Operations Specialist, Courier Experience

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. Wolt is a Helsinki-based technology company with a mission to bring joy, simplicity, and earnings to the neighborhoods of the world. Wolt develops a local commerce platform that connects people looking to order food, groceries, and other goods with people interested in selling and delivering them. Wolt was founded in 2014 and joined forces with DoorDash (NASDAQ: DASH) in 2022. Together, we operate in more than 30 countries today, 28 of which are with the Wolt product and brand. Wolt launched in Israel in November 2018 with 26 restaurants in Tel Aviv. Today, Wolt covers most of Israel’s population across 300+ cities and towns, from Kiryat Shmona to Eilat. Our platform offers an additional sales channel to more than 10,000 Israeli merchants and provides a flexible earnings opportunity to over 20,000 active courier partners. Our team has grown from a few people in a small office to over 1,500 employees across nationwide locations — and we’re just getting started. As a Courier Experience Specialist at Wolt Israel, you will play a strategic role in shaping the end-to-end experience of our courier partners - from onboarding and engagement to satisfaction and retention. You will leverage data, insights, and creative thinking to build scalable programs and initiatives that ensure couriers feel valued, supported, and connected to our mission. This is not just an operational role - it’s an opportunity to influence how Wolt designs and delivers the courier experience nationwide , and to be the professional authority for courier engagement, social media strategy, and community building. You will collaborate cross-functionally with Operations, Product, Support, and Marketing teams to continuously enhance every digital and physical touchpoint for our couriers. Key Responsibilities Experience Community Startegy Own, design, and execute large-scale projects and initiatives that improve the overall courier journey, from app usability to well-being programs, with a measurable impact on engagement and satisfaction. Define and execute the social media and community strategy for our couriers. Build, scale, and manage a thriving, inclusive digital community. Establish and own the official "Tone of Voice" for all courier-facing communications (in-app, newsletters, social media, website), ensuring it is authentic, effective, and builds trust. Manage and optimize the courier website and other digital platforms, maximizing their potential as communication and engagement hubs. Insights Analytics Analyze complex data from all sources (surveys, social media sentiment, roundtables, operational data) to identify friction points and transform insights into concrete initiatives. Act as the "voice of the courier" to the Product team, translating qualitative feedback and data analysis into clear recommendations to influence the product roadmap. Track key metrics (NPS, retention, social engagement), providing regular reports and strategic recommendations to leadership. Engagement Operations Plan and execute impactful events, competitions, workshops, and recognition programs that strengthen the sense of belonging. Partner with the Support team to define and maintain the quality of service, ensuring new features, proc ... (truncated, view full listing at source)