Operations Manager

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 70 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 Ref ID: JR0074606

📢 DISCLAIMER 📢 only CVs in English will be considered

YOUR MISSION

As the Operational Compliance & Rider Operations Lead in Italy, your mission is to shape and safeguard Glovo's local operational framework while elevating the rider experience during a period of rapid growth. Reporting directly to the Head of Operations, you will take full ownership of navigating complex union relations, local regulatory compliance, and seamless rider support processes over the next 12–18 months. By driving high standards of operational compliance and efficiency, you will build a sustainable foundation for our delivery network across the market.

THE JOURNEY

• Lead & Support a High-Performing Team: Manage, mentor, and develop a team of 4 direct reports across rider acquisition, rider experience/support, billing & cash management, union relations, and legal/authorities support.
• Ensure 100% Operational & Legal Compliance: Define, deploy, and monitor robust local processes to guarantee strict compliance with Italian regulations, local laws, and authorities' guidelines.
• Manage Industrial & Union Relations: Establish and maintain a constructive, highly productive framework for union dialogue and external institutional relationships to navigate complex local frameworks smoothly.
• Optimize Rider Support & Billing Operations: Drive continuous improvement in rider experience, ensuring seamless onboarding, responsive support, and accurate, automated billing and cash management processes.
• Cross-Functional Collaboration: Partner closely with Global Operations Teams, Legal, and Finance departments to align local operations with global strategies and implement best practices.
• Drive Process Efficiency & Automation: Leverage operational data and analytical tools to streamline workflows, reduce friction in rider operations, and scale processes efficiently.

WHAT YOU WILL BRING TO THE RIDE

• People Leadership: Proven experience in managing, coaching, and developing direct reports (managing a team of 4+) with a strong track record of operational leadership.
• Analytical & Data-Driven Mindset: Hands-on proficiency with Excel and analytical platforms (e.g., Looker), combined with a mindset for process automation and data-informed decision-making.
• Project & Stakeholder Management: Strong ability to execute complex projects and navigate diverse internal/external relationships, from global cross-functional leadership to local authorities and external partners.
• Language Fluency: Professional native/bilingual proficiency in both Italian and English (both written and spoken).

Nice-to-Haves:

• Industry & Regulatory Experience: Previous background in operations within heavily regulated sectors, delivery platforms, or fast-paced logistics environments.
• Legal & Industrial Relations Expertise: Familiarity with Italian labor laws, industrial relations, or legal framework negotiations.

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.
• 🏖️ 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.
• 🧠 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? 

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!