Head of Workforce Management - Live Operations (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

As Head of WFM, you will lead the end-to-end workforce planning cycle across our multilingual, international support operations. From forecasting and scheduling to real-time execution, you’ll be responsible for turning data into action and action into world-class service. You’ll build a scalable team structure, establish clear planning standards, and champion the development of expertise across core WFM pillars. This is a pivotal role in reshaping how we plan, staff, and respond to customer demand while elevating both operational performance and team growth.

You’ll also take on some critical transformation challenges:

• Elevate forecast accuracy and clarity—we’re just scratching the surface in modeling, benchmarking, and communicating forecast progress across non-WFM stakeholders.
• Restructure the WFM team—we currently operate in a highly regional and generalist model; specialization and career growth are underdeveloped.
• Build real-time management as a core function—RTA coverage (especially on weekends) is limited or missing entirely.

THE JOURNEY

Forecasting & Capacity Planning

• Build and refine accurate short- and long-term demand forecasts using historical data, business inputs, and predictive analytics. Forecasting needs to fully tailored to Glovo realities and needs
• Establish a robust methodology for measuring and improving forecast accuracy.
• Communicate forecast assumptions, progress, and accuracy transparently to non-WFM leaders.

Scheduling & Deployment

• Ensure optimal staffing across time zones, languages, and channels, while balancing SLAs and productivity.
• Redesign scheduling processes to introduce structure, repeatability, and expertise, rather than region-based ad hoc ownership.

Real-Time Operations (RTA)

• Create a real-time management function from the ground up: define team responsibilities, tools, metrics, and coverage (including critical areas like weekends and high-volume shifts).
• Build escalation protocols and empower the team to act dynamically in live environments.

Team Leadership & Structure

• Lead, mentor, and restructure a high-performing WFM team.
• Shift from generalist, regional models to specialist tracks (forecasting, scheduling, RTA).
• Foster professional growth, clear role definitions, and a learning-first culture.