Service Delivery Manager
5 days ago
We're looking for a skilled Service Delivery Manager to join our team at Wolt. In this role, you'll lead a team of Support Associates and be responsible for mentoring and managing them.
Your primary goal will be to create an environment where the team can develop through encouragement and empowerment. You'll provide performance feedback and ensure your team meets their KPIs.
Operational management is key in this position. You'll set the structure and direction, develop clear guidelines, and empower your team to handle high-quality interactions with couriers, customers, and restaurants.
A strong leader sets the standard. You'll lead by example and raise the bar for customer service and support. Your targets will align with company goals, and you'll walk the extra mile to beat new records.
Data-driven decision making is essential in this role. You'll look for patterns and insights, translate them into actions, and improve processes.
You'll work closely with other teams to meet customer needs and satisfaction while creating engaged customers. Knowing the inner mechanics of our customer service systems and journeys, you'll collaborate to deliver exceptional experiences.
This is a fast-paced environment, and we need someone who can relate and communicate effectively with our customers (couriers, customers, and merchants).
You'll contribute to growth and evolution by improving recruitment processes, implementing changes, and measuring progress.
Our Expectations- You have leadership experience from a customer service role in a high-paced environment.
- You are structured and data-driven, using insights to inform actions.
- You're passionate about customer experience and enjoy working with people.
- You bring positive energy and a 'can-do' attitude to the team.
- You know how to motivate your team to provide excellent service.
- You're tech-savvy and enjoy learning and teaching others how to use tools.
- You can think on your feet and balance conflicting priorities.
- You're fluent in Norwegian and English, speaking and writing with clarity and purpose.
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