Retail Operations Excellence Manager

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.

What you’ll be doing

As Retail Operations Excellence Manager, you own the operational excellence agenda across a portfolio of priority retail partners in your country. Your core mission is to improve Perfect Order Fulfillment Ratio (POFR) by reducing UFI, PRE-INF, cancellations, and other store-level reliability issues. You diagnose and define net-new improvement workstreams where none exist, lead cross-functional projects end-to-end with minimal guidance, and turn root-cause insights into scaled operational programs.

Day-to-day in this role you’ll

Performance Management

• Track and analyze POFR and its key operational drivers, especially UFI, Merchant Cancellations, PRE-INF, Substitution %, and store-level reliability signals.
• Define the  improvement roadmap across priority merchants, prioritising where the biggest POFR gains sit, and identify the root causes behind weak operational performance.
• Lead recurring operational reviews with priority merchants and follow up on agreed actions until improvement is sustained.

In-Store Operations

• Conduct regular store visits, picker coaching, and staff training using the global store visit and operational excellence materials.
• Build and maintain strong working relationships with store managers, regional managers, and merchant operational counterparts.

Operational Improvement Projects

• Own end-to-end delivery of cross-functional operational workstreams — substitution guidance, picker workflows, inventory and data-quality improvements,.
• Run pilots with merchants, capture learnings, and share clear recommendations to improve picking efficiency, substitution behavior, inventory accuracy, and item data quality.

Cross-Functional Collaboration

• Represent retail operations in product and analytics discussions such as metric definitions, substitution flows, and availability logic, and influence roadmap priorities on behalf of the cluster.
• Work closely with Cluster Heads, Regional Retail Ops, Product, Support;
• Partner with Account Managers to secure merchant commitment, align on priorities, and support operational improvements.

Our humble expectations

• Proven track record in driving commercial growth and optimizing performance within retail or partner management environments;
• Solid negotiation skills with experience re-negotiating commercial terms to build sustainable, mutually beneficial partnerships;
• Experience collaborating cross-functionally with Sales, Operations, and Merchant Services teams to align objectives and streamline processes;
• Results-oriented, proactive, and adaptable to a fast-paced, evolving business environment;
• Passionate about using insights and data to deliver measurable business impact and long-term partner value;
• Excellent communication skills, fluency in Romanian and  English is a must;

What we offer

• A fast-growing tech company with lots of career opportunities, both locally and internationally;
• Medical subscription – Regina Maria;
• Meal tickets;
• Monthly budget for sports activities;
• Employee Assistance Programme - therapy and wellbeing;
• Employee discount on all Wolt orders.

Next steps

If you're ready to learn, contribute, and grow within a collaborative environment, we’d love to hear from you!

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.