(Associate) Manager, Quality, New Verticals

At Wolt, we help local merchants reach more customers, and the New Verticals teams make sure those partners have a great experience working with us. You'll join the Quality team in New Verticals EMEA, which works across both regional and global levels to improve how we support, onboard and grow our merchant partners across all of our markets, including Wolt and Deliveroo.

You'll sit at the intersection of merchants, account management, and our support and quality organizations. You'll work on large, cross-market initiatives and partner closely with our regional teams and global heads.

What you'll be doing

This role is about taking a global view of merchant quality and operational excellence, and turning what you find into initiatives that make best practices. You contribute to our quality targets – most importantly reducing items not found and cancellations, and improving efficiency and product substitutions. You'll own the initiatives and projects you drive, for instance occasions and go-to-market, and you'll work hands-on with the internal team stakeholders, while staying close to the merchant experience.

Day-to-day in this role you'll:

• Act as the point of contact and build feedback loops between merchant-facing teams, product and customer support, helping resolve defects and recurring issues at a global level
• Drive product rollouts across markets, informing and training Account Managers and ensuring merchants are set up for success
• Analyse how things work in practice across regions, spotting and grouping similar issues and feeding those insights back to the right teams
• Lead global and cross-regional initiatives such as occasions and best practices, working with regional heads to improve performance in their markets
• Collaborate with specialists across countries, running initiatives together
• Use data and AI tools to analyse, automate and prototype solutions yourself, rather than waiting on others

Our humble expectations

• Confident working with data. You can pull, analyse and draw conclusions on your own
• Comfortable using AI tools and prompting to automate work and speed up analysis, while knowing they're a starting point and not a replacement for judgment
• Strong communication skills, with the ability to work with stakeholders from different markets and levels of seniority
• Solid project management skills and a track record of taking initiatives from idea to delivery
• A generalist mindset: you're curious, pick things up quickly and are happy to dig into the details
• A strong sense of ownership and a drive to go beyond what's expected
• Fluent English both written and spoken. 

What we offer

• Global visibility: work on initiatives that impact many markets and collaborate directly with global heads
• A real opportunity to make an impact and shape how we work with merchants worldwide
• A clear growth path. Many people in this role move on to take regional ownership or product ownership