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Wolt is a delivery platform operating in over 500 cities across 30 countries. The company is building employed courier operations infrastructure across multiple geographies, currently spanning Finland, Germany, and Croatia at different stages of maturity.
The Workforce Operations Coordinator role is the operational backbone of Wolt's Croatia courier operation. This is an individual contributor position responsible for ensuring shifts are filled accurately, attendance is tracked, training is completed, and external support teams execute to standard. The role sits at the intersection of operations, people, legal, and compliance, working in a fast-moving environment with regulatory and operational uncertainty.
Key responsibilities include:
**Shift and Supply Execution:** Execute courier supply hours and shift allocation processes accurately and on time. Monitor shift attendance, no-shows, and late cancellations, logging patterns consistently and flagging recurring issues with supporting data. Identify supply and attendance drivers creating operational risk and escalate to the Country Lead with clear context.
**External Team Coordination:** Coordinate day-to-day work of external team members supporting shift attendance, performance follow-up, courier training, cash collection, and other operational processes. Guide external teams on task prioritization, SOP adherence, and new process onboarding. Review execution quality and productivity; identify recurring errors, gaps, or training needs and address them at source.
**Training and Health & Safety Execution:** Coordinate courier upskilling and training activities related to performance improvement, new operational models, health and safety requirements, and process changes. Drive execution of health and safety operational requirements, ensuring courier readiness, communications, training completion, and follow-up actions are tracked. Maintain accurate records for training compliance, health and safety actions, and external team outputs.
**Courier Reach-outs and Operational Follow-up:** Execute courier reach-outs related to attendance, reliability, training completion, and operational follow-up clearly and within agreed SLAs. Support the Workforce Specialist by providing complete, accurate attendance and reliability data for couriers in performance processes. Escalate sensitive cases, unclear situations, or repeated SOP deviations to appropriate stakeholders.
Clear boundaries: This role does NOT own courier performance management processes, make final decisions on disciplinary matters or terminations, own supply planning strategy or workforce planning design, own health and safety policy, or manage the Workforce Specialist.
Croatia is Wolt's most established employed courier market with mature processes, a demanding legal framework, and low margin for error on attendance documentation and training compliance. The function is evolving toward leaner, more automated operations with less manual coordination and more targeted operational ownership.
**Requirements:**
- Experience in an operational coordination role with end-to-end process ownership and execution under pressure
- Comfort managing external teams or third-party partners; ability to set expectations, review output, and address gaps
- Good data habits: ability to maintain accurate trackers, spot patterns in attendance logs, and identify anomalies
- Practical approach to processes; proactive problem-solving mindset
- Fluency in Croatian and English (courier-facing communication in Croatian; wider team operates in English)
- Up-to-date resume in English required for application
