Onboarding Team Lead, Germany

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. ## About the Team Wolt's Shared Service Center in Budapest is home to a team of 40 people who keep our operations running across markets. Ten of them focus on one mission: getting German merchants to live on Wolt quickly and correctly. They own the onboarding journey from the moment a partner signs to the day they start receiving orders. Now we're looking for someone to lead them. As Onboarding Team Lead, you'll be based in Budapest and work closely with our Onboarding Operations team in Germany, reporting to the Global Head of Business Process Outsourcing Management. You'll lead a team of 12 FTE, own the German onboarding pipeline, and make sure every partner gets a smooth, high-quality start on Wolt. The team is experienced and established, and it's ready for a leader who can raise the bar on speed, quality and process, while being its biggest advocate. ## What you’ll be doing You'll be responsible for how quickly and how well German merchants are onboarded onto Wolt. That means leading the people, owning the pipeline, and keeping a close eye on the numbers. You'll build a solid understanding of the full onboarding landscape, including POS integrations, gear workflows, commission changes and offboarding. You'll also be the go-to person when things get stuck. ### Day-to-day in this role you’ll: - Lead, coach and develop a team of 12 FTE onboarding specialists, support them daily, and spot knowledge gaps and training needs. - Own the onboarding pipeline so it always reflects reality. New venues are assigned the same day, follow-ups and on-hold reasons stay up to date, and stalled cases get escalated or offboarded instead of left open. - Track the team's key onboarding KPIs, such as time to onboard and new live venues, so you always know where the team stands and can flag deviations early. - Work with Sales, Account Management, Product and the Onboarding Operations team in Germany to escalate blockers early and improve how we onboard. - Keep data quality high by validating issues yourself before escalating, sharing bug reports daily, and making sure partner information is accurate and complete. - Plan team capacity ahead of holidays, business trips and short weeks so no partner is ever left without an owner. ## Our humble expectations - You have at least 2 years of experience leading a team of 8 or more people, including setting clear performance expectations and following up on them. - You have 3+ years of experience in operations in a fast-paced environment such as a marketplace, e-commerce or a shared service center. - You're fluent in both German and English, written and spoken, because you'll work daily with German partners and stakeholders. - You're comfortable working with data and use KPIs and dashboards to understand performance and make decisions. - You're structured and detail-oriented, and you keep pipelines, timelines and data accurate without being chased. - You take ownership, spot opportunities to improve processes, and drive changes independently. ## What we offer - A key leadership role shaping how merchants in one of Wolt's biggest markets join the platform. - A team that's already up and running, so you can focus on raising the bar rather than starting from scratch. - Close collaboration with teams across Germany and Budapest, plus visibility across Sales, Account Management and Product. - Career growth opportunities in a fast-growing company, backed by comprehensive internal training. ## 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) .*