Operations Team Lead

About the role

We’re looking for an Operations Team Lead to manage and scale one of the most important journeys in our business - helping courier partners go from applicant to first delivery smoothly, compliantly, and at pace.

You’ll lead a distributed team operating across nine countries, own the systems and processes that support onboarding, and work cross-functionally to ensure we’re delivering a high-quality experience at scale. You’ll play a central role in shaping how we structure onboarding, develop team talent, and evolve our ways of working to meet the region’s goals.

This is a hands-on leadership role for someone with sharp operational instincts, strong people management experience, and a bias for action. If you love creating clarity, building team culture, and scaling repeatable systems across multiple markets, we’d love to hear from you.

What you’ll doing

💼 Team Leadership & Talent Development

• Lead, coach, and grow a high-performing team of onboarding associates (typically 8–15 members)
• Own hiring, onboarding, and performance development within the team
• Build a strong team culture rooted in accountability, growth, and shared success
• Implement team rituals (standups, retros, 1:1s) to support delivery and continuous improvement
• Mentor team members to take on greater ownership and grow 

⚙️ Operational Ownership & Process Design

• Own the end-to-end courier onboarding experience from signup to first delivery
• Ensure compliance with platform and legal requirements (e.g. KYC, documentation workflows) in collaboration with our compliance team
• Monitor and improve key KPIs like conversion rate, time-to-onboard, and partner readiness
• Identify bottlenecks, inefficiencies, or quality gaps, and implement practical, scalable fixes
• Maintain up-to-date documentation, SOPs, and onboarding flows across all markets

🌍 Regional Scaling & Cross-Functional Work

• Adapt onboarding team structures and workflows based on changing supply needs across countries
• Collaborate with Support, CRM, and other regional functions to improve tooling and communication flows
• Own hiring and team planning, while partnering with regional stakeholders to align onboarding coverage with supply needs
• Share insights, blockers, and ideas to help shape broader supply operations across the region

Our humble expectations

• 3–5+ years in operations, support, logistics, or similar fields
• 3+ years of people management experience, including hiring, coaching, and developing team members
• A strong executor who can bring structure to complexity without slowing things down
• Experience leading distributed or remote teams in fast-paced environments
• Operational mindset, you think in systems, spot weak points, and fix them before they grow
• Excellent written and verbal communication skills
• Proficient in Google Sheets, and familiar with tools like Looker, Iterable, or Intercom
• Fluent in English; other Nordic or Baltic languages are a plus

Bonus Points

• Experience in onboarding, KYC processes, or high-volume customer operations
• Familiarity with CRM workflows and comms automation
• Background in scaling teams or processes across multiple countries

Compensation

The successful candidate’s starting pay will fall within the pay range listed below and is determined based on factors such as the candidate’s skills, experience and qualifications. Please note, that the starting pay may vary if the candidate does not fully meet the expectations as outlined in this job posting. 

The salary below is the monthly salary range for this position. 

To learn more about our benefits, please do not hesitate to bring this up with our Talent Acquisition Partner!