Head of Shared Service Center - Georgia

Summary of the Role

The Head of the Georgia Shared Service Centre leads Wolt and Deliveroo's largest centralised support hub, an internal BPO of over 1,250 people that delivers support across multiple markets and languages. Rather than serving one country, the Georgia SSC operates as an internal service provider to Wolt's and Deliveroo's country operations: it takes on their support volume, runs it more consistently and efficiently at scale, and gives each market a reliable, high-standard service it can depend on.

The centre is growing quickly, adding headcount and scope every month. The central focus of this role is to mature the SSC into a genuine, best-in-class contact centre operation: its people, its processes, and its capacity, while bringing attrition down and sustaining a consistently high standard of service across every market the hub supports. Customer support is one of the strongest reflections of the Wolt and Deliveroo brand in each of those markets, and the person in this role keeps that front of mind, knowing that high-quality service is what creates loyal customers, couriers, and merchants. Country teams are treated as the SSC's internal clients: the Head of the Georgia SSC sets clear service levels with them, delivers against those commitments, and continuously demonstrates the value the SSC adds, from an experience, employee engagement, and cost perspective.

Essential Duties and Responsibilities

Operational leadership and service delivery

• Lead and scale the Georgia Shared Service Centre as Wolt and Deliveroo's primary multi-market, multi-country support hub, taking on volume market by market as the hub matures
• Own end-to-end service delivery across all supported markets and channels, ensuring a consistently high standard of service regardless of which country a contact comes from
• Set, agree and deliver against service level agreements (SLAs) and key KPIs, including response and resolution times, quality, and CSAT, with each market the SSC supports
• Execute the SSC's governance model: how markets onboard to the hub, how work is prioritised, how issues are escalated, and how performance is reviewed with internal clients
• Manage the SSC's growth trajectory responsibly, ensuring capacity, quality and infrastructure keep pace with month-on-month volume increases

People management and performance

• Manage the full Georgia SSC organisation of 1,250+ people, including Support Managers, Team Leads and Support Associates, and own performance management end to end
• Mentor, manage and motivate Customer Support Managers to make sure they always seek to raise the bar in their teams
• Lead resource planning and recruitment for a fast-growing, multi-market team of this scale
• Drive continuous development across the SSC, covering market-specific knowledge and cross-market flexibility
• Own the communications and change management process, ensuring SSC employees receive timely updates on business-driven changes, managing the process end to end
• Diagnose and reduce attrition at scale: build the retention strategy, engagement initiatives, and career pathways needed to bring attrition down to a best-in-class level for a contact centre of this size
• Build a strong, engaged culture in the hub, keeping attrition low and quality high as the team scales
• Build a strong foundation for career paths within the SSC, giving employees clear, visible routes for growth, in collaboration with global HR business partners, and identify opportunities for talent growth and development

Process, quality and tooling

• Manage the transition of volume from local teams into the SSC smoothly, with clear knowledge transfer and no drop in service
• Build, improve and manage the processes, guidelines and ways of working needed to run support consistently across many markets from one hub
• Standardise playbooks and knowledge while respecting genuine market-specific requirements, so quality is consistent but not one-size-fits-all
• Own quality assurance for the SSC and partner with tooling and systems teams on the platforms and automation that let the hub scale
• Collaborate with global support development teams on new Line of Business (LOB) opportunities within the SSC, with Global CTQ to ensure quality audit processes are in place, and with global training teams on proper onboarding of Support Associates
• Champion the adoption of automation, AI-assisted support tooling and workforce management systems to improve efficiency and reduce cost to serve

Data, insight and stakeholder management

• Analyse customer support data and generate insights that shape strategies to improve experience and satisfaction across markets
• Set KPIs for the support function, translate data into actions, and ensure internal clients and the wider core team understand how the SSC is progressing against those KPIs
• Work closely with other teams to ensure customer feedback from every market is channelled to the right owners
• Work closely with the Director of SSC and BPO Operations to scale the SSC and align it with Wolt's and Deliveroo's wider support strategy
• Work with the finance team to ensure SSC pricing and financial accountability to local teams remain aligned with agreed terms, following a fair, transparent, cost-conscious approach

Skills and Attributes Required

• Have extensive contact centre or shared service centre leadership experience, including 7+ years managing large, multi-layered teams (Support Managers and their teams)
• Have proven experience running a shared service centre, contact centre, BPO, or similar centralised operation, ideally serving multiple markets or languages at a scale of 1,000+ people
• Have a demonstrated track record of reducing attrition and improving employee engagement in a large, fast-scaling frontline operation
• Have experience managing rapid organisational growth, including workforce planning, recruitment and infrastructure scaling for a fast-growing contact centre
• Be analytically strong and used to making decisions based on data
• Be capable of setting KPIs for the support function, translating data into actions, and making internal clients and the core team understand how the SSC is progressing against those KPIs
• Be able to run the SSC as an internal service provider, setting expectations with country teams, delivering against commitments, and clearly demonstrating value
• Have experience managing cost to serve and driving efficiency in a large-scale support operation
• Have familiarity with contact centre technology, workforce management systems, and support automation or AI tooling
• Have a can-do attitude and enjoy the idea of working in a fast-paced, high-growth environment
• Have a self-starter mindset and a willingness to contribute to hands-on activities
• Be able to collaborate and proactively communicate clearly, both verbally and in writing, with stakeholders across multiple organisations and markets
• Be fluent in English and Georgian
• Be able to prioritise DoorDash, Wolt and Deliveroo culture and values as fundamental elements of growing a successful business

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