Senior Program Manager, Customer Experience and Defect Elimination

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. About the role Every contact that reaches a customer support agent, and every credit issued to customers, represents a defect somewhere in our system. This role exists to help find those defects, trace them to their source, and work with the teams responsible to eliminate them at a systemic level. This is a high impact senior program management role within the EMEA Customer Experience organisation, reporting to the Director of Defect Elimination and Customer Experience. The Senior Program Manager is accountable for turning customer experience signals from Wolt and/or Deliveroo markets into clear, actionable insight, and for driving the resulting fixes through to resolution with partner teams. What you’ll be doing You will own the delivery of the defect elimination program across EMEA, including application of the defect driver taxonomy to identify where defect rate concentrates, and where customer outcomes are worst. You will build a clear, prioritised list of issues for partner teams to work through. You will represent the voice of the customer in the rooms where decisions get made about your markets. That means preparing and presenting data in product reviews, weekly/monthly business reviews and planning sessions, so the cost of poor customer experience is concrete and attributable, and so partner teams understand what is being asked of them and why. You will build working relationships with partner teams in engineering, marketplace operations, courier operations, and finance, and you will track the fixes they commit to through to completion. You will feed results back into the program so everyone can see what worked, and to ensure defects are eliminated for good. You will maintain and improve the data infrastructure and reporting that underpins this work, ensuring customer experience insights are credible, available and actionable. Our humble expectations The right person for this role has spent time inside a large-scale customer experience or operations function, and has direct experience translating customer defects through identification, root cause analysis and resolution. They are comfortable working with imperfect data, and they know how to build a credible case when the evidence is directional rather than conclusive. Strong anal