Country Head of Merchant Operations

As the Country Head of Merchant Operations (Mx Services & Onboarding), you will lead and scale both our Merchant Services and Onboarding teams in your market. Your mission is to make Wolt the best partner for merchants in your country by ensuring a seamless onboarding experience and delivering world-class service throughout the merchant journey.

What you’ll be doing

As the Country Head of Merchant Operations, you will lead and scale both our Merchant Services and Onboarding teams in your market. Your mission is to make Wolt the best partner for merchants in your country by ensuring a seamless onboarding experience and delivering world-class service throughout the merchant journey.

You’ll be responsible for building strong local leadership, driving operational excellence, and aligning your teams with global processes and standards. At the same time, you’ll work closely with local and regional stakeholders to address country-specific needs, ensuring that merchants experience both the consistency of global best practices and the flexibility of local adaptation.

This is a highly impactful role where you’ll combine strategic leadership with hands-on execution to ensure merchants thrive with Wolt.

In this role, you will:

• Lead and develop the Mx Services and Onboarding teams in your country, monitoring and ensuring high performance, strong collaboration, and clear ownership of results
• Ensure excellent merchant onboarding, reducing time-to-live while maintaining accuracy and improving the quality of our onboarding Mx
• Oversee Mx Services, driving improvements in key metrics such as cancellations, uptime, and self-service rates as well as the commercial success of our Mx
• Align your country operations with regional and global standards, while adapting to local market dynamics
• Continuously identify operational gaps and improvement opportunities, and collaborate with the global Strategy & Operations team to influence short- and long-term solutions
• Partner with your local General Manager, Sales, and Account Management teams to align priorities and deliver a seamless merchant experience
• Stay close to merchants’ needs and frontline insights, using feedback to drive continuous improvement
• Share best practices with other countries and contribute to regional/global discussions on process improvements
• Represent your country in regional leadership forums, voicing local challenges and scaling successful initiatives

Our humble expectations

• You have strong leadership experience in operations, services, or customer-facing teams, ideally in a high-growth or tech-driven environment.
• You know what great Merchant service and onboarding at scale looks like, and how to build it sustainably.
• You’re analytical and data-driven, able to spot trends, track performance, and act on insights.
• You’re a clear and intentional communicator, skilled at aligning teams and stakeholders.
• You care deeply about people's development, and believe that empowering others is the highest form of leadership.
• You’re hands-on and pragmatic: you roll up your sleeves to fix what’s broken while keeping the bigger picture in mind.
• You thrive in a collaborative, fast-moving environment, and are someone others turn to for clarity and direction.
• You are fluent in both Albanian and English

What we offer

💸 Strong remuneration package– A highly competitive compensation package..

🍔 Wolt Perks – Discounts on your Wolt orders for restaurant and retail shops.

💻 Work equipment - We set you up to success with our cutting-edge, work equipment.

Why you’ll love it

🚀Global and growing fast: Be part of a fast-moving scaleup

🤩Ride of a lifetime: Accelerate your career and build your sales skills 

💪Instant impact: Take ownership and make a difference

💙Big hearts and small egos: Surround yourself with smart, friendly people