Head of Live Ops (They/She/He)

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

We are looking for a passionate, strategic and action-oriented professional to lead our Live Operations team with presence in Africa, EEMEA and Europe. The Live Operations Manager for the Spanish market, biggest one in Glovo, is responsible for building, scaling and optimizing outsourced operations teams to deliver impact on service excellence, client experience and efficiency at scale for Glovo.

THE JOURNEY

• Ensure Glovo services are consistent, compliant and in line with Glovo’s standards (and customer expectations)
• Own and improve the CPO & CPC of the region
• Act as Live Operations Ambassador in the country, reporting dotted line to the General Manager and working closely with Country Directors
• Act as the voice of the customer for your region and be the Customer Service ambassador for all the verticals (Customer, Vendors, Riders)
• Build, coordinate and lead a strong collaboration model with Glovo’s outsourcing partners 
• Lead and coordinate priorities with the regional squad (QA, Training, WFM)
• Work closely with regional Leadership team leading customer service projects
• Deploy new standards & processes
• Provide insights on drivers of underperformance (agent level, process level, CX level) & take action representing the voice of the customer internally to drive continuous improvement and customer happiness
• Perform proactive analysis (quantitative and qualitative) to identify gaps and opportunities for improvement
• Analyze audit outcomes and carry out appropriate corrective procedures
• Detect coaching needs and take actions in accordance with these needs in order to ensure compliance with quality standards
• Actively collaborate with your colleagues and learn from each other in a supportive environment that allows you to grow, develop and make a difference

WHAT YOU WILL BRING TO THE RIDE

• Extensive experience managing operational customer service teams.

• Strong stakeholder and C-level management experience.

• Strong strategic and customer focus, with a clear understanding of broader issues impacting the relevant markets.

• Proven management and/or relationship management experience at a senior, strategic level.

• Established track record of exceeding targets, KPIs, SLAs, and achieving high levels of customer satisfaction.

• Ability to interpret MI/BI data, develop strategies, and make actionable recommendations.

• Demonstrated ability to motivate and communicate effectively with stakeholders at all levels.

• Strong influencing skills and ability to build cross-functional relationships. Excellent communication and negotiation abilities.

• Adaptable and able to thrive in a changing environment.

• Demonstrated, well-developed leadership skills.

• Fluent in both written and spoken English and Spanish.

• Position can be based in Madrid or Barcelona, with the ability to travel to the Barcelona HQ every two weeks, and to LATAM on a monthly basis if needed.

• Strong attention to detail, thoroughness, and a fast learner.

• An empathetic, inclusive, and curious mindset.

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!