Content, Training & Quality Manager – Vendor & Merchant Operations

The role

You will own the process documents, SOPs and knowledge-base articles behind Merchant Operations workflows for restaurant, grocery and retail partners. You will design and deliver training for internal Operations teams and external BPO agents across 30+ countries, and build a quality assurance framework from the ground up.

What you will do

• Build and maintain process documentation, SOPs and knowledge-base articles for Merchant Operations workflows
• Consolidate existing documentation into one findable, trustworthy source and keep it current
• Organise, design and deliver onboarding and upskilling programmes for internal and BPO agents
• Apply instructional design: define needed skills, build the path to them, and measure results
• Work with operations leaders and process owners to define correct processes and drive adoption
• Establish a quality assurance approach: what gets checked, how it is scored, and how often
• Turn quality check findings into content and training improvements
• Identify where unclear processes or training cause errors, rework or long handling times
• Design CTQ content for reuse across countries and delivery partners, allowing local differences

Required qualifications

• 3 to 5 years in operations, learning and development, process enablement or customer support
• Experience creating operational content such as SOPs, process documentation and knowledge-base articles
• Experience designing and delivering training to distributed, multicultural teams
• Comfort working with quality and performance data
• Ability to work independently in an ambiguous environment and drive changes to adoption
• Ability to influence without direct authority, including senior stakeholders
• Ability to simplify and adapt teaching to the audience

Nice to have

• Formal instructional design or adult learning knowledge
• Experience with BPO or outsourced operations teams
• Experience setting up a quality assurance framework from scratch

Benefits

• Salary package and benefits
• Discounts on Wolt orders
• Global scope across 30+ countries with exposure to the wider DoorDash network
• Real autonomy to set the roadmap
• Career growth as the function matures

Before you apply

• Recruiters will never ask you to pay money or share sensitive financial information during hiring

About the company

Wolt is a technology company that connects customers with local restaurants, grocery stores and retailers through its app, delivered by courier partners. Founded in Helsinki in 2014, it is now part of DoorDash and operates in 30+ countries.