Director, Customer Support Network Strategy, Service Design & Workforce Management

Woltglobal2 · Londonsenior

En corto

▸Liderar estrategia de soporte al cliente a largo plazo, con enfoque en eficiencia, diseño de servicio y gestión de fuerza laboral.
▸Dirigir la transformación digital del soporte mediante IA, automatización y optimización de procesos en Wolt y Roo.
▸Integrar profundamente las plataformas tecnológicas de DoorDash para alinear y acelerar la evolución del soporte.

Fluent English required for cross-functional collaboration

En ~1 minuto te damos: quién te entrevista, las preguntas probables con respuestas desde tu CV, y tu CV adaptado a esta vacante. Gratis, sin tarjeta.

¿Qué piden?

✓Liderazgo demostrado en soporte al cliente o gestión de operaciones a gran escala.
✓Experiencia en diseño de servicios, gestión del trabajo (WFM) y estrategia de red de soporte.
✓Capacidad para crear modelos financieros y de impacto operativo para decisiones ejecutivas.
✓Conocimiento avanzado de herramientas de CRM, WFM, conocimiento, ticketing y tecnologías de IA.
✓Habilidades sólidas en análisis de datos, transformación digital y gestión de cambios.
✓Experiencia trabajando en entornos multi-marca y con integración de sistemas tecnológicos.

¿No cumplís todo? Es lo normal — tu dossier gratis te dice qué gaps tenés y cómo cubrirlos en la entrevista.

CRMWFMknowledge baseAI toolsticketingDoorDash technology stackAI-assisted agent workflowshuman-in-the-loop bot interfacAI-guided resolutionnext-best-action tools

¿A quién escribirle en Woltglobal2?

Tu dossier gratis identifica a las personas que te entrevistarían — con su background, qué valoran y cómo escribirles para destacar antes de aplicar.

Wolt and Roo operate under the DoorDash umbrella, and Customer Support sits at the intersection of brand experience, unit economics and long-term growth. This role owns the strategy on: • Where should we operate support, at what scale, and at what cost, across a rolling multi-year horizon? • How do we architect frontline service design to be AI-ready as frontline tooling evolves, deliver best-in-class customer experience, and remain cost-efficient? • How do we manage our workforce with precision, eliminating waste, consolidating overlapping structures, and continuously improving headcount efficiency through automation and org redesign? This is a permanent leadership role. The person in this seat will own network strategy, service design and workforce management as a continuous discipline, embedding deeply into Wolt, Roo and DoorDash technology stacks, building and refreshing the financial and operational case for change, and evolving the execution roadmap as the business, technology and market shift. Scope of Responsibility A. Support Service Design • Own the demand and supply planning, and scheduling for the network, partnering deeply with upstream business owners and defect elimination to enable forecasting accuracy. • Own ongoing assessment of how service is structured and delivered at the frontline across both brands. • Maintain the role architecture map: what roles exist, what they do, where they overlap. • Evaluate how tools (CRM, WFM, knowledge base, AI tools, ticketing) enable or constrain frontline roles, and keep this view current as tooling changes. • Own and evolve the target-state frontline model aligned to AI-augmented ways of working. • Continuously run gap analysis: current state vs. target state, with prioritised interventions. B. Support Site Strategy • Own the support site footprint across both brands as an ongoing portfolio. • Maintain and refresh strategic site scenarios across cost, quality, risk and scalability as conditions change. • Own the financial model underpinning site strategy: OpEx, CapEx, transition cost, and planning cycles. • Continuously assess BPO vs. in-house mix, nearshore vs. offshore trade-offs, and consolidation opportunities. • Bring forward exec-ready recommendations as circumstances warrant, with clear pros, cons and decision criteria. • Keep the site strategy framed against contact volume reduction through automation. C. Workforce Management Transformation • Own WFM maturity across both brands on an ongoing basis: demand forecasting, capacity planning, scheduling, real-time management. • Identify and close tooling gaps and duplication across Wolt and Roo WFM stacks. • Own and evolve the consolidated WFM target operating model. • Own the continuous efficiency case, driven through: • Org consolidation: merging duplicated WFM roles across the two brands. • Contact automation: defect elimination and end-to-end customer-facing automation. • AI-assisted agent workflows: human-in-the-loop bot interfaces, AI-guided resolution, next-best-action tools. • Scheduling and real-time optimisation via AI/ML tooling. • Own tooling requirements and vendor strategy (shortlists, entries, exits) as an ongoing responsibility. D. DoorDash Technology Integration • Maintain deep, current working knowledge of DoorDash's support technology stack. • Continuously translate technology capabilities into concrete business levers for the Wolt and Roo context. • Own the dependency map between integration milestones and the Support transformation roadmap. • Flag risks early where integration timelines could affect st

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