Process Optimization Lead

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.

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.

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.

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?

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