Head of 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

This role is for a senior leader (Head of Operations) of Glovo’s operations team, which focuses on working with the Glovo team to support our couriers and partners to improve their operations and user experience around delivery. As a Head of Operations in Georgia you will have the unique opportunity to help us:

• Riders (Supply Ops): Improve delivery times (UX), quality of service and overall satisfaction of riders
• Partners (Partner Ops): Improve on key metrics such as preparation time, waiting time and overall satisfaction of partners.
• Glovo
• Help us reach KPIs and position Georgia as one of the best performing countries in Glovo
• Setup best in class ways of working for our operations teams
• Work with your team leads to grow our talent and build a great team culture

THE JOURNEY

• Lead a team of Ops Specialists (team of +5 professionals), guiding them and helping them both to achieve their goals and to develop their skills
• Lead by example by being incredibly truth-seeking, making data-driven decisions, and setting high standards for the team
• Analyse data obsessively to identify trends and build successful implementation strategies for our on-demand operations
• Establish the monthly/quarterly goals of your cities and be responsible for their operational metrics, continuously monitoring their achievement
• Be able to perform any required analysis and provide actionable ideas to improve indicators and solve any possible problems in the cities of your region
• Work closely with Regional OPS and the GM of your country.
• Support Commercial team on operational issues, identifying areas for improvement and possible actions, always with a didactic and positive attitude
• Understand, deep-dive, and have a complete understanding of the local supply situation at all times. Evaluate strategic opportunities, performing a broad range of quantitative and qualitative analyses.
• Identify channels to source new leads and potential riders through both online and offline medium
• Analyze daily, weekly, and monthly operation metrics with a macro view of the long-term success of the city/region. Implement, standardise and execute processes across all cities.
• Put yourself in the rider’s shoes - understand who they are in order to execute the best possible outcome and choose properly the solution we are launching or testing
• Reassure we provide best-class experience for our couriers, fleet partners and we are platform number #1 of their choice
• Have a blank page for you to create! We don’t stick to a single playbook, and we expect you to build your own as the business and market evolves
• Contribute towards the continuous improvement of the global operations through out-of-the-box thinking.
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