Content, Training & Quality Manager – Vendor & Merchant Operations

Job description

## 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. Wolt is a technology company that makes it easy to discover and get the best of your city delivered to your door. Founded in Helsinki in 2014 and now part of DoorDash, we operate in 30+ countries, connecting customers with local restaurants, grocery stores and retailers through our app and delivering it all through courier partners. Three groups make that marketplace work: the customers who order, the courier partners who deliver, and the merchants who sell. This role sits on the merchant side. Merchant Operations owns the support experience for our restaurant, grocery and retail partners, covering everything from onboarding and menu management to the day-to-day operational issues that come up while they're trading. That support is delivered through a combination of internal Wolt Operations teams and external BPO partners. ## What you’ll be doing As part of our Merchant Operations team, the Content, Training & Quality (CTQ) Manager plays a key role in making sure that the people who support our merchant partners know exactly how to do the work, and do it consistently. This is a global role: your audience is both our external BPO agents and our internal Operations team across 30+ Wolt countries. ## Day-to-day in this role you’ll: - **Content Ownership:**Build and maintain the process documentation, SOPs, and knowledge-base articles behind Merchant Operations workflows. Consolidate what exists today into one coherent, findable, and trustworthy source, and keep it current as processes change. - **Training Design & Delivery:** Organise, facilitate, design and/or deliver onboarding and upskilling programmes for internal operations teams and external BPO agents — live sessions, workshops, and self-serve modules in Cornerstone. You'll apply sound instructional design: define what someone needs to be able to do, build the shortest path to getting them there, and measure whether it worked. - **Stakeholder Management:** Work across operations team leaders and process owners to understand how each process actually runs, align on what "correct" looks like, and drive adoption of new or updated ways of working. You will influence without direct authority, which makes this a core part of the role rather than an add-on. - **Build the Quality Framework**: Establish our quality assurance approach from the ground up, together with the Operations team — defining what gets checked, how it's scored, and how often. Then close the loop by translating what the checks surface into the next round of content and training improvements. - **Continuous Improvement & Scale:** Proactively identify where unclear process, content, or training is driving errors, rework, or long handling times, and close those gaps before they become escalations – staying close enough to the work, through quality reviews, agent feedback and performance data. You’ll design CTQ for reuse and consitency across 30+ countries and multiple delivery partners rather than rebuilding market by market, while leaving room for genuine local differences. ## Our humble expectations: - **Experience**: 3–5 years in operations, learning & development, process enablement, or customer support — preferably in a marketplace, e-commerce, delivery, or other fast-paced operational environment. We're open on background: what matters is that you've built content and training for people doing repeatable operational work. - **Content & Training:** 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 spot where processes are breaking down and prioritise what to fix first. - **Ownership:** Ability to work independently in an ambiguous environment, set your own starting point, and drive changes through to adoption without close direction. Mess doesn't paralyse you — you sequence a clean-up, make concrete decisions on the best available data, and get on with it. - **Teaching Instinct:** You're a natural simplifier who'd rather write three clear pages than fifteen thorough ones, and you adapt how you teach to the audience in front of you — including stakeholders more senior than you. You build trust quickly with operational teams and can get busy people to give you what you need.**Bonus points** Experience with BPO or outsourced operations teams, or setting up a quality assurance framework from scratch. ## What we offer - **A blank page, not a maintenance job.** A global quality assurance framework doesn't exist yet — you'll build it from the ground up with the Operations team, and consolidate scattered documentation into something people actually trust and use. - **Genuine global scope at IC level.** Your work reaches internal Operations teams and external delivery partners across 30+ countries, with exposure to the wider DoorDash network. - **Measurable impact.** This isn't content that disappears into a wiki — you'll see handling times, error rates, and agent confidence move as a direct result of what you build. - **Real autonomy.** You set the roadmap and decide where to start. No one looking over your shoulder. - **Career growth in a fast-moving sector.** A dynamic environment at the centre of delivery and e-commerce, with room to grow as the function you're building matures. - **Salary package and benefits**, plus discounts on Wolt orders. ## 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. *Beware of recruitment scams: DoorDash, Deliveroo, and Wolt will never ask you to pay money or share sensitive financial information during hiring — learn more about our legitimate recruiting process at [Recruitment Scam Awareness - DoorDash](https://careersatdoordash.com/recruitment-scam-awareness) .*