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Operations Specialist

Riga, Latvia; Tallinn, Estonia; Vilnius, Lithuania

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

  • Build and optimize onboarding communication flows using Iterable, in close collaboration with our CRM team.
  • Draft, review and co-own copy that nudges couriers through every stage — from the first application to being a ready courier partner. 
  • Map processes and funnel journeys using tools like Miro, or similar, identifying inefficiencies and proposing improvements.
  • Track and report on funnel performance using Looker and Google Sheets — you’ll build dashboards that show how we’re converting, where we’re stalling, and what needs attention.
  • Support funnel strategy decisions: When we need more couriers, accelerate; when supply is full, keep potential partners engaged and incentivised.
  • Collaborate with the Associate Operations Manager to define, own, and deliver KPIs related to funnel speed, conversion, and points of disengagement.
  • Work cross-functionally with legal, local ops teams, the courier experience team, and regional leads to ensure flows meet compliance requirements and market realities.

📈 What success looks like

  • Our onboarding funnel has clear, data-informed communication, with well-timed nudges and messaging.
  • Courier partners move through the process faster and more smoothly, and when they don’t, we know exactly why.
  • Each market’s onboarding journey is mapped and optimized, with local nuances respected but unnecessary complexity removed.
  • We have a clear view of performance across markets, and we act on it — proactively.
  • Our communication flows feel human, warm, and helpful, even when automated.

🙋 Our humble expectations

  • You’ve got 2+ years of experience in operations, CRM, onboarding, or similar high-volume funnel roles, ideally from a tech-space.
  • You’re comfortable building lifecycle flows in CRM tools (Iterable or similar) and collaborating closely with CRM specialists.
  • You write with clarity and empathy, especially when communicating processes to a wide, non-technical audience.
  • You’ve used tools like Miro, or similar to map out processes and spot improvements.
  • You’re highly competent in Looker and Google Sheets — slicing, filtering, dashboarding, and drawing conclusions comes naturally.
  • You’re not a data scientist, but you’re data-driven — you build, test, learn, and iterate.
  • You’re curious, resourceful, and thrive in a fast-paced environment where ownership is key.
  • You thrive in cross-functional settings, aligning with stakeholders across ops, product, and legal to get things done.
  • You’re strategic when needed, but also happy to execute with speed and precision.
  • You likely bring experience from roles such as:
    • Lifecycle/CRM Specialist (with an operations mindset)
    • Onboarding/Activation Manager in a marketplace or gig-economy company
    • Funnel or Conversion Ops Specialist
    • Customer Communications or Experience Specialist with cross-functional scope

🌟 Bonus Points If You

  • Have experience with KYC or document verification tools (e.g., Onfido)
  • Know what it’s like to balance a "need-based" funnel — one that can’t always move people forward instantly yet may be highly dynamic
  • Have built onboarding journeys or communication flows across multiple markets with local compliance needs

If you're excited about making onboarding of new courier partners smarter, faster, and more human (and doing it at scale), 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.

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