour.

We launched in Norway in 2017 and are already operating in Oslo, Trondheim, Tromsø, Stavanger, Bergen, and Sandnes with more cities to come soon. As we expand we're now looking for a Head of Partner and Customer Experience to take ownership of our service organization in Norway.

Our local Support consists of nearly 50 service talents and three Leads, who work on providing our customers’ and courier partners’ the best possible service. Support at Wolt is not just about solving problems, it’s about providing memorable experiences, being a step ahead, and going the extra mile.

Owning customer and partner experience, you will rapidly and sustainably double our Support by strategizing and executing about how we can operate efficiently at scale while ensuring the ‘’best in the world’’ experience and the wellbeing of the teams.

As a member of the Wolt Norway leadership team, you will collaborate with operations, restaurant, marketing, and retail teams to ensure we are delivering amazing service on all fronts. Whilst we expect you to come up with most of the solutions and answers yourself, you'll be regularly sparring with our Global Head of Support to see what we can implement locally that has worked in other Wolt countries and vice versa

What you will be doing

  • Strategize and execute: You will utilize our internal data to help you develop a sustainable strategy and then execute on it. Your focus will be on constant improvements and maintaining a high level of customer and partner satisfaction. Moreover, you will be collaborating closely with the rest of the local leadership team to build a market-leading delivery service in Norway.

  • Scale smart: We are expanding fast, and in order to cope with the extensive growth we need to do things smarter day by day. You will consider both short and long-term objectives and ensure we have the right structure, skills, headcounts, metrics, processes, and culture.

  • Data-driven performance management: You will be a driving force to ensure we are delivering the best support to our customers and partners. Your analytical mindset will dig into our support metrics to make the best kind of decisions and set the right expectations.

  • Manage, mentor & motivate: As we grow you will build and manage several teams within the support organization. This includes acting as a sparring partner for the Customer Support Leads and helping them raise the bar in their teams.

  • Problem-solve: You will be both proactive and reactive with different challenges that may occur in live operations. You will influence a solution-oriented mindset so we are always implementing best practices and stay one step ahead. 

  • Grow your organisation and champion the culture: You will design the organisational setup that preps us for success. With a strong eye for talent as you will be hiring the right people and ensuring that we protect Wolt’s values and preserve a strong team spirit, focused on coaching, recognition and team development.

  • This is a top leadership role, but when things get tough you will be on the front-line together with your team. 

Our humble expectations

  • Your background might be in customer strategy consulting, customer operations excellence, or similar from an in-house or management consulting environment. However what matters the most is that you have a data-driven mindset and passion for service, combined with experience in working with complicated business cases, strategizing, and managing transformation at scale.

  • You have an analytical and curious mindset - you understand support metrics and you’re not afraid to question ‘why’. Data guides your strategy and you can independently dive into raw data and translate data into actions to explain how your team is progressing according to KPI’s and budget.

  • You have a natural talent and passion for leading people. Ideally, you have experience in leading a multi-layered organization.

  • You enjoy leading and growing a team and making sure your colleagues always understand the purpose of what they do and what defines a great performance.

  • You are committed and enjoy taking on full ownership. You naturally take the lead and orchestrate the necessary changes to reach KPIs, and you are not afraid to roll up your sleeves when needed. 

  • You are fluent in Norwegian and English.

  • Experience working with live operations is a big advantage. Having previous exposure to working both in big corporations and fast-moving startup environments is a plus. 

Next steps

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! Along with a competitive salary and benefits, you will also be eligible for our stock option plan. 

If you have any further questions about the position before submitting an application, you can turn to:

Kristin Liiksaar, Talent Acquisition Partner - ta-nor@wolt.com.

About Wolt

Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to your home or office. Wolt works together with over 30,000 restaurant and retail partners as well as with over 60,000 courier partners across 23 countries and 129 cities. 

Our apps (iOS and Android) have the industry’s highest reviews, largely because of our customer-centric approach to how we build our products and operations. For example, our customer service team responds in a matter of seconds, in the customer’s own language.

We’ve raised more than €707M in financing from renowned U.S. and European based investors, such as ICONIQ Capital, Tiger Global, DST, Prosus, KKR, Coatue, 83North, Goldman Sachs, Highland Europe and EQT Ventures & EQT Growth, among others. We've also been fortunate enough to receive some appreciation and recognition for our hard work along the way: Apple selected Wolt’s app as their Editors' Choice, Wired named the company one of the "Hottest Startups in Europe," Forbes included our CEO Miki Kuusi on its 30-under-30 in Consumer Tech list, and the Nordic Startup Awards named Wolt Company of the Year.

In 2020, the Financial Times named us Europe’s second fastest growing company. We’re still expanding rapidly and are looking for more talented individuals to join us. If you are passionate about cutting-edge technology, great food, and making an impact in your city, then Wolt just might be for you.

 

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