Operations & Projects Specialist, Courier Experience

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, procedures, and communications are rolled out effectively.
• Act as a trusted representative for courier needs, serving as the subject-matter expert for the courier experience across the organization.

Qualifications

Experience:

• 4+ years of proven experience in a strategic role focused on Community Management, Social Media Management, or Customer/User Experience, ideally in a fast-paced tech or gig-economy company.
• Must have experience in building and scaling digital communities from the ground up, with a deep understanding of social media platforms and strategy.
• Demonstrated success in managing large-scale, cross-functional projects from conception to completion.
• Proven ability to use data and analytics to build business cases and influence a product roadmap.
• Experience in defining a brand's Tone of Voice and creating multi-channel communication strategies.

Skills:

• Exceptional analytical skills: The ability to dive deep into data (qualitative and quantitative), find the "so what," and translate it into measurable impact.
• Creative and strategic thinker: You don't just follow a playbook; you invent the playbook and know how to create a new language with users.
• Assertive and influential: Excellent communication skills (fluent Hebrew and English) with the ability to build consensus, present clearly to leadership, and drive change.
• Grounded and hands-on: A "roll-up-your-sleeves" mentality, passionate about "living the field," understanding the end-user, and not being afraid of hard work.

Personal Qualities:

• A natural leader and professional authority: You inspire confidence, bring new knowledge, and can "level up" the expertise of the entire team.
• Highly proactive and solution-oriented: You don't wait for problems; you identify them, propose solutions, and own the results.
• High empathy balanced with a strong, data-driven, and results-oriented mindset.

Additional Information

If you thrive in a fast-paced, high-impact environment and want to make a real difference in the lives of thousands of people across Israel, we’d love to meet you.
Join us! and help build the most trusted, empowered, and happy courier community in Israel.