SSC Operational Excellence Team Manager

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 or strategic initiatives in a fast-paced environment. Strong analytical skills with the ability to interpret data and make evidence-based decisions. Excellent stakeholder management and cross-functional collaboration skills. A structured approach to planning, prioritization, and project execution. Confidence working with KPIs, operational metrics, and continuous improvement initiatives. Excellent communication skills and the ability to influence without direct authority. Full professional proficiency in both spoken and written English and Georgian The following expertise is a big plus: Experience leading complex, cross-functional projects. Ownership of technology-driven or operational transformation initiatives. Experience working with AI-enabled solutions, tooling, automation, or platform implementations. Exposure to global…