Head of Training, Support Operations

JobsCloseBy Editorial Insights

Wolt is hiring the Head of Training, Support Operations in Berlin to set the global learning vision, lead regional teams, and ensure onboarding and development align with operations. You will partner with Global Support Leadership and Regional Managers to turn QA and CSAT insights into scalable interventions for new hires and tenured staff, with measurable impact and regular reporting to senior leadership. Ideal candidates have 5+ years leading Training in fast-paced support, strong adult learning and instructional design skills, and a collaborative data-driven approach with a commitment to inclusion. To apply, show global scope, outcomes, cross functional impact, and AI or learning platform experience.

About Wolt

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.

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.

As the Head of Training, you will define and drive the global vision for learning and development across our Support Operations. You will oversee regional training teams, ensure strategic alignment across all onboarding and continuous learning initiatives, and build scalable programs that empower our teams to deliver consistently excellent customer experiences.

This role is ideal for someone who combines strong training and adult learning expertise with inspirational leadership, thrives on building scalable structures, and knows how to translate strategy into impactful learning experiences that drive measurable performance improvements at Wolt.

What you’ll be doing

• Define and champion the global Training strategy, aligned with Wolt’s mission to deliver consistently excellent customer experiences.
• Lead and mentor Regional Training Managers and their teams, fostering ownership, innovation, and accountability within the training function.
• Partner closely with Global Support Leadership, Quality, and Regional Managers to ensure training initiatives are fully integrated into operational priorities and performance goals.
• Identify skill gaps and performance trends through QA insights, CSAT analysis, operational metrics, and stakeholder feedback - and turn them into targeted learning interventions.
• Build and evolve learning ecosystems (e-learning, workshops, certifications, coaching frameworks, knowledge enablement) that support both new hires and tenured team members.
• Establish clear success measures for Training, linking learning outcomes to business impact (quality improvements, productivity, customer satisfaction, cost stability).
• Drive innovation in how we design, deliver, and measure learning - leveraging technology, AI tools, and modern learning methodologies to stay ahead of the curve.
• Ensure visibility of training impact through clear reporting and storytelling to senior leadership.

Our humble expectations

• 5+ years of leadership experience in Training, Learning & Development, or Enablement within a fast-paced Support or Customer Service environment, ideally with global or regional scope.
• Strong understanding of adult learning principles, instructional design, and performance-based training frameworks.
• Experience designing scalable onboarding programs and continuous development pathways in complex, multi-market environments.
• Analytical mindset: able to translate performance data into learning strategies while keeping the human learning experience front and center.
• Strong stakeholder management skills - able to influence cross-functional leaders and embed training into broader operational strategies.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.