Head of Training, Support Operations

About Wolt

At Wolt, we create technology that brings joy, simplicity, and earnings to the neighborhoods of the world. In 2014, we started with the delivery of restaurant food, and now we’re building the delivery of (almost) everything, operating in over 500 cities across 30 countries. In 2022, we joined forces with DoorDash, continuing our ambitious expansion globally.

Working at Wolt is a challenging yet exciting experience. You’ll have the opportunity to learn, build, and ship more than in most other companies, facing significant challenges while enjoying the journey. If you are a self-starter with drive and an entrepreneurial spirit, this could be an incredible ride for you.

The Role: Head of Training, Support Operations

As the Head of Training, you will define and drive the global vision for learning and development across Wolt's Support Operations. This critical leadership role involves overseeing regional training teams, ensuring strategic alignment of all onboarding and continuous learning initiatives, and building scalable programs designed to empower our teams to deliver consistently excellent customer experiences.

This position is ideal for an individual who expertly combines strong training and adult learning expertise with inspirational leadership. You will thrive on building scalable structures and possess the ability to translate strategic objectives into impactful learning experiences that drive measurable performance improvements at Wolt.

What You’ll Be Doing

• Define and champion the global Training strategy, ensuring it aligns perfectly with Wolt’s mission to deliver consistently excellent customer experiences.
• Lead and mentor Regional Training Managers and their teams, fostering a culture of ownership, innovation, and accountability within the training function.
• Partner closely with Global Support Leadership, Quality, and Regional Managers to ensure that all training initiatives are fully integrated into operational priorities and performance goals.
• Identify critical skill gaps and performance trends by leveraging QA insights, CSAT analysis, operational metrics, and stakeholder feedback, transforming these into targeted learning interventions.
• Build and continuously evolve comprehensive learning ecosystems, including e-learning modules, workshops, certification programs, coaching frameworks, and knowledge enablement tools, to support both new hires and tenured team members.
• Establish clear, measurable success criteria for Training, directly linking learning outcomes to key business impacts such as quality improvements, productivity, customer satisfaction, and cost stability.
• Drive innovation in how Wolt designs, delivers, and measures learning, actively leveraging technology, AI tools, and modern learning methodologies to maintain a leading edge.
• Ensure high visibility of training impact through clear reporting and compelling storytelling to senior leadership.

Our Humble Expectations

• 5+ years of leadership experience in Training, Learning & Development, or Enablement, specifically within a fast-paced Support or Customer Service environment, ideally with global or regional scope.
• Proven track record of execution at a third-line leadership level, overseeing a team structure that includes regional managers, team leads, and a total of around 50 specialists.
• Strong understanding of adult learning principles, instructional design methodologies, and performance-based training frameworks.
• Extensive experience in designing scalable onboarding programs and developing continuous development pathways within complex, multi-market environments.
• Possess an analytical mindset, capable of translating performance data into effective learning strategies while consistently prioritizing the human learning experience.
• Strong stakeholder management skills, demonstrating the ability to influence cross-functional leaders and effectively embed training into broader operational strategies.

Our Commitment to Diversity and Inclusion

We are committed to growing and empowering a more inclusive community within our company, industry, and cities. We actively hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We firmly believe that true innovation happens when everyone has room at the table and access to the tools, resources, and opportunities to excel.

Key skills/competency

• Global Training Strategy
• Learning & Development Leadership
• Instructional Design
• Adult Learning Principles
• Performance Improvement
• Stakeholder Management
• E-learning & AI Tools
• Support Operations
• Team Leadership
• Data Analysis for Training