An English description of this company is not available yet.
Process Optimization Lead
Company Description Glovo is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the …
Information about Glovo
- Official domain
- glovoapp.com
- Open jobs
- 86
Job details
The full description published by Glovo.
Description de l’offre
Company Description Glovo is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
Job Description
You will own the post-delivery experience at Glovo, from the first complaint to the resolution, and decide how it should work. Over the next 12–18 months you will work with the central service team to make one great experience work in every country we operate in, lead the rollout of our AI agent on real post-delivery cases, and own the hardest problems, where keeping the customer and protecting profitability pull in opposite directions. The organisation around you is still taking shape, and you will help shape it.
The journey
Own the post-delivery strategy and KPIs (contact ratio, resolution, satisfaction, compensation cost), working with Finance and Product.
- Partner with the central team to define processes, KPIs and testing of the global AI-agent roll-out.
- Work with local teams to protect complex, country-specific cases that must stay local.
- Lead and develop the post-delivery team: set priorities, coach, and keep the team steady through changes.
- Run root-cause analysis on post-delivery contact drivers and turn it into process, content, product or policy changes.
- Be the point of contact for post-delivery within Marketplace Experience, Product, Finance, Content, Training and QA, and align the team's plans with the cross-journey roadmap.
Qualifications
WHAT YOU WILL BRING TO THE RIDE
Must have
Experience leading a customer or operations area end to end, with a record of improving KPIs through data.
- 5+ years of experience in the related fields
- Experience managing or leading a team through change (re-organisation, scope transfer, new central structure).
- Strong influence across central teams, product and local entities, without relying on formal authority.
- Comfort with ambiguity: you move forward with incomplete information and adapt as decisions land.
Nice to have
Experience standardising processes across several markets.
- Experience with AI agents, copilots or automation in customer support.
- Background in on-demand delivery, marketplaces or e-commerce operations.
- Data literacy: running SQL queries and analyses on your own.
Additional Information
At Glovo, your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think, decide, and collaborate. What you achieve matters and how you achieve it defines us. Together, they move the business forward and deliver great experiences. Learn more about our Leadership Principles here . 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 for this job
How do I apply?
The job is published on Glovo’s website. Open the original posting ↗ to submit your application. Screeningpass does not fill in a form for you.
Who should you write to at Glovo about this role?
Start a contact search from this page. Screeningpass suggests up to three people connected to the role. Choose whom to write to, then Screeningpass looks for their professional email and prepares a message. You review it and send it yourself with Gmail. An email address is not always available, and a reply is never guaranteed.
How much does finding a contact cost?
A search costs 1 credit. Your credit is returned if the search fails. Signing up gives you 3 credits, enough for 3 searches.
What does Screeningpass do?
Screeningpass brings together internships, apprenticeships and jobs published by companies. For a job, Screeningpass finds someone to contact at the company, looks for their professional email and prepares a message using your CV. See how it works in detail.
More jobs at Glovo
85 other jobs currently available.
You will join Glovo’s accounting team in Barcelona to support month-end closing and financial reporting. You will monitor accounts, perform reconciliations, and ensure compliance with accounting rules, working with finance teams and external auditors. The role requires at least two years of experience in a similar position, a bachelor's degree in accounting or a related field, and fluency in English.
You will optimize support procedures for orders in progress for riders, partners, and customers. You will adapt procedures to changes in products and operations, then measure their impact on performance indicators. The role covers process design, data analysis, and leading cross-functional projects from scoping through follow-up.
At Glovo in Barcelona, the Senior Business Analyst analyzes customer experience data and turns pain points into prioritized initiatives. The role measures their impact on retention, tracks satisfaction indicators, and evaluates changes through before-and-after analyses. The position requires at least three years of experience in data analysis or Business Intelligence, as well as SQL, Python, and clear communication in English.
You will manage end-to-end recruitment for commercial profiles, advising hiring managers and tracking recruiting metrics. The role includes candidate research, defining sourcing strategies, and improving the experience of candidates and hiring managers. Glovo is seeking someone with at least five years of recruiting experience in a fast-paced environment and a minimum C1 level of English.
Glovo is looking for an Account Manager intern to support the day-to-day management of its grocery partners in Madrid. The role includes tracking performance metrics, preparing reports, and contributing to initiatives to improve the partner and user experience. This six-month full-time internship is for candidates with a bachelor’s degree in business, marketing, or sales who are proficient in English and Spanish.
Vous piloterez la prévision des volumes et la planification des effectifs des centres de support externalisés de Glovo, en visant à réduire le sureffectif et les coûts. Vous améliorerez les prévisions à l’échelle des pays et du groupe, intégrerez l’impact des agents IA et transformerez les analyses de productivité en économies mesurables. Le poste est basé à Barcelone et requiert au moins trois ans d’expérience en analyse de données ou en analytics engineering, ainsi que la maîtrise de SQL et Python.