At a Glance
- Tasks: Lead a team to enhance customer support tools and improve service delivery.
- Company: Join DoorDash, Wolt, and Deliveroo in transforming customer experiences globally.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Dynamic role with a focus on innovation and collaboration across diverse teams.
- Why this job: Shape the future of customer experience with innovative technology and a global impact.
- Qualifications: 7+ years in strategy and operations, strong analytical and project management skills.
The predicted salary is between 63000 - 77000 £ per year.
The Customer Experience team's mission is to be the reason customers keep coming back to DoorDash after they experience a defect with their orders. We do this by redefining customer support and creating experiences that solve customer problems while building trust. We believe that by creating interactions that are effective, empathetic, and highly personalized, our merchants, dashers, and consumers will continue to choose DoorDash as we empower local economies around the world.
As DoorDash, Wolt, and Deliveroo come together on a unified global platform, we're transforming how customer experiences are delivered around the world. By combining advances in AI with deep operational expertise, we're building products that enable exceptional experiences at global scale while preserving the unique needs of local markets.
About the Role: We're looking for an experienced Strategy and Operations leader to lead one of the most strategic areas within Customer Experience. As AI rapidly changes how customer experiences are delivered, you'll define how intelligent automation, rich context, and human expertise come together to create faster, more personalized, and more effective outcomes.
A core part of this role is understanding the unique needs of local markets and translating them into globally scalable products. You'll work closely with regional teams to uncover operational, cultural, and language nuances, then build shared capabilities that deliver a consistent global experience while remaining flexible enough to meet local needs.
Working closely with Product, Applied AI, Data Science, and Operations, you'll define the long-term strategy for this Associate Tooling and help shape the future of Customer Experience across Wolt and Deliveroo.
You’re excited about this opportunity because you will…
- Lead a team of program managers and specialists in deploying and maintaining Associate Tooling for our in-house and BPO teams - nearly 10,000 agents in all - providing live support to customers for DoorDash EMEA (brands Wolt and Deliveroo).
- Partner with product teams to set the direction and roadmap for associate tooling, including Astra (our case management tool), voice connectivity, real-time management tools and associate co-pilot solutions.
- Identify, test, deploy and maintain external solutions that complement our in-house product suite.
- Lead cross-functional initiatives to improve CSAT, handling time, first response time, refund policy adherence and other associate level performance metrics through optimization of tools, processes and practices.
- Lead and mentor your team, fostering a culture of innovation, operational excellence, and accountability.
We’re excited about you because you have…
- Experience in Strategy & Operations – 7+ years of experience in program management, consulting, strategy, or operations with strong preference for experience with support systems or support setup. A track record of driving growth, optimizing processes, and leading cross-functional initiatives in a fast-paced environment. Experience in tech or ecommerce is a plus, but not required.
- Data-driven & Analytical – Strong skills in analytics, research, and problem-solving. You use data to drive strategy, monitor performance, and uncover improvement opportunities.
- Project Management & Execution – Ability to lead projects, work cross-functionally, and manage multiple priorities. You thrive in structured problem-solving and have a bias for action.
- Excellent Communication – Strong storytelling and data-backed decision-making. You communicate insights and strategic visions clearly at all levels.
- Stakeholder Management – Experience working with regional teams, product managers, and leadership to drive alignment and impact.
- Tooling – Proficiency in Looker, SQL, or similar business analytics tools to extract insights and drive action is a plus.
- Additional Requirements – Fluency in English and valid EU work authorization.
Associate Tooling Manager employer: Wolt
Wolt is an exceptional employer that fosters a dynamic and innovative work culture, perfect for IT professionals looking to make a significant impact in global device management. With a strong emphasis on employee growth, Wolt offers ample opportunities for skill development and career advancement, all while working in a collaborative environment that values creativity and technical expertise. Located in a vibrant city, employees enjoy a unique blend of professional challenges and a supportive community, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Associate Tooling Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wolt. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wolt before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Associate Tooling Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wolt:Your cover letter is your chance to shine! Tell us why you want to work at Wolt specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wolt!
How to prepare for a job interview at Wolt
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
