Head of Integrations - Merchant Operations

About the Global Merchant Team

On the Global Merchant team, our mission is to have best-in class restaurant and store selection for consumers and build products and services for our merchants to grow their businesses profitably on Wolt. In doing so, we partner up closely with the commercial teams in our 27 markets.

Our five global subteams focus on distinct areas of the merchant lifecycle and experience but also our internal efficiency related to reaching our mission:

The Merchant S&O (Strategy & Operations) team is responsible for our merchant and selection strategy, merchant experience, planning and performance tracking, operating model design as well as commercial go-to-market approaches

The Sales S&O team owns and develops the goaling, sales operations processes, tools and enablement programs to support and improve the productivity of our local pre- and post-sales teams

The Merchant Operations team focuses on smooth execution of core processes such as onboarding, in-store flows, self-service management/tooling and integrations – this in a very tight collaboration with our product teams

The Enterprise team works directly with global current and prospective merchant partners to unlock and grow our joint business

The B2B subteam owns and develops some of our newer service offerings for merchants – such as logistics as a service (Drive)

About the Role

We are looking for an operator with a strong bias for action who is excited to solve systems problems and build the Merchant Integrations team across Wolt. You will be focused on creating, defining and operationalizing the strategy of Wolt integrating with POS/MWP service providers (Point of Sale/Middleware Providers) across the vastly different 27 markets that we currently operate in. The goal is to increase the number of available integrations and expand the number of integrated merchants in the portfolio. You’ll join the Merchant Operations team, where we’re focused on building world class operational excellence in serving our merchants and end customers.

As the leader of the Merchant Integrations team you’ll be responsible for building the team, processes and functional expertise. You will dive into the local countries, local merchant needs and the landscape of POS/MWP providers in those markets. In Europe and Asia the market of POS/MWP providers is very fragmented and we are looking at building numerous integrations with the key partners in a very quick fashion. You will work closely with the Partnerships team who will own the commercial relationships with the POS/MWP companies.

In order to be successful you will need to deeply understand the Wolt sales and onboarding processes and how to include integrations into the mix. You will partner closely across internal Enterprise Sales, Strategy & Operations, Product, Partnerships and Country Operations to develop and ensure Wolt has the best integrations in the 27 countries, and in the future expansion countries. This is a management position. The role will be located either in Berlin or Helsinki.

Merchant integrations are key to Wolt’s growth in the Enterprise space, and building the foundations for scalable and efficient integrations with Merchants through the POS/MWP partners is a top priority. You will take over an existing Technical Account Management (TAM) team and develop the TAMs to manage these foundations and enable the next chapter of Wolt’s merchant strategy.

What you will be doing

• Evaluate different technology options, solutions and providers for best APIs and capabilities, as well as define and map out our integration plans and partners in each country
• Influence country teams to invest into increasing share of high quality integrated merchants so that the market can achieve its goals as well as setting priorities together with the countries
• Engage with country teams & product partnerships to discover and prioritize opportunities related to POS/MWP partners
• Champion integrations as a solution to problems along with integration product leaders. Work with Product to gauge impact and design potential integration based solutions for different problem areas
• Ensure all key integrations have the highest possible quality and day-to-day outcomes
• Design and document operational processes and solutions around integrations that produce efficient, scalable and high quality results
• Lead impactful, cross-functional initiatives to deliver step change improvements in performance (e.g. system/ process design, training/documentation, metrics and OKRs/ accountability etc)
• Manage a growing team, hiring and developing your direct reports professionally

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