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Wolt is a delivery platform operating in over 500 cities across 30 countries. The company's Shared Service Center in Budapest houses a 40-person operations team, with a dedicated 12-person unit focused on onboarding German merchants onto the Wolt platform.
You will lead this 12-person onboarding team based in Budapest, reporting to the Global Head of Business Process Outsourcing Management. Your core responsibility is ensuring German merchants experience a smooth, high-quality onboarding process from contract signature to first order receipt. You will own the entire onboarding pipeline, manage team performance, and serve as the escalation point for blockers.
Day-to-day responsibilities include:
- Leading, coaching, and developing 12 onboarding specialists; identifying knowledge gaps and training needs
- Owning the onboarding pipeline to ensure accuracy and timeliness; assigning new venues same-day, maintaining up-to-date follow-ups and on-hold reasons, escalating or offboarding stalled cases
- Tracking key KPIs such as time-to-onboard and new live venues; flagging deviations early
- Collaborating with Sales, Account Management, Product, and the Germany-based Onboarding Operations team to escalate blockers and improve processes
- Maintaining high data quality by validating issues before escalation, sharing daily bug reports, and ensuring partner information accuracy
- Planning team capacity around holidays and business trips to ensure continuous partner support
The team is established and performing; your role is to raise the bar on speed, quality, and process while advocating for the team.
REQUIREMENTS:
- Minimum 2 years leading a team of 8+ people, including setting and following up on performance expectations
- 3+ years operations experience in fast-paced environments (marketplace, e-commerce, or shared service center)
- Fluent in German and English (written and spoken) for daily interaction with German partners and stakeholders
- Comfortable working with data; proficient using KPIs and dashboards for performance analysis and decision-making
- Structured, detail-oriented approach; ability to maintain accurate pipelines, timelines, and data independently
- Ownership mindset; ability to identify process improvement opportunities and drive changes independently
