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- Aufgaben: Lead and optimize external support operations for top-notch customer service.
- Arbeitgeber: Join Wolt, where customer support is our heartbeat, ensuring fast and personal service.
- Mitarbeitervorteile: Enjoy a dynamic work environment with opportunities for growth and collaboration.
- Warum dieser Job: Be part of a culture that values empathy and excellence in customer interactions.
- GewĂĽnschte Qualifikationen: Looking for strategic thinkers with strong leadership skills and a passion for customer service.
- Andere Informationen: Work closely with vendors across Central and Eastern Europe to enhance service quality.
Das voraussichtliche Gehalt liegt zwischen 43200 - 72000 € pro Jahr.
We are looking for an empathetic and strategic leader to develop and optimize our external support operations, ensuring seamless, high-quality customer service. As a key player in our support organization, you will drive vendor performance, enhance operational efficiency, and maintain our customer-centric culture across multiple external locations.
At Wolt, customer support is at the heart of what we do, providing fast and personal phone and chat support to customers, couriers, and merchants. As we continue to scale, we have adapted our external support as a hybrid model, combining Shared Service Centers (SSC) with BPO/Vendor partnerships to ensure both efficiency and service excellence.
Our vendor network is well-established across Central and Eastern Europe, and the focus of this role will be on optimizing existing operations. As Vendor and Outsourcing Manager, you will work closely with internal and external leadership, foster strong vendor relationships, and ensure our outsourced teams consistently deliver at a high standard
What you’ll be doing
- Maintaining Service Excellence – Ensure that Wolt’s high customer service standards are upheld across all vendor locations. This means quick response times, emotional intelligence, and a human touch, ensuring our partners align with our culture and customer-first approach.
- Performance Management – Monitor and ensure vendor performance meets expectations by tracking key metrics such as CSAT, response times, and quality scores. Conduct regular business reviews, deep-dive into performance gaps, and work with vendors on structured improvement plans.
- Defining Opportunity – Work closely with internal support leadership to identify and optimize outsourcing opportunities, ensuring high-impact improvements while alleviating pressure from internal teams.
- Driving Process & Efficiency Improvements – Refine workflows for both chat and phone support, ensuring consistent, high-quality customer interactions. Collaborate with internal stakeholders—including the Quality, Content, and Training teams, WFM, and other departments—to align vendor processes with internal best practices, streamline operations, and introduce efficiency improvements.
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Vendor Manager (m/f/x) Arbeitgeber: Wolt
Kontaktperson:
Wolt HR Team
StudySmarter Bewerbungstipps 🤫
So bekommst du den Job: Vendor Manager (m/f/x)
✨Tip Number 1
Familiarize yourself with Wolt's customer service philosophy and values. Understanding our customer-first approach will help you align your strategies with our culture, making you a more attractive candidate.
✨Tip Number 2
Highlight your experience in managing vendor relationships and performance metrics. Be ready to discuss specific examples of how you've improved vendor operations and ensured service excellence in previous roles.
✨Tip Number 3
Prepare to demonstrate your strategic thinking skills. Think about how you would identify outsourcing opportunities and optimize existing operations at Wolt, as this will be crucial for the role.
✨Tip Number 4
Showcase your ability to collaborate with various internal teams. Be prepared to discuss how you've worked with different departments to streamline processes and improve efficiency in past positions.
Diese Fähigkeiten machen dich zur top Bewerber*in für die Stelle: Vendor Manager (m/f/x)
Tipps für deine Bewerbung 🫡
Understand the Role: Take the time to thoroughly read the job description for the Vendor Manager position. Understand the key responsibilities and required skills, such as performance management and process improvement, to tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience in vendor management, customer service, and operational efficiency. Use specific examples that demonstrate your ability to maintain service excellence and drive performance improvements.
Showcase Your Leadership Skills: Since the role requires strategic leadership, make sure to highlight any previous leadership roles or experiences where you successfully managed teams or projects. Discuss how you fostered strong relationships with vendors and internal stakeholders.
Tailor Your Application: Customize your cover letter to reflect Wolt's customer-centric culture. Mention your understanding of their hybrid support model and express your enthusiasm for optimizing vendor operations to enhance customer service quality.
Wie du dich auf ein Vorstellungsgespräch bei Wolt vorbereitest
✨Show Your Empathy
As a Vendor Manager, empathy is key. Be prepared to discuss how you've handled customer service challenges in the past and how you ensure a human touch in your interactions with vendors and customers alike.
✨Demonstrate Strategic Thinking
Highlight your experience in optimizing operations and driving performance improvements. Share specific examples of how you've identified opportunities for efficiency and implemented successful strategies in previous roles.
✨Know Your Metrics
Familiarize yourself with key performance indicators like CSAT and response times. Be ready to discuss how you have monitored these metrics in the past and what steps you took to improve vendor performance based on data.
✨Collaborative Mindset
This role requires working closely with various internal teams. Prepare to talk about your experience collaborating with different departments and how you align vendor processes with internal best practices to enhance service quality.
