Descripción del empleo
We’re a Barcelona-based startup and the fastest-growing delivery player in Europe, Africa, and Western Asia. With food at the core of the business, Glovo delivers any product within your city at any time of day.
At Glovo, you’ll have the job of your life while working together towards our shared vision to give everyone easy access to anything in their city. We welcome top performers that will bring new ideas, diverse perspectives, and provide you the opportunities and freedom to grow and make a real impact on millions of lives… all while having fun!
We believe that diversity adds incredible value to our teams, our products, and our culture. We know that the best ideas and solutions come by bringing together people from all over the world and by fostering a culture of inclusion where everyone feels heard and has the chance to make a real impact. It's because of this that we are committed to providing equal opportunities to talent from all backgrounds.
In your application, please feel free to note which pronouns you use (for example: she/her/hers, he/him/his, they/them/theirs, etc).
Your work-life opportunity:
We are looking for a passionate, strategic and action-oriented professional to lead our LiveOperations team with presence in Africa, EEMEA and Europe. The Live Operations Manager is responsible for building, scaling and optimising outsourced operations teams to deliver impact on service excellence, client experience and efficiency at scale for Glovo.
Be a part of a team where you will:
Define Glovo’s service standards & translate them into measurable and actionable evaluations.
Ensure Glovo services are consistent, compliant and in line with Glovo’s standards (and customer expectations)
Elaborate the global procedures of sampling and guidelines for collection and reporting quality data
Define & manage quality assurance activities for your designated markets/hubs
Deploy new standards & processes
Build, coordinate and lead a strong collaboration model with Glovo’s outsourcing partners
Provide insights on drivers of underperformance (agent level, process level, CX level) & represent the voice of the customer internally to drive continuous improvement and user 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
Extensive experience of managing operational customer service teams
Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
Proven Management and/or relationship management experience at a senior, strategic level role.
Established track record of exceeding targets, KPI’s SLA’s & high levels of customer satisfaction
Able to interpret MI/BI and develop strategy and make recommendations.
Demonstrate ability to motivate and communicate with others at all level
Ability to influence and build cross-functional relationships. Excellent communication and negotiation skills
Able to adapt and succeed in a changing environment
Evidence of well-developed leadership skills
Fluent written and spoken English
Thoroughness, attention to detail and ability to learn fast
Experience our Glovo Life benefits:
Enticing equity plan
Top-notch private health insurance
Monthly Glovo credit to spend on our restaurant products and zero delivery fee on all Glovo orders!
Discounted gym memberships
Flexible time off (take the time you need) and hybrid working model (own your time)
Enhanced parental leave including nursery support!
Online therapy and wellbeing benefit
External learning budget
What you’ll find when working at Glovo:
- Gas: We work with energy, innovation and passion for what we do. We are committed.
- Care: We act in the best interest of a sustainable future.
- Good vibes: We always see the positive side in every situation and act with fairness and honesty with everyone regardless of gender, sexual orientation, religion, and abilities.
- Stay Humble: We embrace mistakes and feedback to learn from them.
- Glownership: We roll up our sleeves and get work done no matter our position and level.
If you believe you match these values, we look forward to meeting you!
Wanna take a peek into what it's like to work at Glovo? Follow us on
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Glovo is transforming the way consumers access local goods, enabling anyone to get almost any product delivered in minutes. Our on-demand logistics connect customers with independent local couriers who acquire goods from any restaurant or store in a city, as well as deliver urgent packages for a variable fee.
For additional information on Glovo, please visit
This employer is a corporate member of myGwork, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.
- Estudios requeridos
- Horas a la semana
- 8 - 40
- Tipo de contrato
- Tiempo completo
- Publicado el
- Tipo de trabajo
- Marketing / Publicidad
- Carnet de conducir
- Carta de motivación