Operations Specialist, Courier Experience
As an Operations Specialist in the Courier Experience team at Wolt, you will play a strategic role in shaping the end-to-end experience of our courier partners—from onboarding and engagement to satisfaction and retention. This position is based in Ramat Gan, Israel, and offers an opportunity to influence how Wolt designs and delivers the courier experience nationwide.
Your key responsibilities will include designing and executing large-scale projects that enhance the overall courier journey, from app usability to well-being programs, with measurable impacts on engagement and satisfaction. You will define and implement social media and community strategies, build and manage inclusive digital communities, and establish the official tone of voice for all courier-facing communications. Additionally, you will manage and optimize digital platforms to maximize their potential as communication and engagement hubs.
The role requires analyzing complex data from various sources to identify friction points and transform insights into concrete initiatives. You will act as the voice of the courier to the Product team, translating qualitative feedback and data analysis into clear recommendations to influence the product roadmap. Tracking key metrics such as Net Promoter Score (NPS), retention, and social engagement, and providing regular reports and strategic recommendations to leadership, will also be part of your responsibilities.
To be successful in this role, you should have over four years of proven experience in a strategic role focused on Community Management, Social Media Management, or Customer/User Experience, ideally in a fast-paced tech or gig-economy company. Experience in building and scaling digital communities from the ground up, with a deep understanding of social media platforms and strategy, is essential. Demonstrated success in managing large-scale, cross-functional projects from conception to completion, and the ability to use data and analytics to build business cases and influence a product roadmap, are also required.
Wolt offers a dynamic and fast-paced work environment where you will be challenged and have the opportunity to learn and grow. You will work with passionate, caring, and down-to-earth colleagues who are committed to creating technology that brings joy, simplicity, and earnings to neighborhoods around the world.