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At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe. <br><br>Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life. </span></p></div><h2><strong>About the role</strong></h2> <p>Every contact that reaches a customer support agent, and every credit issued to customers, represents a defect somewhere in our system. This role exists to help find those defects, trace them to their source, and work with the teams responsible to eliminate them at a systemic level. </p> <p>This is a high impact senior program management role within the EMEA Customer Experience organisation, reporting to the Director of Defect Elimination and Customer Experience. The Senior Program Manager is accountable for turning customer experience signals from Wolt and/or Deliveroo markets into clear, actionable insight, and for driving the resulting fixes through to resolution with partner teams. </p> <h2>What you’ll be doing</h2> <ul> <li>You will own the delivery of the defect elimination program across EMEA, including application of the defect driver taxonomy to identify where defect rate concentrates, and where customer outcomes are worst. You will build a clear, prioritised list of issues for partner teams to work through. </li> <li>You will represent the voice of the customer in the rooms where deci.