Workforce Coordinator
Job Description
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.
About the team
Wolt’s Courier Operations team is building something that doesn’t really exist yet — a cross-country infrastructure for employed courier operations across multiple geographies. We sit at the intersection of operations, people, legal, and compliance, and we’re doing it largely from scratch.
The function currently spans three countries (Finland, Germany, Croatia), each at a different stage of maturity and with different legal frameworks. Finland has been running for six months and is preparing for a potential scale-up. Germany is established and at a steady scale and Croatia is about to grow while we evaluate feasibility in several other markets. Courier employment will be managed in all these countries by a functional team handling strategy, structure and resources, and country-level teams focused on execution and operational excellence from the ground up.
We operate in a fast-moving environment with a high degree of uncertainty — regulatory, operational, and structural. If you’re energised by the possibilities and want to be the person who builds the playbook, this might be the right role for you.
About the role
Reliable courier operations don't happen by accident. Someone has to make sure shifts are filled accurately, attendance patterns are tracked, training gets completed, and the external teams supporting day-to-day execution are actually doing their jobs. In Croatia, that responsibility belongs to this role.
As Workforce Operations Coordinator, you're the logistics backbone of the Croatia courier operation. Your job is to keep the supply and attendance machinery running accurately and to make sure the people and processes supporting it — including external team members — are hitting the standard. You're also a key input into the performance picture: the Workforce Specialist relies on your attendance and reliability data to build complete courier cases, so what you track and how you track it matters beyond your own scope.
Croatia is a well-established operation with a mature set of processes — but it's also getting leaner and more structured. Some of the manual coordination work this role has historically carried will continue to shift toward more automated and centralised solutions as the function evolves. What stays is the operational core: supply accuracy, attendance discipline, external team coordination, and health and safety execution.
What you’ll own
Shift and supply execution
• Ensure courier supply hours and shift allocation processes are executed correctly, accurately, and within agreed timelines.
• Monitor shift attendance, no-shows, and late cancellations — log patterns consistently and flag recurring issues with supporting data before they escalate.
• Identify supply and attendance drivers that are creating operational risk and escalate them to the Country Lead with clear context.
External team coordination
• Coordinate the day-to-day work of external team members supporting shift attendance, performance follow-up, courier training, cash collection, and other operational processes.
• Guide external team members on task prioritisation, SOP adherence, and new process onboarding — set the standard and hold it.
• Review external team execution quality and productivity; identify recurring errors, gaps, or training needs and address them at source.
Training and health and safety execution
• Coordinate courier upskilling and training activities related to performance improvement, new operational models, health and safety requirements, and process changes.
• Drive execution of health and safety operational requirements — ensuring courier readiness, communications, training completion, and follow-up actions are tracked and completed.
• Maintain accurate records for training compliance, health and safety actions, and external team outputs.
Courier reach-outs and operational follow-up
• Execute courier reach-outs related to attendance, reliability, training completion, and operational follow-up — clearly, respectfully, and within agreed SLAs.
• Support the Workforce Specialist by providing complete, accurate attendance and reliability data for couriers in performance processes — cases are only as good as the data behind them.
• Escalate sensitive cases, unclear situations, or repeated SOP deviations to the Country Lead, Workforce Specialist, Courier HR, or the CTS Specialist.
What this role is not
Being clear about boundaries is part of how this function works. This role does not:
• Own courier performance management processes — assessing underperformance, issuing warnings, or preparing cases for HR. That sits with the Workforce Specialist.
• Make final decisions on disciplinary matters, terminations, or high-risk legal cases — those belong to HR and Legal.
• Own supply planning strategy or workforce planning design — this role executes within agreed plans, it doesn't set them.
• Own health and safety policy — this role executes and documents agreed requirements, it doesn't design them.
• Manage the Workforce Specialist or set their priorities — the relationship is lateral, with clear handoff points and shared responsibility for the overall courier performance picture.
What we’re looking for
There’s no single background that defines this role — but the people who do well here tend to be operationally precise, good at keeping multiple things moving at once, and unwilling to let standards slip quietly. Some things that matter:
• Experience in an operational coordination role — you know what it means to own a process end-to-end and keep it running accurately under pressure.
• Comfort managing external teams or third-party partners — you can set expectations, review output, and address gaps without it becoming a bigger issue than it needs to be.
• Good data habits. You don't need to be an analyst, but you should be able to maintain accurate trackers, spot a pattern in an attendance log, and know when a number doesn't look right.
• A practical approach to processes. When something is taking longer than it should or creating errors downstream, you want to fix it — not just flag it.
• Fluency in Croatian and English. Courier-facing communication is in English; the wider team operates in English.
Why this role
Croatia is Wolt's most established employed courier market, and it runs on operational precision. The processes here are mature, the legal framework is demanding, and the margin for error on things like attendance documentation and training compliance is very low. If you want a role where doing your job well has direct consequences for real people and real operations, you have come to the right place.
The function is also changing. The work is getting leaner and more focused — less catch-all coordination, more targeted operational ownership. If you want to be part of building a leaner operation without compromising on the human impact, there's room for that here.
If this role sounds like a great fit, please submit your application as soon as possible! Kindly submit your up-to-date resume in English.
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.
Requirements
Department: Courier Operations