(Senior) Operations & AI Lead (f/m/x)

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. Do you enjoy challenging the status quo and owning development projects that change the way things are done? Are you a problem‑solver with strong analytical skills who is just as comfortable in the data as you are getting buy‑in from people? Are you a team player who is not afraid of responsibility and ownership? If yes — read on! Wolt is a technology company best known for restaurant food delivery. We’re on a path to make Wolt the preferred everyday shopping destination, the place people turn to for whatever they need, whenever they need it.  New Verticals, such as grocery and pharmacy, and Wolt Drive, our delivery-as-a-service, are key drivers of our growth. In this role, you get to shape the future of Wolt by improving New Verticals and Drive businesses. WHAT YOU’LL BE DOING New Verticals (NV) and Drive Operations is a newly established function within our Global Delivery Operations team. You will be the second person to join this function, in which our focus is on managing the trade-offs between NV & Drive costs and quality. We work directly with the NV & Drive leadership teams and the Regional Delivery Operations teams. You will own projects that allow us to achieve our growth and profitability targets.  DAY-TO-DAY IN THIS ROLE YOU’LL:  * Own operational development initiatives end‑to‑end that improve how efficiently and reliably we deliver New Verticals and Drive orders — for example, reducing the unnecessary cloning of orders across multiple couriers, or reducing vehicle misreporting so the right couriers are matched to the right orders. * Analyze data, build and maintain the dashboards and tracking for our core operational metrics (e.g. delivery cost efficiency and delivery times), and turn analysis into clear, actionable recommendations. * Take initiatives from hypothesis to scale: size the opportunity, design the operational rules and guardrails, run pilots, and sequence rollouts across cities and countries. * Win cross‑functional buy‑in: align stakeholders who don’t report to us (Support, Regional delivery operations, Merchant and commercial teams) behind clear, data‑backed proposals. OUR HUMBLE EXPECTATIONS * Ability to own projects and drive them over the finish line independently, from idea to measurable impact. * Strong analytical skills: comfortable analyzing, modelling and visualising data with spreadsheets/similar to find insights and make decisions * AI fluency: experience with tools like Claude Code, Cursor and curiosity for leveraging AI to enhance your work. * Collaborative spirit and the ability to thrive in a cross-functional, dynamic environment. * A structured, self‑critical thinker who separates assumptions from facts, sweats the details, and doesn’t stop until there’s clarity. * A strong communicator who can influence and align people across teams without formal authority. * A bias to action — progress over perfection — and comfort operating in a fast‑paced, ambiguous, scale‑up environment. * Fluent in English. WHAT WE OFFER You'll join a newly established global team with plenty of room to shape how we work. As one of the first members of the function, you'll own high-impact initiatives from idea to rollout, working closely with Delivery Operations, New Verticals and Drive leadership. If you're motivated by solving complex operational problems at scale and seeing your ideas turn into measurable results, you'll find plenty of opportunities to make an impact here. NEXT STEPS If you’re excited about the opportunity, we’d love to hear from you! Please submit your application and resume in English. The deadline for applications is end of day Tuesday July 21st. The interview process begins with a conversation with Talent Acquisition, followed by a meeting with the hiring manager. As a final step, you'll present a take-home assignment. OUR COMMITMENT TO DIVERSITY AND INCLUSION We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

TOGETHER, WE SHAPE THE FUTURE OF HEALTHCARE We are looking for you as a Senior Operational Excellence Specialist to support our Operational Excellence team in Berlin.   As Senior Operational Excellence Specialist, you take on a central role in the further development, scaling, and continuous optimization of our operational processes in Customer Operations at Doctolib Germany. With a clear focus on Customer Care, you identify and implement both tactical and strategic improvements together with Customer Care, always with the goal of sustainably increasing our service quality and customer satisfaction. You work closely with management as well as relevant interfaces, use data-driven analyses and KPIs as the basis for well-founded decisions, and ensure transparent, impactful reporting. YOUR RESPONSIBILITIES * Performance monitoring and management: You develop tactical and strategic KPIs and set up automated dashboards to measure and manage Customer Operations performance * Process improvement: You analyze existing processes, uncover weaknesses and inefficiencies, and implement sustainable process improvements, including tooling and automation * AI-driven process design: You rethink Customer Operations workflows and design them with AI. You identify tasks with high automation potential, conceive the interplay between humans and AI agents as one system, and step by step elevate processes to a higher level of automation and quality * Budget planning: You create budget, cost, and capacity planning for Customer Care, manage it based on data, and specifically identify efficiency potential to ensure consistently high service quality with optimal use of resources * Data-driven decision-making: You ensure that operational decisions are made on the basis of sound analyses and clearly defined KPIs. You foster a culture of Operational Excellence across the entire team while always keeping the customer experience in focus * Collaboration & communication: You work closely with all relevant stakeholders and departments to think through and implement process improvements end to end. You present findings and recommendations clearly and appropriately tailored to stakeholders and management, always with an eye on adding value for the Customer Care area YOUR PROFILE Are you convinced that you bring exactly what this position needs? Then we encourage you to apply. Even if you don't meet every single requirement, you might still be exactly the right future Doctoliber for this or other positions!   To become part of our team, you bring the following: * 5+ years of experience in strategy consulting, business performance management, Operational Excellence roles (Sales, Account Management, Operations, Logistics), or similar roles * A proven track record of using data analysis to support business decisions and improve performance, ideally with a strong connection to Customer Care or Customer Operations * Experience leading cross-functional project teams and managing and organizing multiple parallel projects and initiatives * Strong analytical skills and the ability to synthesize complex data into clear, actionable insights * You handle AI tools and agents with confidence, you equip agents with the right context, manage their use responsibly, and assess the quality of their output with sound judgment; ideally, you already have some experience redesigning processes with AI * Excellent communication and presentation skills, with the ability to influence and engage stakeholders at all levels We would also be particularly interested in: * Knowledge of statistics as well as data analysis tools, methods, and software (e.g., MetaBase, Google Sheets); SQL is a plus * Experience with CRM and/or Customer Success tools such as Salesforce; a Lean Six Sigma certificate is a plus * Business-fluent English (minimum C1) as well as solid German skills (minimum B1) required WHAT WE OFFER YOU * A Deutschlandticket sponsored by Doctolib if you work from the office or in a hybrid model * 28 days of vacation + 1 additional day for each full calendar year of employment (up to a maximum of 30 days) * The option to work from abroad for 10 days per year * Supplementary company health insurance with individual additional benefits (including teeth cleaning and more) * A company pension scheme (bAV) with a 40% employer contribution (15% during the probationary period) * Participation in Doctolib's long-term employee share program, DoctoGrowth * The Doctolib Parent Care Program, which includes extra parental leave (1 month) and more * Free mental health and coaching sessions through an external partner * In addition to healthy snacks and a regular breakfast buffet, we offer meal vouchers * A subsidized sports program with our partner Urban Sports Club * For caregivers and employees with disabilities, an offer including more flexible working hours, additional medical leave, and psychological support THE INTERVIEW PROCESS * Interview with your TA Partner * Introductory meeting with our Head of Operational Excellence * Peer interview * Case study with the Director of Operations * Final interview * At least two reference checks by phone JOB DETAILS * Permanent contract * Full-time * Berlin * Hybrid working model (3 days in the office per week) * Starting immediately We pursue the vision of improving everyone's health. This is also reflected in our recruiting. We evaluate applications solely on the basis of qualifications and motivation. We do not tolerate discrimination. The more diverse our team and ideas are, the more our product will be able to improve the health of our users. That's why we invite you to apply, regardless of gender, religion, age, sexual orientation, ethnicity, or disability. To ensure equal opportunity, you can omit information such as photos, age, etc. from your application. Please let us know what accommodations we can make to support you in the best possible way. We look forward to digitalizing healthcare together with you! All information provided will be processed by Doctolib for application management purposes. For details on data processing, please click here. If you have any questions or wish to exercise your rights, please contact hr.dataprivacy(at)doctolib.com. #LI-MZ1