Head of Live Operations - Spain (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 r