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Customer Support Project Manager (Live Operations) (They/She/He)

Operations, Barcelona, Spain

If you’re here, it’s because you’re looking for an exciting ride. 

A ride that will fuel up your ambitions to take on a new challenge and stretch yourself beyond your comfort zone. 

We’ll deliver a non-vanilla culture built on talent, where we work to amplify the impact on millions of people, paving the way forward together. 

Not your usual app. We are the fastest-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers and supermarkets, and high street retail stores. We operate in more than 1500 cities across 23 countries. 

Together we revolutionise the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.

What makes our ride unique? 

🤝 Our culture and strong values. 

💪 Our career development philosophy. 

🤝 Our commitment to being a force for good. 

We have a vision: Building the largest marketplace in your city, to give access to anything in minutes. And this is where your ride starts.

YOUR MISSION

You will join the Global Live Operations team responsible to build the vision and strategy for our customer support experience. As a Customer Support Project Manager you will help design the experience of our users with the agent support service to maximize satisfaction and drive retention, while minimizing unnecessary cost. You will be defining projects from definition to closure, even defining the best processes for every case.

THE JOURNEY

  • Look after the Agent customer support journey:
  • Build and maintain strong relationships with local operations teams to understand market needs, seeking optimal experience while ensuring right scalability and cost efficiency
  • Coordinate our customer squad with process, content and training experts to drive improvements and ensure project success
  • Liaise with several teams (CX, Process, Product and Analytics&data teams) to align on the best solutions to thrive customer satisfaction. Work closely with cross functional teams that need to be engaged and motivated to fulfill the project needs
  • Represent our customer needs: continuous improvement based on main indicators defining the right path for iteration (satisfaction indicators, Retention, contact ratio, etc)
  • Analyze data to identify actionable insights to improve performance of the different processes
  • Define new project opportunities based on a good understanding of the department needs 
  • Manage all aspects of the project: planning, implementation, monitoring, operational issues, tracking, completion, follow-up
  • Communicate and align stakeholders to ensure the success of the project 
  • Ensure that the solution/approach taken by the project is global and benefits most of our hubs and agents
  • Report to the LiveOperations Customer Manager

WHAT YOU WILL BRING TO THE RIDE

  • +3 years of experience managing projects e2e, creating clear project plans and defining/following challenging timelines
  • Degree in Engineering, Economics, Business, or similar 
  • Outstanding stakeholder management skills - You will liaise with high-level stakeholders across all our markets
  • Analytics skills and data driven decision making
  • Problem solving skills, attention to detail and hands-on attitude
  • Proficiency in English
  • Process and continuous improvement mindset
  • Able to communicate results to key stakeholders in a concise and clear manner (in writing and orally)
  • Ability to turn strategic insights into actions, by structuring and leading projects with excellent organizational skills.
  • Comfortable working in a high growth and high performance start-up with a fast pace
  • Ability to work efficiently with limited supervision

Nice to have

  • Previous experience in customer support
  • Previous experience in consulting environment

Individuals representing diverse profiles, and abilities, encompassing various genders, ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid experience in 100% of these areas. Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.

We believe driven talent deserves:

  • 🌟 An enticing equity plan that lets you own a piece of the action.
  • 💪 Top-notch private health insurance to keep you at your peak.
  • 🍔 Monthly Glovo credit to satisfy your cravings!
  • 💳 Discounts on transportation, food, and even kindergarten expenses.
  • 🏊 Discounted gym memberships to keep you energized.
  • 🏖️ Extra time off, the freedom to work from home two days a week, and the opportunity to work from anywhere for up to three weeks a year!
  • 👪 Enhanced parental leave, and office-based nursery.
  • 🧠 Online therapy and wellbeing benefits to ensure your mental well-being.

Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds - all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard. 

Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).

So, ready to take the wheel and make this the ride of your life? 

Delve into our culture by taking a peek at our Instagram and check out our Linkedin and website!

 

Apply

Customer Support Project Manager (Live Operations) (They/She/He)

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Do you need, or will you need in the future, any immigration-related support or sponsorship from Glovo in order to begin the employment at the work location? *
Glovo’s hybrid ways of working mean 3 days in the office, and 2 days WFH, does this match your preferences or requirements?

Identity Survey

It is voluntarily provided by you and anonymous to the Glovo team.

This survey will not affect the selection process. 

Glovo is an Equal Opportunity Employer. All people will be considered for employment regardless of their gender identity, sexual orientation, race/ethnicity, neurodiversity or disability status, family or parental status, nationality, religion or other personal characteristics and backgrounds that make us as humans unique. 

 

This demographic voluntary survey helps Glovo understand our pipeline and ensure that all candidates have equal opportunities during the entire hiring process.

This survey also allows us to improve our process and systems ensuring we build a more inclusive company. If you decide to share voluntarily your personal information with us, all the information you provide will be, under all circumstances. Find out more about our Identity Survey and Statement here.

 

By sharing your data with us in a voluntary way, you agree that we can use your responses for the purposes we've mentioned in our statement. This survey is not focused on making adjustments to the hiring process to make any accommodation needs because of neurodiversity or disability. If you have any accommodation needs, please let us know in the application form.

 

 

Glovo’s data privacy statement

In case the recruitment process does not end with the establishment of a labour relationship between the applicant and the Controller, the Controller will retain the applicant’s data for a period of 2 years from the date of the last communication, issued either by You or the Controller, declaring the end of the recruitment process without sending and/or accepting the possible offer. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified, cancelled or erased, and/or to request that processing of your personal data be limited.

You also have the right to data portability. In addition, in case you consider your rights have been violated, you may lodge a complaint with an EU supervisory authority.

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GLOVO as data controller may process the data you share with us through your application for the purposes of the Controller’s recruitment related activities. For more information on how we process your data and how to exercise your rights, please refer to our data privacy statement