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Wolt is a technology-driven marketplace connecting customers, couriers, and merchants across 30+ countries. This role sits within Merchant Operations, which supports restaurant, grocery, and retail partners through a combination of internal teams and external BPO partners.
As Content, Training & Quality Manager, you will own the enablement and quality assurance function for the people who support Wolt's merchant partners globally. This is a foundational role: the quality assurance framework does not yet exist, and you will build it from the ground up alongside the Operations team.
Key responsibilities:
**Content Ownership**: Build and maintain process documentation, SOPs, and knowledge-base articles for Merchant Operations workflows. Consolidate fragmented documentation into one coherent, findable, and trustworthy source, keeping it current as processes evolve.
**Training Design & Delivery**: Organize, facilitate, design, and deliver onboarding and upskilling programs for internal operations teams and external BPO agents. You will use sound instructional design principles—defining what people need to do, building the shortest path to competency, and measuring outcomes. Delivery includes live sessions, workshops, and self-serve modules in Cornerstone.
**Stakeholder Management**: Work across operations team leaders and process owners to understand how processes actually run, align on standards, and drive adoption of new ways of working. You will influence without direct authority, making this a core competency.
**Quality Framework**: Establish a quality assurance approach from scratch—defining what gets checked, how it's scored, and frequency. Close the loop by translating quality findings into the next round of content and training improvements.
**Continuous Improvement & Scale**: Proactively identify where unclear processes, content, or training drives errors, rework, or long handling times. Design solutions for reuse and consistency across 30+ countries and multiple delivery partners, while accommodating genuine local differences. Stay close to the work through quality reviews, agent feedback, and performance data.
You will have genuine global scope at an individual contributor level, with your work reaching internal teams and external partners across 30+ countries and exposure to the wider DoorDash network. You will set your own roadmap, decide where to start, and operate with real autonomy. Impact is measurable: you will see handling times, error rates, and agent confidence move as a direct result of your work.
**Requirements**:
- 3–5 years of experience in operations, learning & development, process enablement, or customer support, preferably in a marketplace, e-commerce, delivery, or other fast-paced operational environment
- Demonstrated experience creating operational content (SOPs, process documentation, knowledge-base articles) and designing and delivering training to distributed, multicultural teams
- Formal instructional design or adult learning knowledge is a strong plus
- Analytical mindset: comfort working with quality and performance data to identify process breakdowns and prioritize fixes
- Ability to work independently in ambiguous environments, set your own starting point, and drive changes through to adoption without close direction
- Natural simplifier who can communicate clearly and adapt teaching style to different audiences, including senior stakeholders
- Ability to build trust quickly with operational teams and extract what you need from busy people
- Bonus: experience with BPO or outsourced operations teams, or setting up a quality assurance framework from scratch
